"This company is not good environment…"

This company is not good environment for black people. The staff or bullies and have groups to intimidate.

"High working standards "

working with encore has been professional, responsive and well managed. i really appreciate working with the camberley property team, often working with richard on a day to day basis. Richard has proven to be an excellent and informed operative, who is always ready to help and resolve things speedly, for the benefit of the clients. Look forward to working more with richard in the coming year

"Great service for a range of issues"

I am a homeowner in Leicestershire and Encore estate management are the development's management company. Over the years I have always found them to reply swiftly and address a variety of issues including maintenance, parking, or anti-social behaviour well. Financials and correspondence is always transparent, detailed and helpful. Thanks!

"Helpful and efficient"

Just fantastic help and constant communication from Assistant Property Manager Mollie Squires from Encore regarding property repairs.
She was so very thorough, informative and helpful.
An efficient service, thank you.

"Severe water leaks, unfixed for several months"

Property - Top floor flat, Moro Apartments, New Festival Avenue, London E14.

I am the leaseholder and reported rain water leaks to my bedroom and living room walls in October 2023. The damages have been getting much worse. Walls, surrounding skirting boards have been severely damaged and mould on the damaged walls.

Since I reported this issue to Encore, no temporary measures have been put in place by Encore to control the spread of damage or reduce any health risk to us. It has been 5 months, no action has been taken by Encore and I do not know when the leaks can be fixed. I was selling my flat and a sale fell through because of this very issue. There is no sense of urgency from Encore to deal with this issue. The flat at the moment is not suitable for living and unsellable. We are already speaking to solicitors and plan to bring legal actions against Encore and the freeholder for damages.

"Kirsty is very professional"

Kirsty is very professional. Answers all questions very quickly and is extremely helpful. Her guidance has been very good throughout our time with this company.

"Terrible service"

Terrible service.

Ramping up prices year on year with no notice change to the service provided.

Ignoring emails about the problems with the street they manage.

Honestly terrible company, avoid at all costs.

"👌👍 helpful"

I live in a property managed by Encore, and the lady I contact, Liz Curtin, I've always found very helpful. 👍

"Elise Hunt took my call on Friday &…"

Elise Hunt took my call on Friday & answered all my queries & actioned issues for her colleagues to follow up.

She followed this up with an email response back to me.

Extremely professional & knowledgeable 🙌

"Extremely poor service!"

Extremely poor service!

Just some common sense and humanity needed rather than the standard rehearsed response you get over the phone from the legal team.

Our solicitors contacted Encore on the 29th January asking to respond to some enquires raised over the lease agreement relating to the garage of the property we own. We were met with the usual “we will get back to you within 5-10 working days” response which I understand is the companies policy but after numerous people chasing and expressing the urgency of the matter due to the imminent sale of our house and the likelihood of an entire chain collapsing …all that happened is they flagged it as urgent. This clearly means nothing as they also said we have to look at each case/email in time order of when it was received! So what’s the point in flagging it if this places no bearing on when it is reviewed?!

After 6 days, we got the response of “we require a document from you” which our solicitors gave within an hour of receiving the request. However, we were once again met with our policy is “5-10 working days to respond” from receiving the document. Slightly baffling also that the document they required was something they should have access to anyway, considering the leasing of the garage in question is under their management.

This failing to prioritise our case as kindly requested by multiple legal parties, means the chain is now going to collapse this week as we will not get the response in time to meet a deadline.

It baffles me that once a case has been opened, any further information needed automatically goes back to the bottom of the pile to be reviewed. Why would this not be dealt with and concluded as soon as possible, as to not accumulate more open cases?

You say it’s first come first served in terms of responding to enquiries yes, but we did originally come to you…on the 29th…why can’t someone with a bit of common sense simply ditch the script and help a stranger (paying customer for the past 4 years) out by simply continuing to look at and act on our case rather than putting it to the bottom of the pile once again simply because you now have more info.

The emotional and financial stress for such a situation doesn’t seem to be recognised by anyone on the phones within the legal team and no one is prepared to simply help out or use their initiative to escalate such a situation upwards, outside of the “5-10 working day” policy!

I wonder if it will take 5 - 10 working days to acknowledge this complaint.

Reference 146/097