Preferred Management Solutions Avis 

I rang UW as I had a leak from my boiler.
This company managed the call.
They have been excellent from start to finish.From the first call to communicating by chat after the call, the chat responder was really professional and helpful too.They responded within 24hrs.
They were all polite, professional, efficient and very helpful.
The engineer they sent ‘Matthew’ was equally as good, he was a pleasure to have in my home.He had all of the above attributes as well as being respectful and tidy. Good job well done, thank you.

Great service except for long wait to speak to agent

Very friendly and informative.. sorted everything out straight away

Boiler repair required. My 87 year old mother had home emergency cover and she was passed over to Preferred management to arrange a priority visit to repair the boiler as she had no heating or hot water. They were unable to send anyone that day (Wednesday) but arranged an appointment with for the following morning between 10-2.
I received a text message confirming appointment. At 2.35 am I received another text saying the appointment had been booked with a different engineer for the same day but now 2-4. The engineer did not arrive by 4 so I called Preferred and they said the engineer had told them at 2pm that he wouldn’t be able to attend today. There had been no communication with us to let us know that this had happened. Preferred then said that they were unable to get anyone else out today (Thursday) but could arrange for the engineer to call tomorrow between 8-5. I had no choice but to accept this. Preferred did suggest I call the home emergency cover company to see if they could do anything. I contacted them and was told they would agree for me to contact a local heating engineer and claim the cost back. I did this and had an engineer at the property 45 mins later. The HE company cancelled the appointment with Preferred. Whilst the local engineer was working on the boiler, the engineer booked by Preferred turned up. He told me he had not cancelled the appointment this afternoon but had told Preferred that he would be there later that afternoon. He had not received anything from Preferred telling him it had now been moved to Friday or that that appointment had subsequently been cancelled. A total lack of communication from Preferred Management with both the customer and the engineer. Very poor service from them. Would not recommend using this company.
Update - company did apologise (see response) and sent some flowers to my mother (although they were addressed to me).

At first I was left feeling very disappointed with my first attempt to make a claim.
I really was thinking about not renewing my policy next week. I contacted UW again and Lilly took my call all I can say is that she is a credit to UW she was so understanding and helpful and understood that having to wait 8 days to repair a toilet leaking from the main pipe to the sewage outlet was not very good as it is our only toilet and we are old and disabled.I was going cancel and get a plumber in and stop my UW membership. Lilly is a wonder she was so kind and indeed did get the repair brought forward and made sure we were safe and happy .She cared and told us to contact her again if we needed any more help. Please make sure she gets the recognition for her care and empathy she is a star.

Excellent, professional and prompt service from start to finish. The engineer attended swiftly and was able to sort the issue and prevent further damage. Much appreciated.

When I eventually got through to Jane , she sorted everything out for me, as lovely lady who couldn't have been more helpful
The problem is getting to speak with someone in the first place it took 32 minutes to get to speak with this helpful lady

Dear Faith and Kevin,

I wanted to take a moment to express my sincere gratitude to you both for the way you handled my recent situation.

Faith, your professionalism, respect, and determination truly stood out. You fought my corner with dignity and fairness, balancing empathy for me as a customer with loyalty and integrity toward your company. It meant a great deal to feel genuinely heard and supported throughout the process.

Kevin, thank you for your understanding and the empathy you showed. Your reassurance and calm approach helped me feel confident that the matter was being taken seriously and would be resolved—and I’m so grateful that it now has been.

It’s rare to experience such genuine care and professionalism, and I wanted to make sure you both know how much it’s appreciated. You turned what could have been a very stressful situation into a positive experience, for me, and for that, I’m truly thankful.

With kind regards
Hazel

Making the initial phone call to completion of the repair took less than 2 hours. Very efficient.

Excellent service and customer care.less than 48 hrs from phone call to report our boiler fault to the engineer coming to fix it. Thank you

first time using this company . recommended by my LPG gas company Northern Energy . Well after me waiting in from 11 to 3 pm for an engineer to come . we have no hot water and didn't have any heating either . The engineer never turned up no contact nothing . so went on the chat and she was as slow as a snail I had to keep asking if she still there . apparently the engineer cancelled the appointment . she was supposed to ring me with another appointment and I am still waiting. disgusting absolutely disgusting . my Husband has a heart condition and we are both over a certain age . will be reporting to the my gas company what a rubbish company they have put me onto
Incompetent , uncaring companies the pair of you UPDATE. They never bothered to contact me after the engineer didn’t arrive so I had to contact them again . So it was rearranged for that same day but between 5 and 9 pm and AGAIN never turned up no contact from them at all !!!! They said they would re arrange after I went on the chat it’s now the next day and no contact to make another appointment!! I cannot believe the way we have been treated !!!! After I wrote this the texted an appointment but it’s not even for today . It’s for the following day! So have to wait even longer ! Re your reply below So I sent you my phone number and three hours later I am
Still waiting for your ‘urgent’ call back !!!!!

Great customer care. Friendly staff and very efficient in resolving the issue.

I was having difficulties with that infernal app so started a chat but hit problems with that too. Jade, on the other end of the chat took the initiative to call me back over the phone and was able to sort everything out, for which I am most grateful. You can’t beat a real person when it comes to customer service, particularly someone like Jade. Thank you Jade.

Lilly was very helpful and sorted my problem of boiler breakdown
She arrange for engineer to come to house later on today
Thank you Lilly

Extremely attentive, available to contact if necessary and carried out the work expediently, thoroughly and professionally. I’m very impressed.

Fantastic service. Joel was brilliant. The best service from a supplier I have ever experienced. Phone answered quickly, dealt with my query, was kind, helpful, clear, and efficient. Thank you Joel!

Only gave 3 stars due to the clowns they call engineers who are contracted to carry out the work.
Let down numerous times, took days off work to be home and no show. Had every excuse imaginable. The staff dealing with claims and calls are fantastic, they were embarrassed by the "engineers" in the end. If the company used decent tradesmen (roofing Swansea) they would be a brilliant insurance company.

Update: thank you for the reply, I have contacted you, but not heard back.

I have just spoken to John from Preferred about the amazing service I have received today Starting with Utilities Warehouse to Heat Tech Grimsby who were very professional and friendly and ended with John x thank you all very much

The agent was very knowledgeable and helpful got me an appointment from tomorrow as have a new viewing after a malicious eviction thanks to Lindsay for a fantastic job

The plumber was very pleasant and rectified the problem.