Estates & Management Ltd Reviews 

Awful Awful company. Ignore any requests sent to them and leave the developments in dangerous conditions with that do not meet legal minimum fire standards but simply do not care that they are breaching the law.

In common with others on this site, was trying to sell my mothers retirement flat. My solicitor was not getting anywhere with getting questions from the buyers solicitors answered, kept getting sent to other depts or First Port. I got fed up and found the CEO's email address on line (look for it, not difficult to find, his name is Michael Gaston). I emailed him twice a day for a about a week. He never replied but a deputy manager from the relevant dept replied, phoned my solicitor (my suggestion) and all was sorted within a few days. Although sale went through 2 weeks ago, I note that my mothers account with E & M not closed, so will be posting again if I get the next rent bill! Also plan to email all the directors with a link to Trustpilot and suggest they sort their company out

Beyond bad -
False claims, additional admin fees, no records of previous complaints, failure to assist with access to their website, which by the way you will need to visit for almost anything:
FAQs
Get information on your account
Query anything

Just in case you were wondering, yes, they always have a high volume of calls. Even if you wait 45 minutes.

Email contact may seem appropriate, but this is equally useless as they never respond.

I am witting for their lawyers to contact me as it seems that contact through the courts may be the easiest and yes, quickest way.

Avoid like the plague.Con artists.Scamming money by falsely saying they have sent reminders which never arrived.Then adding £769 in charges containing solicitors bills.They never respond to emails and cause a deal of stress to their victims.They are vermin.

Today I contacted Estates & Management by phone as I was taking too long to navigate their portal within my lunch break
To enquire about a couple of important subjects

I was greeted on the phone by a gentleman named Marcel
Marcel is so polite professional & cool headed
Dealt with things swiftly
& mentioned that if I had any further enquiry
To simply call back

Marcels customer service is 10/10
With human touch in a digital world

Thanks Jason

Breached ICO guidelines by giving out my (and a lot of other homeowners' details) to a third party, did not acknowledge either of the emails sent in via the online messaging tool, then claimed over the phone that neither of these messages were received - yet the online messaging system was working fine.
In a follow-up call, I was told E&M do NOT record any calls, despite the automated system stating clearly that calls may be recorded, and that I would not be allowed to record a call.... is this because it may suggest you have somthing to hide and would not be able to deny evidence put right in front of you?
I have never come across such an awkward, combative, ignorant company.
Needless to say, after exhausting all options, I have reported the data breach to the ICO for their investigation and to hopefully hold this company to account for their lack of inaction.

If I could rate this joke of a company 0 stars I would, constantly sending threatening letters, 19th of Jan and they have send 2 letters already about ground rent for 2024, second one threatening to get debt collectors involved. I wouldn't mind if it was June but we're still in Jan and I have already paid it. Horrible people horrible company.

Atrocious company, nothing but headaches when trying to retrieve paperwork for moving home.

Arrogant replies via email as if they are too good to even give you the time of day.

This company will not be running for long if they carry on this way, please avoid at all costs if you can.

They don't even deserve 1 star.

I am abroad and have been trying to make a ground rent payment on a property. Once I reach the main page of their website, to make the payment, any button or link that I click on their main page (e.g., ground rent, payment & billing), results in "service not available". I can't even get their email or phone contact details from the website, as I receive the same message. I managed to google their email and found a phone number, but still awaiting a reply to my email. The communication/service issues people have experienced are definately a major issue.

The company that continues to cause anguish and upset over 6 months since selling my late father’s flat, another invoice issued in his name. Farcical, no values, scruples or respect. Will this review make any difference? I doubt it, a legacy of my father’s passing I would sooner not have.

I would absolutely echo the communication issues people suffer with from the company - they are very difficult to get hold of.

However, buying our freehold off E&M has been a very streamlined process (at odds with other reviews), we paid a single fee which included legal costs. The longest part of the process has been waiting on Land Registry.

This company are dreadful to deal with. Despite being contacted several times by both me and my solicitor with details of my mother's death they have continued to send demands for ground rent to her name at her address. The only way I have managed to get a response from them is to email a complaint to their feedback email address, but they still insist they have followed correct process. You would think they would be used to dealing with this and have an efficient process where they tell you what to do but they don't. I see my experience is not alone.

It's now more than 3 weeks and they still have not replied. They promise to reply in 2. What a dreadful Company. Regrettably I am stuck with them. Be warned!!!!

So I want to extend the lease on my flat. So do others in the block. Its not available to do so on the online account.trying to talk to someone is impossible . When I finally did get to talk to someone they really didn't want to give me much information.
I sent them a message on 14thnov..just received a reply
Basically at this moment in time their client is not issuing Informal lease extensions as there is a problem. landlnd registry apparently are saying the way these lease extentions have been issued in the past is not to the best interest of E&M client??what does that even mean.when I asked, once this issue with land registry has been resolved will we then be able to apply...their answer ..we are unable to confirm if our client willbe offering Informal lease extensions in the further..yet again what does that mean..I have no.idea what to do..some help would be much appreciated thank you..I'm so stressed about it all.is this company going under?just looked them up and it says their accounts are over due?

I have been dealing with my late Mother’s estate which included a retirement flat in a complex where ground rent was paid to E & M Ltd. The flat was sold in May 2023 and ground rent paid to date of sale but they are still (Nov 2023) sending me (ever increasing) invoices. I have used their ‘contact us’ form and written to them to confirm that I am no longer liable for these charges - they should contact the new owner - the solicitors have also contacted them at my request, but they haven’t received a response either. E & M Ltd are a dreadful firm to deal with - avoid them if you can!

Really dodgy company. They use their insurance company Tysers and give them a back hander. The insurance cost is ridiculous.
They charge £100s for a 're valuation' survey.
If you are paying a flat and these 'people' are running the case or ground rent - STAY AWAY no matter how tempting. They will make your home unsellable with their fees.

trippled the land rent and refused to repay the solicitor now the solicitor is wanting to take them to court as they wont reply!!!

As many have said they are a bad example of a Freeholder.

They have charged us £10K Service Charge to register our building which UK Gov guidance states is £251!

They never respond to queries and have now hiked our 2023 buildings insurance by 124% with their network of brokers at Gallaghers.

1 star is 1 too many.

Absolutely terrible company, they refuse to set up a direct debit system. The login and account details never work so you cant even login to make payment.
They send threatening letters saying they will charge you administrative fees of £75, then £210, then £185 even though they don't have a competent payment system, customer service team or a way to pay this.
I am not setting myself reminders to call you every 6 months for the sake of paying literally £10 through some terrible automated service.

How about I start charging you every time I have to spend hours trying to sort out payments with you as part of an administrative fee from myself?

Absolute fools, learn how to run a company.

UPDATE -

Reporting you to the property ombudsman regarding this too, not letting a faceless terrible company get away with these shady practices.

I am waiting for my lease extension to be signed, as E & M are party to it. It is the final document needed so that I can complete on the sale of my property. We have been waiting nearly four weeks and my solicitor has still not had a response.
I followed their instructions to e-mail them, but my e-mail was replied to with an automated message saying that they do not respond to individual enquiries. Therefore, I tried calling E & M several times but all of the extensions led to their website or an e-mail address. I even tried one of the payment option extensions just so that I had an opportunity to speak to an advisor. After being on hold for some time and I finally got through, when they picked up and I spoke, they hung up.
The property managing company for my building, who work with E & M, are also trying to get a hold of them on my behalf to try and speed the process up.
Aside from this incident, we had several earlier enquiries which needed to be answered by E & M in order to proceed with the sale, and these took several weeks. Again my solicitor had no response for nearly a month, therefore I tried to e-mail the provided e-mail address and they replied repeating exactly what I had asked without any answers to the enquiries.
It seems impossible to get a hold of anyone from this company. All I would appreciate is a response, or some support so that we know when the document will be signed.
I have dealt with many companies during the owning and sale of properties, and have never had such a poor customer service experience.