Encore Estate Management Reviews 626

Encore’s management, has been nothing short of a nightmare to deal with. The service provided at our block is consistently substandard, yet the charges are inflated and unjustifiable.
• False reporting: Window cleans are marked as completed when they quite clearly haven’t taken place. I’ve provided photo evidence and Ring footage proving this, but nothing changes, yet we’re continuously billed for this “service.

• Overcharging and lack of transparency: We’re charged for services that are either not delivered or carried out to the lowest possible standard. Previous years I have asked for a clear breakdown of what each individual charge relates to, yet Encore/said agent have never been able to provide me with a straight answer. The charges are extortionate and completely unjustified given the lack of delivery.

Complaints are brushed aside, accountability is non-existent, and communication is evasive at best. After repeated attempts to raise these issues directly, nothing has improved.

Encore’s management demonstrates a complete disregard for residents’ concerns and basic service obligations. This company is unprofessional, dishonest, and exploitative. If I could give zero stars, I would.

Update: The lack of attention to detail is evident in their response — there are not 10 flats in this block. Everything stated in my review is accurate and factual. Interestingly, I received a reply to the review within just a couple of hours, yet I’m still waiting for any response from the agent to actually address the issues raised.

Jane at Concierge is very unique. Despite her hectic schedule, she always makes time for a friendly conversation, and if you're lucky, a quick brew! Because she is so organized with our packages, you can be sure that your deliveries are secure and well-cared for.
She went above and beyond to find someone who could help open my door when the lock broke. She even found someone to put up my furniture when I first moved in, which was a huge help!
She also excels at fostering social interaction among residents and is the person to turn to with general inquiries.
Grapnel deserves a lot of praise; we're fortunate to have her!

It’s wonderful to see Jane back after being away for a few weeks! She’s always so helpful and welcoming, no matter how busy she is. Jane always takes the time to catch up and check in personally — her kindness, care, and warm smile make such a difference. Grapnel apartments is lucky to have her!

Katie Julier at Encore is an outstanding property manager. Her depth of site knowledge is second to none, and she combines this expertise with a genuine care for her clients. Katie is approachable, proactive, and always willing to go the extra mile to ensure things run smoothly. She builds trust through her professionalism and her ability to solve problems quickly and effectively. A true asset to Encore, and someone I’d highly recommend to anyone needing property management support.

Leah Byrne at Encore is a rising star in property management. She combines genuine care with efficiency and professionalism, making every interaction smooth and reassuring. Leah is proactive, approachable, and always delivers with attention to detail. It’s clear she takes pride in her work and truly cares about the people and properties she manages. Encore are lucky to have her — and I’d highly recommend Leah to anyone looking for reliable, top-quality property management support.

Had an issue with Parking and reporting issues that were bringing down the internal appearance of the building. These were reported to our site Manager 'Ms Danielle Frost' who ensured all my concerns were addressed and resolved.

Really horrible company to deal with. Due to errors with the estate management, I have been issued with a payment demand relating to several years ago when I did not own the property. Had the demand been issued on a timely basis, I would not have needed to pay this as a retention was in place. Encore have fully acknowledged that the delay is ‘unacceptable’ and ‘completely unfair’. However, they have said that because they legally can pass this on to me as the current owner, they are going to do so to avoid making any losses themselves. Really cruel and disappointing way to treat people. Making profit and passing on unfair costs during a cost of living crisis is not a great core value.

Encore have been managing our apartment complex for years and they do a brilliant job. We are a Right to Manage property run by a board of leasehold directors. Tim Josh manages the estate and we value his advice and expertise. Especially as we are a tall building that comes under the Building Safety Act. Tim has navigated the new legislation and spent time explaining the requirements. General enquiries and issues are dealt with quickly and there is a useful app to help keep everyone informed. The apartment complex is 2 buildings with 2 external courtyards and a carpark. Thank you Tim, Leon and Encore.

My experience to date - the Concierge team at Glasswater Locks is very helpful, professional and friendly. I have received great help and support from Saj and Nad, for which I am very grateful. Being abroad and with the address being new, I had significant challenges returning parcels to a tardy supplier and its delivery & collection partners. After 4 weeks of to and fro (calls, emails..) with no resolution, Nad very kindly helped me to arrange collection. This was all done smoothly - my reaction was “hallelujah”! Big thanks to Nad for his outstanding, proactive service and helpfulness for a smooth resolution! Glasswater Locks should feel proud of having him, Saj and the Concierge team at Ashted Wharf.

I have recently moved into GlassWater locks.
The concierge team her have been very helpful in assisting us to move in and are always happy and cheerful no matter what time of the day .
They have been very helpful in facilitating delivers and collections of keys extra .
The team her of Dan , sajid and Calvert have been fantastic

Had an issue with one of our flats. Received a quick reply & contractor sent immediately. Problem all resolved within a week. Very happy

Although I haven’t yet met Nad Abbas, the concierge at Glasswater Locks in Birmingham, he has already been such a big support in my moving journey. From contractors booked through TaskRabbit to my estate agent, and even the team delivering furniture from IKEA, everyone has said how helpful and warm he has been in giving them access and directions.

I’ve only spoken with Nad over the phone, but even then his professionalism and kindness came through clearly. He has always picked up my calls, patiently offering guidance and support, which made what could have been a stressful process feel so much easier.

It’s rare to feel this reassured before even meeting someone in person. I’m really grateful for Nad’s help and look forward to thanking him properly soon.

A building managed by the company has 3 separate cores where all 3 lifts are broken.

One has been down for over 6 months with no updates and no communication from building management about repairs.

When asked, the information is that they are still waiting for a tender offer? 6 months of waiting?

Utterly disgraceful service. Misinformation from the legal team regarding reimbursement of my money paid by error. Maintenance money was taken by direct debit as I was not aware I suppose to cancel it. I contacted the company 4 times I was advised by a couple of people that it would be sorted and my money will be returned. As it was not happening I called again and was informed that they would keep my money even though it was error. What an awful customer service!

Pete made my experience great! I rang with a list of issues around 1pm. Pete was polite and friendly from the off, listening and documenting issues carefully. Pete assured me he would get the issues resolved promptly. That same day, two of the issues were resolved. He called me the next morning to inform of the updates for the other issues and these were resolved in the following 48 hours, as he had promised. Pete was personable and efficient and I cannot thank him enough. He really is a credit to your company and I hope if any further issues arise, Pete is the one to assist me.

Great services provided by the concierge team at Goodmans fields today. Had an issue with the air con system, Lito and Axel from the team responded quickly and helped to resolve the issue. Really appreciated for the help!

Encore are responsible for maintaining the development that my flat is in and I have found them to be consistently disappointing.

In December of 2024 I had black mould in my second bedroom. Their visiting professional claimed it was due to issues with my bathroom; my trusted builder disagreed and said it was due to a problem with a wall shared with the neighbouring flat rather than the adjoining one between my bathroom and bedroom.

I spent £3k on having repairs done and then in February of 2025 I got an email from Encore saying that upon reflection they think it's a communal issue rather than my bathroom and that they'd like to potentially open up my wall again and investigate. They also said there were up to 5 other properties affected. As you can imagine, I was very unhappy at the prospect of having to spend thousands all over again - but I did agree to give them access and they said they'd be in touch once they'd obtained permission to get into the other affected flats.

Anyway, five months passed and I heard nothing and then black mould reappeared again - and only on the wall shared with a neighbour and not on the one between my bathroom and bedroom.

I logged this as urgent via their Places portal and mentioned that there's a baby in the apartment and thus black mould is very dangerous.

Shockingly, it took them 3 weeks to even respond to this and then it was simply to ask whether it's still an issue. Over £150 a month service charge and this is the kind of snail's pace, can't-be-arsed service you get.

When I barraged them with emails asking what the situation about investigating the cause was, I got told that 4 of the other properties involved were not responding and hadn't granted access in the five months that had already gone by. However, I should rest assured because the plan was simply to keep emailing them every day until they do respond. And no, I am not making up that last part - that was seriously their plan! I did, of course, point out to them how ridiculous this plan was.

When I then kept on haranguing them via email, they eventually said they'd come and visit my property on 21st July and would be going into the others too. The guy who came again said it's my bathroom - even though there is no black mould on the wall there and only on the one shared with the neighbour. When I raised this logical objection with Encore by e-mail, they told me they'd get back to me the next week. Several weeks passed and no update was forthcoming. Consequently, I kept on emailing but, to date, all I have is a holding response claiming they're still liaising with other residents and they'll get back to me.

Sadly the level of indifferent carelessness from Encore detailed here is not limited to just one of their employees. I have dealt with at least four separate individuals and they all seem to specialise in being slow, evasive, unsympathetic and often self-contradictory in what they claim is going on. I would name and shame them here but Trustpilot’s rules forbid me from doing so.

Essentially, their pretty transparent approach just seems to be to do nothing and to send holding emails.

If you're looking for a firm to maintain the development you live in, advise your fellow residents to avoid this lot! You'll basically be paying them for nothing. If I were as bad at my job as they are at theirs, I'd have been sacked a long time ago.

Lastly, the lawns in our communal gardens this summer have been an absolute mess. The grass is basically dead and overgrown for a lack of mowing and watering. This negligence is to the point that the space is basically unusable in the summer - which is obviously the time of year that you’d most want to be down there.

Working with Charlotte C. at Encore has been a pleasure thus far at Sunningdale Park, and she has shown a lot of proactiveness and tenacity in being able to deal with issues.

Quick response about an issue with communal bins not being collected.
Reported to Mary Long at Encore and she was able to contact the council and reply back to me within 45 mins. Hopefully the issue will now be resolved in the next few days.

Had a lovely experience being helped by Paul C. I haven’t had any experience with a property management company before and was fairly confused by the whole process so wanted to get some information on how it works regarding my property. Paul was super helpful and answered my questions, and directed me to the appropriate teams where needed, going out of his way to get information and call me back. The lady I spoke to in legal (whose name I didn't get sadly) was also really great! Thank you both!