At Prime Facilities Management we endeavour to provide services of the highest order for our customers.

We welcome feedback as this allows us to monitor how well we are doing and improve our services.

If you feel something has gone wrong with our service, then please let us know so we can try to put things right quickly and efficiently.

If you wish to progress the matter via our official complaints procedure, this can be done in writing or by email. Please make sure you give us your full contact details and as much information as possible so we can process your complaint fully.

Items not generally covered by us:

  • Complaints about fellow residents, unless stated in your lease agreement.
  • Faults inside your property unless caused by a problem in the communal area managed by us.

We have a three stage complaints process should you choose to use it:

If you would like to make a complaint at Stage 1, you can do so by writing to us or sending an email to

We will acknowledge complaints within three working days, aiming to complete our investigation and reply in full within fifteen working days.

In the unlikely event you are unhappy with our stage 1 response, a senior manager or a staff member not involved in the initial transaction will carry out a full review and respond to you within a further twenty working days.
If we cannot fully resolve the matter and you are still unhappy and we have reached a deadlock, you can progress your complaint to the Property Ombudsman. This must be done within 12 months.

01722 333306

You can contact one of our property managers by calling 01992 663422 (Weekdays 9am to 5pm), emailing or in writing to:

Prime Facilities Management Ltd
PO Box 739

When you contact us please make sure you have your ‘customer reference’ and address to hand so we can quickly identify you and your development. Your ‘customer reference’ can be found on your Service Charge invoice.