Encore Estate Management Reviews 

My car was damaged while using a stacking parking system managed by Encore. A screw exposed from a sensor scratched my vehicle. Encore later acknowledged that the sensor was dangerously placed, which confirms the damage was caused by their equipment.

Despite this, instead of handling the matter through their own public liability insurance, they tried to push me to claim on my motor insurance, offering only to pay the excess. This is unreasonable, as any claim can still increase premiums for years, even if excess is covered.

They also refused to share CCTV footage, citing data protection, which makes the process unnecessarily difficult and opaque. While I understand GDPR limits, the overall approach felt like an attempt to avoid responsibility rather than resolve the issue properly.

Very disappointing experience from an estate management company. I would expect safer infrastructure and far better accountability when things go wrong

Following up on the reply from Encore:

Encore cannot distance itself from responsibility by referring to who installed the parking system. Damage caused by equipment you are currently responsible for managing remains your responsibility, regardless of installation date.

The incident occurred during normal use of a stacking parking system under your management. A system that scratches vehicles in ordinary operation is not acceptable and represents a failure of ongoing duty of care.

Your current position also contradicts what was previously communicated to me, namely that the sensor placement was unsafe. If that assessment has changed, this should be clearly explained rather than quietly reversed.

CCTV was referenced at the time of reporting as a key piece of evidence, and the main concierge, can confirm that footage existed. If this footage is now unavailable, whether due to retention or otherwise, that does not negate the incident or transfer responsibility.

Finally, residents cannot be expected to absorb loss because of internal insurance exclusions or policy limitations. Accountability for damage caused by managed infrastructure cannot simply be passed back to the affected party.

My stay at Grapnel Apartments has been fantastic over the past three years. To be able to stay with my good friend while I have worked in the city has been amazing. Ive been able to make the most of it living in grapnel apartments with it's great connections to the centre and withing walking distance to Media City. I also have to thank Jane at reception who is always kind and great to chat with!

I'd reccomend this apartment complex to anyone looking to move to the city!

Undeniably, the concierge service at Grapnel Apartments has been such a brilliant experience over the two years that we’ve lived here so far. Both Jane and Becky are so attentive and friendly, going above and beyond with any request or query that we might have.
Jane is always so welcoming and helps make the building feel so much more like a community, instilling a real sense of home that I think can be hard to come by in city based apartment blocks.
Becky is similarly endlessly helpful. A great example is the help she gave us over Christmas and the New Year period when we experienced a leak in our apartment. The speed and nature of her assistance, especially over such a busy period, helped take so much stress away from us.
Both Jane & Becky are brilliant assets to the Grapnel team, and I hope that they’ll be with us for a long time to come! Thank you both for all of your hard work!

Update on my SCAMMER review.
We received an email asking for money from a ‘random’ company in this climate where scamming emails are an every day thing.
Their member of staff then goes on to say ‘well this should’ve have been sent to your housing association’ but because you changed YOUR email on the app, the bill came to you!
So it’s OUR fault that we came change the default email! Riiiight! No … have a look at your IT systems - and not one apology! That’s terrible that you can override a default email address!
I hope this member of staff is now happy that I have reviewed my review and reviewed accordingly as this seemed to be bothering him.

Our experience of encore is utterly appalling to date - we have been without heating for months and the estate manager has failed miserably to do anything constructive or to solve the problem despite numerous emails. Our electric charger has never worked yet we find ourselves in a constant circle of it’s not our problem to solve but encore are unable to tell us whose job it is. No one appears to take responsibility for anything. Totally frustrating.

Far and away the very worst management company that I have ever experienced.
They have taken inordinate amounts of time to resolve even the most simple of issues.
Their communication or rather the lack of is beyond poor, frequently requests simply go unanswered.
Periods of staff leave are not covered leaving residents with no contact point.
The only timely action they take is in increasing their service charges!.
I would avoid this company at all costs.

Encore Estate management have been our managing agents since we moved into our property 5 years ago. We have had several estate Managers in that time, some ok and some not good. The present Estate Manager, Charlotte Cooper is extremely friendly and efficient. We are members of the residents committee and Charlotte is happy to meet up with us regularly and is always willing to try and sort out any grievances or problems we have. Charlotte has also taken meetings with all the residents and is always helpful answering their questions. We hope that Charlotte will be staying on in this role as we find it a pleasure to deal with her

Always a great experience dealing with Alec, you can sense his care for the residential and always answers quickly with solutions. Thank you for going above and beyond. Encore are surely best Estate managers I have ever dealt with.

I would like to take the time to send my thanks and appreciation for the help and support we the MWRA (Jubilee Mill and Wharf Residents Association Taplow) have received from your Manager Charlotte Cooper. Since her arrival enormous improvements have been made with communication and positive action. She has made the time to meet with us and listen to our concerns. We now have an action plan and are confident that our outstanding issues will soon be resolved. Charlotte has been far the best Manager we have had since we moved here in 2019 Apart from her professional and very competent attitude she has a warm and engaging manner which creates positivity and enables a good working atmosphere

Jamie Jordan and Russell Chingwaru have helped us through a £220k roof renewal project to successful completion, much appreciated. Thanks guys

I just wanted to reach out and say a big thank you to Becky, our concierge at Grapnel Apartments. Throughout the year she has always been cheerful, approachable, and happy to help. She consistently goes out of her way to resolve any issues or answer questions, and she truly is a great asset to us and our building. ‘Thanks Becky’

Absolutely fantastic living experience at Glasswater Locks! Nadeem, the concierge team member, is incredibly supportive, professional, and always quick to help whenever needed. His responsiveness, positive attitude, and genuine care truly make a difference and turn apartment living into a comfortable, stress-free experience. Thank you so much, Nadeem you are truly appreciated for all that you do.

I have had a disruptive neighbours for over fifteen months and given clear video evidence on over thirty occasions contain 350 + video clips, the concierge staff at abbey quay barking dealing with erken plaza and other blocks
talk a good game but deep down they are lazy and don’t complete the task asked of them which could resolve the issue with the noisy neighbours . When I went higher up to management level I was met with standard emails covering themselves and redirecting the issue elsewhere , when the concierge staff and management have direct access to the management company owning the apartment. With the disruptive neighbour's. It’s quite disappointing really that someone in that position in management doesn’t even try to find a solution to the problem occurring on regular basis.the last email I received was kind of unprofessional person being annoyed that I even wrote to them on this matter, considering I’m being woken up all hours of the night and day due to the nature of the noise, the council cannot do. A lot about it at present.

I have been liaising with Tommy Lawn and Riya Sagoo and they have both been helpful when dealing with a big insurance issue at my late fathers property.
Tommy has taken the time to chase the insurance company and keep me informed. He was very professional and helpful

I am a resident at one of the properties that is managed by Encore . Unfortunately it is not possible to give less than 1 star. They are very lazy people. They do everything except management, property is filthy , broken , they don’t answer emails at all , very disrespectful . Don’t buy a property that runs by Encore , they are nightmare

Kirsty (Estate Manager) has been super helpful, friendly and really quick to provide support and answer any queries I have had with regards to the apartment. Many thanks

Legal team have made selling our flat a nightmare.

Unresponsive and difficult to deal with.

Management company themselves are fairly responsive but don't get anything done.

I would genuinely reconsider buying a flat which is being managed by Encore

We are a property management agency acting on behalf of one of the leaseholders at Cayenne Court, Ginger Apartments, and our experience with Encore Estate Management has been nothing short of disgraceful.

An invoice dated 26th September was never actually issued, and by the time we became involved in November, we were already on the back foot through no fault of our own. Since then, we have attempted to obtain the most basic clarification on what the so-called “insurance excess” charge relates to.

Despite contacting multiple staff members, including the property manager, the accounts team, and senior management, Encore has consistently chosen to ignore every single email. Not even a courtesy acknowledgement. We have also made several phone calls with absolutely no success.

As a managing agent ourselves, albeit not in block management, we understand the importance of responding to queries promptly and professionally.

For a company that specialises in block management to completely blank repeated requests from multiple people is frankly pathetic.

We have formally requested a copy of their complaints procedure, which they are obliged to provide. I doubt we will hear back from them.

Encore’s behaviour demonstrates a shocking lack of professionalism, accountability, and basic customer service. If this is how they handle a simple request for information before payment, it raises serious concerns about how they manage anything at all.

Avoid this company. They have been utterly useless from start to finish and have left both us and our client completely in the dark.

This review is specifically of our Estate Manager Lorna Tilly and her colleague Laila McKehon. Since taking over the management of our account in August 2025 they have provided a friendly, responsive and professional service. They have inherited some legacy issues and are working on our behalf very proactively to address these and to raise the overall standards on our Estate. Previously, my review of Encore as an organisation would have been a maximum of 3 stars (perhaps less) but Lorna and Laila certainly deserve a 5 star review which hopefully will allow me to rate Encore much more highly in a few months time.

Jamie Jordan is our contact at Encore estates, and along with his colleague Russell Chingwaru , has consistently and efficiently dealt with any issues we have had at the Close this year, along with all the regular accounts, maintenance, decorating, regulations etc. This makes our job as directors considerably easier, which we greatly appreciate.