Encore Estate Management Reviews 

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.

Amy was the best property manager we had in the six years we lived at Kings Court. She replied fast, gave clear updates, and always handled issues with a polite and professional tone. I could reach her when I needed support and she followed through on every request. It made a real difference to our experience in the building. I would strongly recommend her to anyone working with Encore.

as landlord of an apartment in reading, managed by encore (aka jm estates), i have dealt with the company on a number of occasions in the past and found the company unfailingly to be responsive and helpful. more recently i have had a couple of particular issues to deal with, regarding parking and water damage. these were dealt with professionally by jamie jordan, and russell chingwaru, who provided all the assistance i required to deal with the issues.

I have worked together with Encore since 2018 in my capacity as director for an RMC. I have found them to be very well organised, responsive, and pleasant to work with. They treat contractors with respect, meaning that they are happy to come to site and deliver a good service. We have never looked back since starting with Encore. Excellent work by the team in Nottingham.

I have dealt with Encore as a leaseholder since 2010. Service charge budgets and accounts have always been provided in a timely and transparent manner, with the statutory leaseholder rights always encouraged and facilitated.
During my time as an owner/landlord, I have dealt directly with Kirsty Leinster, Estate Manager for the development. Kirsty has always proved to be responsive, efficient and a pleasure to deal with and I am confident Encore will continue to deliver an excellent service under her management.
Tim Earle

Kirsty was very professional and courteous in dealing with my query and responded quickly .
Thanks Kirsty

Glass Water Locks.
Since I have moved into Glass Water Locks the concierge team have been extremely helpful in helping me settle in.
All the team have been fantastic and are always there to give you a nice greeting when entering the reception area.

Well done to the Encore Team

I have been dealing with Richard today, who was extremely kind and helpful! Great customer service

Helen Emery at the Waterside. More than a concierge. She goes above and beyond for the residents. Always finds time to listen and offer good advice, helps where she can; nothing is too much trouble.
Helen has linked residents together who have now become friends not just neighbours; this wouldn't have happened without Helen. She's a credit to The Waterside and continues to evolve our community.
Thank you Helen, we appreciate you.

No idea where these positive reviews are coming from as I and everyone in my building (80 flats) have had a terrible experience with Encore. Repairs left for months without being sorted or even acknowledged, broken doors (3 at the last count) leading to homeless people walking around inside our building. Lifts are always broken (4 times in the last 3 months with people stuck inside). The rep refuses to answer emails or calls. They won't even process new owners into their online system.

The staff at Grapnel Apartments are great, Jane is always friendly, professional and helpful when it comes to needing anything 😊

We are currently in the process of buying a flat in a block managed by Encore (Kaleidoscope development), and unfortunately our experience has been extremely frustrating. The entire purchase is now severely delayed because Encore has been slow to sign a straightforward deed of variation regarding ground rent calculation. This is a simple document that only requires a director’s signature, yet it has been held up for weeks with no clear explanation or urgency from their side.
Because of these delays, we were forced to move into temporary accommodation after vacating our rented flat under the assumption that we would have exchanged in time. The stress, cost, and disruption this has caused could have been completely avoided had Encore acted promptly.
Good estate management should support homeowners and buyers, not become an obstacle in the process. I hope this review encourages Encore to take responsibility and expedite the signing so that our purchase can finally move forward. A more responsive and accountable approach would benefit everyone who relies on their service.

**Update** 24/11/2025
In response to the company stating it's an isolated matter. This is a complete lie as when we spoke to them they carried out an assessment and the neighbours all reported infestation within the block including rats and mice. There was also a poster put on the notice board weeks ago which was suprisingly taken down by Encore Estate Management company within their visit to hide all of this hoping the issue will go away.
We emailed 28 of their Directors, Legal Team and CEO on Friday to address the issue and until present have not had one response or apology from Encore.
We have now reported the matter to Tower Hamlets Council, the Property Ombudsman and contacted a local reporter to write an article on the matter.
We would publish the photograph of the infestation found in the hallway, corridors and communal area but it doesn't allow us to do-so on here. So a blatant lie from Encore.
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Directors.

I am writing to you after being messed around the entire week by your company Encore Estate Management Limited and the Encore Group, and wasting our time on a Friday evening. Whilst you’re all at home enjoying a nice peaceful relaxing home with family. I have residents who are sat at home losing pay from work and getting bit by fleas, bugs rat and mice. I’m biting my tongue to keep this email as professional and as polite as possible. However, believe that the staff and Directors should not be in a job as you are all simply to put it “useless and ran by amateurs”.

After several calls and emails concerned about the Health and Safety and Environmental risk to my tenants as the bugs are now biting and eating my tenants, leaving the block inhabitable. They showed your staff members signs of bed bugs, cockroaches, rats and mice and infestation and this was verified by other neighbours in the block. There has been no sign of any pest control attending the block as we checked on neighbours Ring door bells so we have been lied to about this.

The tenants have had to barricade themselves into the kitchen area and living on a sofa bed due to the amount of bed bugs and infestation around the building. Your own staff member tore down the signage warning about this which was left by the previous Block Management company (attached as evidence).

The tenants have had to take time off work as they both work more than 85 hours a week and unsociable hours, just trying to make ends-meet due to the cost of living crisis. You have not provided any assurance that this matter would be dealt with. I made several calls yesterday and sent numerous emails. I was promised that Pest Control would arrive today between the hours of 15:15 and 18:00. I’ve since chased you every 30-minutee interval and have been ignored. The time is now 18:45 on the 21/11/25 and there is no sign of pest control yet alone any contact from any of your staff members even during prescribed office core hours.

So here is a list of actions I am now invoking against Encore Housing Group:
As of today, I am ceasing all Service Charge amounts for not receiving the bills/invoices as requested and for you not rendering the services I am supposedly being charged for.
We will now be throwing away all carpets, mattresses, beds and linen out due to the infestation caused by your company due to the neglect and hygiene standards of the building. We will be looking at financial compensation for this from your company.
I will be charging your company for all call charges, emails, time and travel including hotels from the 18th Nov onwards until the matter is fully resolved. I have kept receipts and invoices of all costs and will be pursuing every cost until every matter is resolved.
I will be re-housing the tenants in a hotel property and pursuing for all costs by your company as you have not fulfilled your roles and responsibilities as our Block Management company. They will not be returning to Maha until you’ve rectified all matters below.
We will be taking to social media to leave negative reviews on Trust Pilot and other social media forums such as the Facebook Maha Group and other platforms. Not for defamation purposes but to leave our honest review on our experience with your company.
We will be contacting the Property Housing Ombudsman, TPI, QMS Licensing and the Property Redress Scheme to investigate this matter fully.
I will be instructing the local and national press to intervene and write and article about this.
We will be contacting Tower Hamlets Council to intervene now in this matter.
I have been amicable and patient with you and your company. However, you have caused me and my tenants a great deal of distress and anxiety.
We will be instructing legal action against your company to recoup all financial costs which has caused a detriment to me and my property including the tenants.

Positives (as experienced or observed):

•⁠ ⁠Great experience — An excellent place to start if you’re new to property management or looking for your first office-based role.

•⁠ ⁠Beautiful location — The Cambridge office is set in a very attractive area.

•⁠ ⁠Strong people development — Helps you build solid customer-service and interpersonal skills.

•⁠ ⁠Team events — Regular opportunities to connect with colleagues.

•⁠ ⁠Work-from-home options — You’ll receive a WFH schedule; depending on your team, you may be able to work from home up to two days per week.

•⁠ ⁠Excellent team-bonding activities — Thoughtfully planned events encourage collaboration and help bring together colleagues who might not normally interact, strengthening relationships across the team.

Negatives (as experienced or observed):

•⁠ ⁠Concerns about workplace culture — Some staff have shared that certain interactions felt uncomfortable or could be perceived as bullying.

•⁠ ⁠Promotion limitations — While development opportunities exist, progression depends on role availability and passing required exams.

•⁠ ⁠Wage progression constraints — Pay increases are largely tied to promotions; even after passing exams, salaries may remain capped without a role change.

•⁠ ⁠Unprofessional behaviour from senior staff — There have been occasions where senior team members were seen raising their voices at staff when issues arose or mistakes were made.

•⁠ ⁠Challenging parking arrangements — Only one designated parking day per week is provided. Otherwise, travel often relies on the park-and-ride system or cycling for local staff.

•⁠ ⁠Perceived favouritism in progression — Over several years, some team members observed colleagues leaving for property manager roles or higher pay elsewhere, creating a sense that internal advancement wasn’t always applied consistently despite having passed their property management exams and completing their personal development plans.

Overall it is a decent place to start your career in property management or in an office-based role in general, especially given the size of the company. From my personal point of view, I did feel there was a degree of favouritism with certain staff members when it came to wage increases and promotions.

The management team has strong ideas for growing the business, and the company appears to be moving in a positive direction overall; given its size, its reputation speaks for itself. My only criticism from my own experience is around communication / feedback sometimes felt more like criticism rather than constructive guidance, and on occasion the tone, including raised voices, felt unreasonable.

However, despite this, working here can genuinely elevate your career, providing strong experience that opens doors to other companies and supports great personal career progression, particularly if you’re just starting out.

I’ve recently had several questions and concerns regarding our account and the service charge, and Rob has been incredibly helpful throughout the whole process.
He replied quickly, explained everything clearly, and went out of his way to look into the details of our lease to make sure we understood things correctly.

Communication has been great, and he handled everything professionally despite the complicated situation inherited from previous management.
Really appreciate his support — thank you, Rob.

02/12/25 updating my review we have since managed to speak to the estate management and are improving the quality of the relationship.

——————-Our experience with Encore has been nothing short of unacceptable. We have been trying to pay our service charge since June, raising tickets through their portal, emailing, and calling multiple times. They never once responded. Instead, without any warning or proper communication, they sent our account directly to debt collectors — and we now can’t even reach the debt collectors to resolve the payment. We have spent days trying to pay, with no support from Encore at all.

This is not an isolated issue. Encore consistently takes a very long time to respond to any concern, and their customer service is almost nonexistent. Our building’s lift is frequently out of service, yet nothing is ever done promptly. Recent works in the building caused leaks and property damage, and handling of that was equally slow and poorly managed.

To make matters worse, they provided incorrect fire safety information for years, which now affects residents who are trying to buy or sell their flats. The level of negligence in managing essential safety documents is alarming and has had real financial consequences for owners.

Overall, Encore has shown a complete lack of communication, accountability, and professional management. We sincerely hope they address these systemic failures, but based on our experience so far, expectations are low.

Many thanks to the lovely Richard Barnett and Danielle Frost, who turned around some extremely urgent responses to queries relating to our house sale in record time today. We can't thank you enough!

I have been 'working' with Mary Long for over 25! = twenty-five years and she has always been most helpful prompt and understanding.
I am very grateful for that.

I’ve really enjoyed living in this apartment building. The overall management and staff are always helpful, friendly, and quick to assist with anything residents need. The building is kept clean and well-run, and you can tell the team cares about creating a comfortable environment.

I also want to give a special mention to Sajid at reception. He is always welcoming, professional, and ready to help with any questions or issues. His kindness and positive attitude make a big difference in the daily experience here.