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Encore wins Outstanding Customer Service Award

Encore’s mission is to make places better and provide customers with a brilliant experience, every day. And we’re thrilled to be celebrating that mission, having won the Outstanding Customer Service Award at this year’s ACE Awards.

Organised by The Property Institute - the property management industry’s leading association - the ACE Awards are highly competitive, with a panel of expert industry judges assessing many entries from the best of property management.

“This award is particularly close to our hearts here at Encore. Our story began following our own experience of receiving poor management, and the difficulty of finding a managing agent with the right aptitude and attitude. A huge part of that is customer service,” explained Encore CEO, Joaquim Fillola. “Twenty years on and we’re proud to be living up to our founding promise."

“As property managers, it’s obvious that we look after buildings and places. But we’ve always been conscious that we’re really looking after the people who live, work and visit the places we manage. This starts with building constructive relationships with our clients and residents and being responsive."

Judges of the customer service award were looking for demonstrations of exceptional quality of service, along with details such as communications and staff training to make that service a reality.

Our entry highlighted the launch of our new resident app, Places; how we approach our work with the highest standards of professionalism; our rigorous training programmes in our systems, processes and supporting professional development. 

Importantly, the award also rested on demonstrable examples of our customer service in action, including:

  • Mobilising team members from multiple locations immediately after we were notified of an apartment block fire. Our team was on-site, managing resident communications, supporting emergency teams and assessing the situation late into the night and in the days and weeks after.
  • Helping to establish a fix to an emergency plumbing situation, with our estate manager personally collecting and sending parts to fix the problem ahead of the weekend.
  • And highlighting the exceptional service from individuals across the team, including caretakers described as ‘pillars of the community’, to concierge providing a ‘truly committed service', or estate managers who are ‘helpful, kind and enormously energetic’ to make a vast positive difference.

Encore was also awarded Highly Commended for Managing Agent of The Year at the prestigious ACE Awards. A title which highlights our commitment to professionalism in everything we do, as Fillola adds:

“These awards are highly-sought after in our industry and to be recognised across these categories is a real testament to our brilliant team and their unwavering commitment to treating every property as though they lived there. Congratulations to the whole Encore team.”