Trusted Agent profile · Truro
★★★★★
31 reviews across 3 platforms
Truro, TR1 1AG
Silverkey Property Management's office in Truro, at Truro, is rated 3.6 out of 5 across 31 reviews on three platforms, including 7 Google reviews rated 3.9.
Every review we hold for the Truro office, from every platform, shown as written. First names only.
5/5
Trustpiloteverything perfect
we, family of 4 booked by booking.com and everything, administration and flat in Gibraltar was outstanding! The price was very fair and check in, check out and stay was without any difficulties and we enjoyed very much our appartment and location. Thank you again! I can highly recommend silverkey in Gibraltar !
1/5
GoogleReally appalling service from Paul at Silverkey, instead of chasing payments from individuals, he took money out of our communal pot which to me is theft! There was no clear communication from him, and when there was it was constant lies and scare mongering. Paul constantly was overcharging us for works, where the works didn't follow the quotes/plans, so we fired Silverkey property management and now have an excellent property management team to take care of our property. My advice is to stay away!
Dear Steph, We strongly disagree with your characterisation of our service and feel it’s important to address some of the misleading claims in your review. All financial decisions made during our management were in accordance with the agreed terms and the best interests of the property. To suggest that lawful allocation of communal funds amounts to "theft" is not only inaccurate but highly inappropriate. We maintain detailed records of all communications, quotes, and works carried out, and these were shared transparently throughout our tenure. We take accusations of dishonesty and misconduct seriously, and we stand by the professionalism and integrity with which Silverkey conducts its business. While we regret that the relationship didn’t work out, your comments do not reflect the experience of the many clients who continue to trust us with the care of their properties. We wish you well with your new managing agent. Sincerely, Paul and the Silverkey Team
1/5
FacebookReally appalling service from Paul at Silverkey, instead of chasing payments from individuals, he took money out of our communal pot which to me is theft! There was no clear communication from him, and when there was it was constant lies and scare mongering. Paul constantly was overcharging us for works, where the works didn't follow the quotes/plans, so we fired Silverkey property management and now have an excellent property management team to take care of our property.
If you don’t mind me asking who do you have now please as have a 100 property plus development 👍
1/5
TrustpilotWe booked through Booking.com and…
We booked through Booking.com and received 6 differently worded messages saying that our booking was cancelled. I booked an alrernative apartament and it is managed by silverkey also. Silverkey then took 2 payments from our account for the first apartament. The booking is still live but they will not cancel ir refund me because of their no cancellation policy. Their excuse is that the messages I received were computer generated. In my eyes this is fraud. Avoid this company at all costs
5/5
TrustpilotPaul has been great,nothing is too much…
Paul has been great,nothing is too much trouble. We are an RTM company coming from HLM. The difference in the 2 companies is enormous one is professional and helpful the other is HLM. Our budget has been slashed whilst action is taking place on long standing issues. Cleaners who were being paid £50 per hour have gone, The £5,000 paid to the landlord for arranging insurance has ended. The £15000 for buildings insurance is now £10000. Its early days but the signs are excellent.
Thanks John, so kind of you to add a review. There's lots of work ahead to remedy the issues we've taken on, but things are moving on quickly.
1/5
TrustpilotWe had a difficult time with Silverkey
We had a difficult time with Silverkey. It started well but over timecommunication became almost impossible. Emails and phonecalls went unanswered and it was impossible to get through to anyone at times. There was a late payment penalty for Buildings Insurance and our building wasn't compliant with fire regulations, despite repeated requests to deal with the issues. We were left to address problems re arrears ourselves, otherwise nothing would have happened. Little maintenance was done and the standard was poor. We briefly had Gabby dealing with us, which was a great improvement but she left after a short time. Another nearby block of flats Paul/Silverkey were also managing had the same issues we experienced, and also parted company with Silverkey not long after us. We parted company a couple of months ago.
5/5
FacebookAs a Management Company Silverkey are top notch… since taking over from the previous company Paul and his team have really done The Clockhouse proud. The latest acquisition is CCTV .. last months was super fast Broadband. Well done
Thank you, Annette. It's great to know you're happy with our service. More progress coming.
1/5
FacebookAvoid Silverkey at all costs. After years across several properties, I’ve never encountered such dishonesty, incompetence, mismanagement, aggression and relentless stress. Funds withheld, service charges unlawful, Section 20 legal procedures ignored, costly, unjust legal action against innocent leaseholders instigated at the expense of the block... Quotes issued by contractor friends were insanely inflated, and any request for clarification met with aggression, lies and refusal to review or consider additional quotes. Large jobs left undone and minor repairs extremely shoddy or often not undertaken at all but still fully charged. Communication was abysmal, calls outsourced to clueless agents, emails ignored, and genuine questions met with hostility or outright lying. Contract conditions constantly breached, erroneous accounts and services charged for but not provided. Silverkey took zero responsibility and constantly shifted blame. Rather than resolving issues, they vanished, breaching contract conditions and withheld block funds for several months, preventing essential works to be undertaken that were already years behind schedule. Several former clients report the same: withheld funds, inflated invoices and no accountability. We experienced exactly the same as below “no clear communication”, “constant lies”, “scare mongering”, “overcharging” ... the list goes on. This pattern goes beyond incompetence and borders on fraud. If you value transparency, fairness, and legality, stay well clear of Silverkey.
We are extremely disappointed to read your review and the serious allegations you’ve made against Silverkey Property Management. While we fully accept that property management often involves difficult decisions and differing opinions, especially in communal living environments, the claims you have made are entirely unrecognisable to the way we conduct our business. We do not tolerate dishonesty, nor do we engage in unlawful practices or aggressive behaviour towards any of our clients or leaseholders. To suggest otherwise is both unfair and inaccurate. We always operate within the framework of legal requirements, including strict compliance with Section 20 consultation processes where applicable, and we work closely with independent contractors who provide competitive quotations in line with the needs of each property. Any concerns regarding quotations or works are properly considered and responded to, provided they are raised through the appropriate channels. We categorically reject the accusations of funds being unlawfully withheld, aggressive conduct, and fraudulent behaviour. These are serious and unfounded statements that we cannot allow to stand unchallenged. If you have legitimate evidence of any wrongdoing, we strongly urge you to provide this directly to our office or, if you prefer, through the appropriate regulatory bodies who will investigate independently. Silverkey has always encouraged open, respectful dialogue with those we work with, and we remain willing to discuss your concerns in detail if you are prepared to engage with us constructively. If you would like to do so, please contact the Property Redress Scheme directly, as we take our responsibilities, and our reputation, extremely seriously. Kind regards, Silverkey Property Management
1/5
GoogleUpdate: I’ve removed earlier comments that may have been seen as speculative and have kept this review focused solely on my direct experience. Since posting it, the company has responded publicly by denying responsibility and offering no apology or meaningful engagement. I have still not received a response to the concerns I raised about the leak or the additional service charge. I’ve only ever shared this one public review based on my personal experience. Any suggestion of “repeated public accusations” is simply untrue and feels like an attempt to deflect from the real issues. I am now in the process of submitting a formal complaint., I’ve had a very similar experience to the other negative reviews regarding Paul at Silverkey. I’ve had to chase repeatedly for resolutions to issues, and they were neither handled professionally nor in a timely manner. Most recently, he has been unresponsive regarding an internal leak, which could lead to serious complications if left unresolved. In addition, an erroneous fee was added to my service charge invoice for works that did not take place, and even if they had, they should have been covered by existing service charge funds. My experience has been one of being ignored, dismissed, and left to deal with building issues on my own. I hope this review helps others make informed decisions.
Dear Rebecca, We take all feedback seriously, but we must firmly address the inaccuracies in your comments. Your suggestion that some of our positive reviews are fabricated is both unfounded and inappropriate. Our clients and residents are free to share their genuine experiences, and many do so positively based on the professional service they receive. Regarding your claims about fees and unresponsiveness: all charges issued are clearly itemised and in line with the lease terms and budget agreements. If you believe there has been an error, the correct course of action is to raise it formally, which allows us to investigate and respond appropriately, something we are always willing to do. We categorically reject the idea that charges were made for works that did not occur without justification or explanation. We understand property issues can be frustrating, and we always aim to resolve them promptly. However, repeated public accusations do not aid resolution and can be damaging and misleading. We remain available to engage with you directly and transparently if you wish to pursue a proper resolution. Sincerely, Paul and the Silverkey Team
5/5
GoogleFantastic service, our apartment block has never looked so good. Very responsive as long as you follow the correct procedures. We are now in our second year with Silverkey and have no intention of leaving. Many Thanks to Paul and the team for bringing our investment back from the dead.
5/5
FacebookSilverkey took over the management of our block 18 months ago and have rapidly brought it back to the standard that it should be. Fire safety has been the priority as well as cosmetics. The block now looks much more inviting and is also much safer than it was.
Thanks, John. It's a pleasure to work with all of you at Crest. There's still more to do, but we'll work within the budget and progress in time.
1/5
FacebookSince Silverkey took over the maintenance of The Sycamores we've had nothing but problems. The main one I'm talking about is the Laundry room. we have 2 washers and 2 Dryers. The dryers haven't been working for quite some time ie barely get warm, but they haven't been fixed.
Thank God there been sacked 🙄
5/5
Facebookvery good company very quick at responding easy to work with
Many thanks, Tom. We'll continue to work hard for you all.
5/5
FacebookGreat service from Paul and the team 🙌🏻
5/5
GoogleVery happy with the service I received excellent service always happy too help with any queries highly recommend
Thanks, Mark. We really appreciate your review. It's great working for you and the other leaseholders. Glad we could turn things around for you.
1/5
Facebookthis company took over our building jn June. since then we have had little or no communication from them to the extent that we contacted our MP. We have not had a fully functioning laundry room since they took over and no repairs have been undertaken. They have now been discharged by the freeholder.
1/5
TrustpilotSilverkey mismanagement will not mend the apartments roof.
Communication with leaseholder is so unprofessional. Company won't mend the leaking roof as they say tenants haven't paid their service charges and whose responsibility is that?
5/5
FacebookWe had a really good experience with Paul and Silverkey :) It was a really easy process to view and apply for the property and everything was very clear - no hidden/outrageous fees like some larger agencies - and I would definitely recommend them.
Thanks Emma, it was a pleasure to help you guys out.
5/5
GoogleFantastic service, very efficient also quick to respond with any queries. Always happy to put my mind at ease.
5/5
FacebookPaul was very helpful and looked after us and our tenants in a very professional manner thoroughly recommend this company.
1/5
FacebookDifficult getting a call back after waiting a day, this company new to us too not a good start!
Still no contact very dissatisfied
1/5
FacebookTotal sham Paul Kierton has stolen over a £1000 from my parents does not follow the law and act's illegally on behalf of landlords if they are aware or not. This man takes advantage of vulnerable people and should be put out of business.
5/5
FacebookI’ve always found Paul to be a proactive, helpful and all round lovely person, committed to providing a fantastic service.
5/5
FacebookPaul, was very helpful in assisting me in finding a property in Cornwall. Glad I used Silverkey Property Management.
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