Principle Estate Management Arvostelua 

Re: Canterbury Court. Although there was a delay in the response from the maintenance dept due to a change of personnel , the job as carried out today 12March. The young man who came to do it was very good and explained what he was going to do (guttering was overflowing) and he did the job swiftly and satisfactorily and explained what he had done to rectify the problem. He showed me a photo of what was causing the problem. All done now, so hopefully, no more water gushing down the exterior wall!!

Myself and my solicitor have been trying to get 2 documents from Principle Estate for over 2 weeks now regarding the sale of a property , no one ever answers the phone or replies to any emails. This has made us miss the first attempted completion date. It is so unprofessional and smacks of incompetence .
Principle Estate Management .... Please answer your phones and reply to emails , it is beyond ridiculous.

They are the worst service providers when it comes to property management. The lift in my building is not working for 9 months and they are not repairing it and making the excuse that they are not able to source a part from Europe. They wont replace lift and wont repair it either. There are four floors in my building and it’s difficult to carry things through stairs.
Southside apartments, block c, B5

I am a Leaseholder that has had an ongoing issue. I have requested receipts of evidence of works carried out back when they were pennycuick Collins. Tried to establish terms of the lease. They repeatedly ignore correspondence, failed to respond to a complaint as per their procedures. I have proof of the communal area being in a state so cannot see what they have charged for as they have failed to provide accounts and maintain the communal area. The latest accounts provided were 2022 and just delay notices and no reason for delay. They sent 5 invoices on the same date in January 2026 all differing amounts and when I queried it they again ignored it and tried charging £120 late fee.
The same people that worked for pennycuick are still working there. They claim to have no knowledge of the complaint but again I have evidence of correspondence after they became principal estate.
They also sent a s20 notice January 2026 with a quote of works from 2023 that was addressed to pennycuick - funny they have these records when convenient but claim to have no knowledge of my complaint and receipts requested.
I am now at the stage I have paid and applied to the first tier tribunal to try and resolve as I was getting nowhere with them - just ignored.
Conveniently after the tribunal application was forwarded to principle estate someone contacted me from there to tell me the details were wrong and when I asked what the correct ones were so I could update the tribunal and application they have still not provided them and just tried to address the points convenient to them about the delayed accounts and ignored all the other questions/issues raised.
Warning to any Leaseholder to avoid this company! Read other reviews from leaseholders on here and the lack of communication and inexplicable charges seem to be a reoccurring theme.

I have had only positive experiences throughout my time renting with principle estate management. Rachel Morton has been brilliant with great communication throughout, responding/sorting any problems extremely fast and cooperative with timings/ fitting around working schedules. I would highly recommend.

Understand and cooperative though took too long to reach a solution. Being charged every month due to not making a full payment as I was paying by installation as a huge amount service charge to be paid in full

Stacey Bayley, great customer service.

First time renting Jamie & Courtney have made our experience so easy and amazing! Really organised always on hand to help. Can’t put into words how grateful we are to have such amazing ladies helping us 10/10 xx

We were managed by Pennycuick Collins for around 10 years, and in May 2025, the residential managing agent department of Pennycuick was acquired by Principle. The accounts were all passed over, as were the staff. The same people in charge under the name of Pennycuick were still in charge under the name of Principle.

However, Principle will accept no responsibility for all of the issues and problems the estate management team caused us, and after the estate freeholder transferred the management to another agent, they basically just wanted to wash their hands of us.

What cannot be denied though is just how bad the communication has been since becoming Principle. I made a formal complaint, following the terms set out in their complaints procedure and they still couldn’t comply with their own deadlines and rules. I’d only ever really get a response if I first left a complaint on here, and it was just excuse after excuse. Nobody will accept liability, even though the person I’m dealing with is the same person in charge during the time many of the issues were caused.

I’ve been ignored and fobbed off multiple times (under the name of Principle), and the latest correspondence directs me to complain to the ombudsman about Pennycuick, who the ombudsman tells me is no longer registered with them - no surprise to me, because that company no longer has a residential managing agent department. I have the details of the ombudsman Principle are signed up to, and I’ll still raise my issues with them anyway and see what they think about it. I just cannot believe that a name change can absolve the people responsible of their liability.

Other than the extremely terrible communication, something else they absolutely cannot get away from is the time taken to deliver the required information and funds to the new managing agent. The management was transferred on June 1st 2025. Nine months later, the new agent are still waiting for estate accounts and some of the estate funds. The knock on effect of this has put the estate in further trouble.

In a recent email exchange with the estate manager, he explained how they provided the 2022 accounts in June 2025, the 2023 accounts in November 2025, and admitted they still haven’t finalised the 2024 accounts, nor the accounts for the first 5 months of 2025. Thank you for the clarification, but from our experience with other management companies, we would receive the YE accounts within a few weeks, not have to wait almost 2 years. Nobody has ever explained why they’re only getting round to doing the accounts so long after. It just suggests incompetence and it’s not acceptable.

I’ve also been told that for certain jobs we paid for with our service charge, they do not have any records of invoices prior to 2023. Part of the reason there was a problem on the estate was because we believed we were being billed for jobs that weren’t being done, so perhaps we have some vindication here. If there isn’t an invoice, either the job wasn’t done, or the accounts team were too incompetent to keep a record. These same people now represent Principle, so I feel for anyone who ends up with the same estate management team we had.

Dreadful customer service, I’d give 0 star if I could.
For the past 3 week my self and my solicitor have been trying to get in contact with them regarding a document I need to pass to my buyers solicitor.
I have called 3 times and left 3 voicemails with no reply.
I’ve emailed 5 times with the full details of my property and details with an initial reply to 2 of them but then silence.
My solicitor had also emailed and called leaving voicemails numerous times with no reply.
I made a complaint which also I haven’t had a reply to.
This is holding the sale of my property up.
It’s disgusting .

The staff were friendly and helpful. And the accommodation is only a short distant from the city centre.

Very friendly staff, however the decisions made above them are extremely questionable at the best of times, which has lead to several bad experiences, I would not recommend them

I’m disgusted with the lack of response from Principle. They are holding up the sale of my house. This has been on going for 7 months now the buyer is now saying they are about to pull out. Both Solicitors and myself have been chasing via phone call and emails. Monies will be lost.

My experience with Principle has been exceptional.. Rachel Morton and the team plus Tanya Shutt in accounts are all proffessional and pro active.. I have dealt with many agencies over time and I am very impressed with how principle pro actively solve issues and help where ever they can.. If ever I have things that need sorting they just get it done.. None of the other agencies are as good as them..
Thank you!

Had a problem with arrears and was delt with by Stacey Bayley and the credit control team very professional and made things very easy and stress free

Shanti was excellent in her communication in what was a difficult situation to manage.

If Principle Tender for your latest development. Run for the hills.
Full evidence of manipulation of figures ripping lease holders and landlords.
This review is your warning …

On Wednesday an electrician attended my flat which is 1 of 5 in a block. They found a serious issue in the communal areas and told me: Whilst carrying out your Electrical Safety Test at ******* we have noticed an IMMEDIATE DANGER TO LIFE. 

An outside light at ground level has been broken, leaving single insulated cables and LIVE components 
This light requires IMMEDIATE RECTIFICATION/MAKING SAFE. 
The light can be found on the floor in the car park near the access to Flat 4. 

I reported this to PEM as I was extremely concerned that my tenant was in danger. After 2 days and multiple calls they have not told me what is happening. Or communicated with me at all.

What will it take for them to engage? Someone to die?

Incompetent company

They are holding up the sale of my property, my solicitor & estate agent have been calling and emailing principal constantly the last few weeks regarding sorting out the lease ready for the sale, for some reason they will not return calls or emails to them, it’s impossible to reach anyone by calling and they don't return emails.
My buyer is now threatening to pull out if this matter is not dealt with promptly, i don’t know what else to do.
PRINCIPAL IF YOU READ THIS CAN YOU PLEASE CONTACT MY SOLICITOR ASAP.
request 317806

Is anyone working there? Have been trying to get intouch with them for 4weeks by phone and email but I can't get a reply!!