Pall Mall Press, L3

Manager response

Hi Megan Thank you for leaving another review regarding this situation. As mentioned in our response to your previous review, we are sorry to hear about the issues you have experienced with your parcels and appreciate that this has been frustrating for you. We would, however, like to clarify our procedure for parcels addressed to former residents. In previous instances where parcels have been delivered for individuals who are no longer residents, our staff have returned these to the courier as soon as possible. Unfortunately, we do not have the storage capacity to retain parcels for former residents, particularly over an extended period of time. Where possible, our staff will attempt to stop the courier from leaving parcels addressed to former residents and ask them to take them back. If a parcel is nevertheless delivered, we request that the courier takes it back when they are next on site. This is the procedure we have followed with parcels addressed to former residents in the past. We have had former residents contact us directly after becoming aware that parcels had been delivered, and they have subsequently arranged a suitable time to attend the property and collect them. We did not receive such a request from you and therefore were not aware that you were expecting parcels to be retained at the property. As you moved out approximately two months ago, we simply do not have the capacity to store two months' worth of parcels for someone who is no longer a resident. For this reason, we have required these parcels to be returned to the courier. For clarity, our parcel policy is displayed outside the parcel room and states: “While we will make every effort to store your parcels safely, we cannot be held liable for any direct, indirect, or consequential loss arising from accepting deliveries on your behalf. This includes parcels that are stolen or damaged due to circumstances beyond our control. Deliveries for individuals not named on the tenancy agreement cannot be accepted.” We would also like to say that we are genuinely saddened to read your comments, particularly as we had a great relationship with you and Bailey the dog during the two years you lived at Pall Mall Press. It is disappointing to hear that you feel this way about our staff, and we certainly would not expect or condone any member of our team opening or removing the contents of another person's parcel. We hope this provides some clarity around the situation and the procedures we have in place. Thanks, Pall Mall Press

Manager response

Hi Karyn, Thank you so much for such a lovely review! It’s fantastic to hear that you’ve enjoyed your first year with us so much that you’ve decided to stay for longer at Pall Mall Press. We’re really pleased that you’ve felt so well looked after by the team, and that the little things — from our 24/7 reception and quick maintenance response to the parcel system, resident events and new gym — have helped make day-to-day life that bit easier. We especially love hearing that you and your pet feel at home here. Creating a place that feels welcoming, well cared for and more like a community than just a building is something we really value. It’s also great to hear how much you enjoy the location. Being close to everything the city has to offer, while still having a quieter spot to come home to (and the docks just around the corner), is definitely one of the best things about living here. Thank you again for recommending us to your friends and for choosing to stay with us. We’re so glad to have you as part of the community and look forward to welcoming you home for many more years to come!

Manager response

Thanks so much for taking the time to share your experience, Abbishek! We’re really glad to hear that you’re enjoying the modern feel of the building and making the most of the spaces we’ve created - especially the lounge, dedicated workspace and outdoor areas. We agree, they’re great spots to switch off, catch up or enjoy the sunshine when the weather is on our side! It’s also great to hear that you’ve found the team friendly and responsive, and that the location works well for your day-to-day life with the city centre, transport and shops all close by. We really appreciate you highlighting the points that could have been better too. We understand that waiting for a replacement sensor lock was frustrating, particularly with the extended lead time for the part from Germany. We’re always looking at how we can improve the experience for our residents and appreciate your patience while this was resolved. Thanks again for your feedback and for recommending us. It’s great to have you as part of the community.

Manager response

Hi Serena, Thank you so much for such a wonderfully thoughtful review. It genuinely means a lot to the whole team to hear how happy you’ve been since moving in — and we’re especially glad that Pall Mall Press has become a place you’re excited to come home to. We love hearing that you’ve made the most of the resident events and that they’ve helped you make new connections. That sense of community is such an important part of what we’re trying to create, so knowing you’ve met good friends (and some very cute animal ones too!) makes us incredibly happy. It’s also lovely to hear your kind words about Amy and the rest of the team. We’ll be sure to share them — especially your story about your first viewing and how comfortable Amy made you feel. And Mosin will be pleased to know that his key-saving moment helped turn a stressful situation into a slightly less stressful one! These little moments really do matter. Most of all, thank you for sharing how much the community, the design and the people here have contributed to your experience. Moving home can be stressful, so it’s lovely to hear that you now feel settled, connected and genuinely happy here. We’re delighted to have you as part of the Pall Mall Press community. Thank you for choosing to call Pall Mall Press home.

Manager response

Hi Charlotte, Thank you so much for your glowing review! We’re delighted to hear that you’re enjoying life at Pall Mall Press along with everything that our neighbourhood and the local community has to offer. Safety and security of each of our residents is constantly our top priority, so we're really pleased that you always feel safe whilst still enjoying a living in our centre location. Your kind words mean a lot to the whole team, and we’re so happy to have you as part of our thriving community!