Dealing With An Emergency
Dealing With An Emergency They dealt with and fixed the problem without any fuss and really quickly. The team were great!

Prime Property Management is a property management firm based in London and the South East, specializing in providing comprehensive estate management services to leaseholder-driven companies. The company advocates for the right to manage process, empowering leaseholders to take control of their residential blocks. Prime Property Management caters to both leaseholders and freeholders who meet specific criteria, ensuring a tailored approach to property management. The company offers a range of services, including 24-hour emergency contact, major maintenance work management, fire risk assessments, and building and grounds insurance. With a commitment to maintaining high service standards while keeping service charges affordable, Prime Property Management aims to deliver first-class estate management solutions. Their dedication to customer satisfaction is reflected in the positive feedback from their clientele, highlighting their proactive and responsive approach to property management.
Prime Property Management receives overwhelmingly positive feedback from customers, highlighting the exceptional service provided by staff members like Paige, Emily, and Bow. Reviewers frequently commend the team's responsiveness and professionalism, noting that inquiries are handled promptly and with empathy.
Many appreciate the clear communication and support throughout various property management processes, which contributes to a smooth experience. However, some customers express concerns about the management fees being on the higher side, particularly in relation to the services rendered. Despite this, the overall sentiment remains highly favorable, with consumers consistently praising the helpfulness and efficiency of the staff. Overall, Prime Property Management is viewed positively, with a strong emphasis on quality service.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 4.8 | 1,024 | 100% | +0.5 | ● Low |
Monthly average rating from reviews written by people · latest review Dec 2025.
| Month | Average | Reviews |
|---|---|---|
| Jan 25 | 4.6 | 25 |
| Feb 25 | 4.8 | 26 |
| Mar 25 | 4.9 | 34 |
| Apr 25 | 4.9 | 34 |
| May 25 | 4.4 | 28 |
| Jun 25 | 4.7 | 35 |
| Jul 25 | 4.4 | 14 |
| Aug 25 | — | 0 |
| Sep 25 | — | 0 |
| Oct 25 | — | 0 |
| Nov 25 | 5.0 | 22 |
| Dec 25 | 5.0 | 3 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 500 most recent reviews.
“We are currently going through a difficult legal issue with a resident and had to seek help from Prime legal team”
“There are not stars low enough to rate this company”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Home Services.
| Company | Overall | Legit | Service | Value | Website & app | Trend | Reviews |
|---|---|---|---|---|---|---|---|
| 4.8 out of 5 (good) | 100 out of 100 | 4.7 out of 5 (good) | 3.8 out of 5 (good) | 4.2 out of 5 (good) | +1% | 1,024 | |
| 2.6 out of 5 (poor) | 100 out of 100 | 1.7 out of 5 (poor) | 2.3 out of 5 (poor) | 1.3 out of 5 (poor) | — | 1,129 | |
| 3.6 out of 5 (good) | 100 out of 100 | 3.8 out of 5 (good) | 1.9 out of 5 (poor) | 1.0 out of 5 (poor) | −71% | 618 | |
| 3.1 out of 5 (fair) | 100 out of 100 | 2.9 out of 5 (fair) | 1.2 out of 5 (poor) | 1.8 out of 5 (poor) | — | 596 | |
| 4.9 out of 5 (good) | 100 out of 100 | 4.8 out of 5 (good) | 4.4 out of 5 (good) | — | +3% | 423 |
Bottom line: Prime Property Management is #2 of 5 on overall rating in this group. On value, Hornsby Electric scores higher (4.4 vs 3.8).
1,000 reviews of Prime Property Management. Filter by what matters to you.
Dealing With An Emergency They dealt with and fixed the problem without any fuss and really quickly. The team were great!
Great support from Charlie Carter at Prime recently, responded to my emails promptly and dealt with the issues reported straight away.
UPDATE December 3rd 2024 Thanks Louise for your reply to our review below. - Prime’s policy of using junior property managers (JPM’s) for smaller units, we haven’t heard before. It explains a lot. - Your response seems like a negative reflection on Prime’s directors, as it now reads like a top-down lack of competence. - Also of note was your failure to mention our keys which Prime’s admin team lost. In summary: ‘Unforeseen’ can only be used as an excuse, so often. When mistakes do happen, and errors are made, what matters to customers is how property management companies deal with the consequences. It’s called accountability and transparency, and without these, the integrity of the whole operation is brought into question. ………………… Original review: We had just ended our contract with Prime as we were extremely dissatisfied with their management service. We asked them to return the key for the front door of our residential premises. They said their 'admin team has advised they can't locate it'.... (sounds like 'lost it', right?). There was no offer to replace the lock nor have they replied to our request to do so. It's that attitude, as the final straw, that prompts the rest of this review. We are a small voluntary residents' management company who contracted Prime in 2021 - Prime will know exactly who we are. So will the Ombudsman! We have been frustrated with Prime beyond measure, despite the strong the reviews and references we received originally. Problems seemed to start once they allocated a junior agent, to our site (Prime's fault, not the junior agent who was very nice, just likely inexperienced). Early mistakes meant Prime were forever trying to claw things back, largely missing opportunities to take proper responsibility for some of our seriously poor experiences and outcomes in the three years we were with them. It's difficult to imagine our experience would be unique, as the delays in communication and lack of transparency felt like a common feature throughout such a large proportion of our time with them. And it certainly wasn't limited to junior management. We felt tied to Prime for an excessive time, as a 10 week major building project ended up taking an extra 7 months due to early 'oversights' (for which we were expected to pay eyewatering extra associated scaffolding costs!). A really bad experience overall, shared by all leaseholders, as per our google review. From our experience we would recommend that if you are a smaller residential set-up, to go with a smaller management company, with clear complaints process. Hopefully this will allow you to request to have an experienced site manager. It felt at times that our allocated agent was very much learning on the job, without the proper support from management. Hope this review helps for you, and even maybe for Prime itself, as a way to review their accountability culture.
Quick answers to the questions people ask most.
Prime Property Management typically provides comprehensive property management services including tenant screening, rent collection, property maintenance, and lease administration. They may also offer marketing services to help fill vacancies and handle tenant relations on behalf of property owners.
Business hours vary by location and should be confirmed by contacting Prime Property Management directly. Most property management companies operate during standard business hours with emergency maintenance available 24/7.
You can typically reach Prime Property Management through their website, phone, or email. Contact information is usually available on their official website or business listings.
Many property management companies handle both residential and commercial properties, though services may vary by property type. Contact Prime Property Management directly to confirm what types of properties they manage in your area.
Property management companies typically require a management agreement, property details, and relevant documentation about the property. The specific requirements and onboarding process should be discussed during an initial consultation.
Property management companies usually have systems in place for tenants to submit maintenance requests online or by phone. They typically coordinate with trusted contractors and vendors to address issues promptly.
Most property management companies provide regular financial statements and reports to property owners. These typically include income and expense summaries, though specific reporting details vary by company.
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Tia reacted very quickly and got the issue resolved. Thanks for your help.
We are grateful to Charlie who promptly got a leak in our flat looked at! It was organised on the day we submitted a request and Charlie communicated with us throughout the whole process to make sure we were looked after. As our new building management company we have been impressed to get our issue addressed so quickly.
Spoke to Charlie Carter on the phone and she was very helpful. Went out her way to help me thanks again Charlie !!
The team at Prime were not only professional and friendly, they were also rather proactive in helping me with the parking issue I had. I would like to thank Emily Forbes and Lucy Davis in particular for their help in resolving this.
Tia was very quick and helpful in addressing some queries I had
Hi Tia thank you very much for your help may God bless you!
I was a little anxious with an issue I had regarding parking, however Tia, the assistant manager, was quick with her response and sorted my issue with ease and kindness. Thank you very much
Emily Fords was very helpful in attempting to resolve my issue with parking ticketing company. I got 2 tickets for parking where I resides and she was able to cancel one. She was patient, understanding, and very pleasant in her interaction during the process. The outcome might not be 100% satisfactory but I'm 100% satisfied with her dealings with me on the issue. I hope to stay out of trouble but if I have to call for help in the future, I will be hopeful if she is the one handling it.
PPM have taken over the management of our block in London. We have an excellent set of directors but Hannah Gray, at PPM has given her all to ensure the transition and forward management of our block is taken care of in every way. Knowledgeable, friendly, dynamic, and also able to carry herself in sometimes challenging situations, she is a credit to the company and herself. We need more young stars like this. Keep up the great work Hannah!
Thank you Emily Forbes for your fantastic and prompt service. We needed advise about parking and Emily promptly responded and got the visitor permits sorted for us. Emily was very professional, knowledgeable, friendly and it was pleasure to deal with her. People like Emily make the company. Thank you, Emily, your help is greatly appreciated.
I can't recommend enough the work of Leigh Parker, Senior Major Works Coordinator. The facade of our heritage property had been crumbling for years, but with her on board, we were able to get speedy surveys and great-value quotes. She then oversaw the complicated project with expertise and a fantastic level of communication. All the leaseholders are thrilled with the results! We only wish our property manager had referred us to her department sooner. A pleasure to work with.
Thank you Emily Forbes for your excellent service. I needed a new fob, which she had to request for me. She followed through till I received them. Constantly updating me on progress. Thank you again.
I recently had the pleasure of liaising with Emily at PrimePM, and her dedication to resolving a complex parking issue was truly impressive. Emily’s attention to detail and commitment to achieving a positive outcome was undeniable throughout the process. Despite the intricate nature of the issue, Emily ensured the issue was resolved and actively followed up to prevent future penalties. Her guidance and thorough explanation of the permit system and its nuances was incredibly helpful, and it was evident she genuinely cared about making things easier for residents. I am grateful for Emily's assistance. Her customer service and proactive approach helped alleviate what could have been a lot of stress. Leigh, the previous property manager, also provided great support during her tenure, ensuring the provision of a smooth and responsive service. PrimePM is fortunate to have such dedicated team members.
Emily Forbes was very helpful!
Service areas vary by property management company and location. Contact Prime Property Management directly to confirm whether they provide services in your specific area.
Property management companies typically conduct background checks, credit checks, and verify employment and rental history. The specific screening criteria and process should be discussed when setting up management services.
Many property management companies offer online portals for property owners to view financial information, maintenance requests, and property updates. Check with Prime Property Management about their available online services.
Property management companies typically have emergency procedures in place for urgent situations like water leaks or security issues. They usually maintain relationships with emergency contractors and have protocols for handling after-hours emergencies.
Property management contract terms vary by company and can range from month-to-month to annual agreements. Contract length and termination policies should be discussed before signing any management agreement.
Prime Property Management is a property management firm based in London and the South East, specializing in providing comprehensive estate management services to leaseholder-driven companies. The company advocates for the right to manage process, empowering leaseholders to take control of their residential blocks. Prime Property Management caters to both leaseholders and freeholders who meet specific criteria, ensuring a tailored approach to property management. The company offers a range of services, including 24-hour emergency contact, major maintenance work management, fire risk assessments, and building and grounds insurance. With a commitment to maintaining high service standards while keeping service charges affordable, Prime Property Management aims to deliver first-class estate management solutions. Their dedication to customer satisfaction is reflected in the positive feedback from their clientele, highlighting their proactive and responsive approach to property management.
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