Fantastic service from Kayleigh Cowan, Assistant Property Manager, with query handled and resolved in seconds.

Melissa is incredible and helpful, with excellent customer service. She is an energetic and dedicated person who takes her work very seriously.

Encore should be avoided at all cost. It is incompetent, doesn’t listen to what customers say and not considerate. I had very frustrating experience dealing with encore regarding communal area leaking to my flat. There are many red tapes taking insurance claims process super long and extremely difficult and frustrating. It took almost a year for the leak issue to be resolved completely. In the meantime, I had an unhappy tenant who had to endure a living room with a massive hole in the middle for 10 months ( the hole was left by leaking detection company) and I can only offer my apology by keeping my rent below market rate. It was such stressful experience. Customer service is non existence, with calls went no answers and emails ignored, apart from relatively new hire Melisa who seems to be more professional than the rest. But Melissa unfortunately can’t represent the whole firm which seems to me has an unethical firm culture. In a world now all companies strive for better “ESG”, I would say this company scores zero.

I have a flat in East london managed by encore. Encore sent service charges demand by email instead of by post. They sent one email in late Dec last year for a service charge of 550 pounds. I missed that email. They then sent an email reminder this Feb asking to pay the arrear of 550. I unfortunately missed that email again. I noted an email this week from a solicitor demanding me to pay over 1200 for such payment arrear. That's almost 700 pounds of penalty, fees added to the bill for 550 pounds that's been late for payment for less than 2 months (plus my account was in credit in late December of over 800 pounds so essentially Jan to March service charge were already covered) . I paid immediately 550 pounds I owed to encore and contacted both encore and encores solicitor to explain what happened as I had no intention at all to pay late and the answers were that you still have to pay the full 1200 pounds in 30 days. If I don't, they would put me in court. I learned that FSA has been demanding banks to pay back unfair and excessive mortgage arrear fees. How can 700 pounds be a fair arrear fee if mortgage customers were disputing fees in the range of 50 to 150. Encore didn't even bother to send me 2nd payment reminder or give me a call. It didn't mention any legal action in the only reminder they sent. In that reminder, it even pretends to be considerate given difficulties that caused to many families by covid on late payment.. Now when I called them to explain that I have missed reading those emails as encore has sent quite a lot emails during this period regarding all kinds of things and I just didnt read each one of them.. I had a stressful past 3 months and got covid, they just completely dismissed it. I felt almost its their intention to rip off leaseholders that missed a service charge. Ruthless business practice and daylight Robbery. Rip off individual leaseholder whenever they see a chance.

We have owned a flat at Admiralty Quarter, Portsmouth since 2016. Three years ago, we changed property management and Mohammed Rahman became the new manager. What a difference! The building has become steadily cleaner and better maintained since he arrived. This is a second home for us and every time we come back we can see the changes. Mohammed is always pleasant, friendly, and eager to resolve any of our issues. He has, and is continuing to, improve our quality of life. It is wonderful to have a manager who takes such obvious pride in his job and our community.

Kayleigh is extraordinary . Efficient, Very helpful and Prompt with responses. Excellent Kayleigh. Always lovely to speak to you.!

Melissa privides prompt helpful replies and assistance to issues such as recently resolving my balcony issue caused by a block drain.

Mohammed was fanatstic at getting a very loud banging door sorted at Marlborough House, AQ Portsmouth! Mohammed is very friendly and nothing is too much trouble for him to sort out!

Lee Penny is without doubt the best estate manager I’ve come across in the last decade. He replies to messages and is really helpful despite being bombarded with queries! Our building is having the dreaded cladding issue resolved and (on top of all the other stuff) he has diligently worked through all the complexities- and managed to remain polite, efficient and helpful during a particularly stressful period.

Invoice for quarters 3 & 4 is issued in June (but forward dated to July) and sent before credit for prior year (so prompt payers will find their accounts in credit, with Encore refusing to refund the balance). This disincentivises prompt payment. Top tip: hold off paying July invoice. Budget always exceeds actual spend and payment is always in advance: a model that is good for Encore's cash flow but not for homeowners. Selling a home: where to start? Cost of legal pack is excessive and there is no transparency. You will be expected to pay for the period after you've moved out, contrary to the principles of consumer law (and be refunded at some future date). Incorrect statement sent (single item rather than multiple items: amalgamating items is incredibly poor practice). Demand for payment ("we have not heard from you...") sent to homeowner four weeks after notification of house sale (should have been sent to solicitor in any case). Threat of legal action where Encore is supposedly owed money, but a steadfast refusal to refund homeowners with their accounts in credit represents double standards. And I was owed money by Encore the whole time. Homeowners will be willing this poorly-performing company on to improve drastically, let's hope they deliver.