Enclave: Croydon — Attraction in London

DON'T BE A GUARANTOR TO THIS PLACE! THEY ARE TOO EAGER TO GET PEOPLE INTO CONTRACTS, NO COMMUNICATION WITH YOU, LIMITED INFO

An overzealous relative somehow managed to get a place here with me as his guarantor -- despite him being on Universal Credit meaning that he didn't earn the standard two times the rent; despite them doing checks on my finances showing that I don't earn the standard three times the amount of the full rent (although some recommend that this should be closer to 3.5 times when the tenant is unemployed or on low income). My relative had meetings with them and the JobCentre and, somewhere down the line, thought that UC (payment plus housing benefit) would cover most of the rent and that the guarantor was nothing more than to guarantee the payment of what was left. In retrospect, this seems silly to believe but, stress, this is what he told me before signing the contract, and, considering that Enclave didn't have any contact with me while they were remaining in contact with him about his move-in money and his move-in date despite him only doing temp work, I felt that this was the case. Turns out, it wasn't and my relative fell behind on rent after a couple of months and, out of the blue, Enclave asked me to set up a standing order for £1000 per month. They knew he was on UC, they knew I didn't save £1000 per month, and they had no communication with me despite KNOWING that I would not be as the contract suggested - a 'guarantee' that they would get a payment 'should the tenant fail to' pay - but the person who they would expect the pay almost a third of my salary (increasing to 35% when I return to my previous role at my job -- something they would have known if they spoke to me).

I told him that he should surrender the property as it was too expensive and his misrepresentation, while innocent as I think he genuinely believed it to be true, would invalidate my signing of the contract. Instead of taking any accountability for their role in this; acknowledge that they should not have accepted the application until he was in full-time employment or, again, spoke to me in person (not just sending a contract that only had three points about the role of a guarantor), they sent a brief email asking for him to pay over £2700. No phone number so the issue can be discussed, no waiving of the incentive repayment (something added due to his low income), just asking him to reply to the email.

I don't know what was said in the meetings that convinced him think it was a good idea to sign - he is an adult but he is not one who have taken such actions in the past and, while someone being on UC should not disqualify them from renting here or elsewhere if they have a guarantor for it nonetheless, I am surprised how readily they got him into this contract especially as other places with lower rent refused his application. A competent and professional renter should have the expertise and knowledge to advise prospective tenants whether - with everything considered - the place is right for them.

Enclave didn't care at the start and, somehow, care less now

mild dyslexia,...

Let me start by saying the amenities at Enclave Croydon are truly amazing. The gym, sauna, and steam rooms are facilities I thoroughly enjoy. The rooftop offers one of the best sunsets you’ll see in London, and the private dining rooms are perfect for hosting family and friends.

However, as incredible as the amenities are, my overall experience living here for nearly five months has been deeply disappointing due to the poor management, lack of professionalism, and dismissive attitude from members of the day front-of-house team, assistant manager, and maintenance team.

I have experienced being ignored and dismissed when asking for updates about my maintenance issues, some of which have taken 4 months to be addressed and is yet to be resolved. On one occasion, I was told “not to argue” when I calmly asked how my small welcome mat could be considered a health and safety hazard (picture included), while at that very moment, I had two large wardrobe doors leaning against my wall near my bed, posing an actual safety risk. (picture included)

The maintenance team has changed three times in less than five months, making it almost impossible to follow up on requests. Many issues remain marked as “in progress” or “on hold” in the Loft Living app with no communication, updates, or scheduled visits, unless I personally chased them daily or took time off work to get a response.

I wish I had read an honest review like this before moving in, which is why I feel it’s important to share my experience now. The building itself and its amenities are excellent, and there are a few staff members who are genuinely professional and kind (Shout out to both Peters and Elizabeth as well as the Night staff). But if you are considering moving in, be prepared for inconsistent service, lack of accountability, and to walk into your home greeted by staff who often appear uninterested, unapproachable, and loudly discussing their personal lives at reception.

The space has great potential, but the management and service delivery fall far below the standard expected from a building of this calibre.

Update: Unfortunately, the “solution” offered has only added to the inconvenience and stress I’ve already experienced. After nearly four months, all I have been told is that my situation is “under investigation,” with no clear timeline, resolution date, or meaningful explanation for the delays and disruption to my quality of life.

Being told to move apartments rather than having a long-standing issue properly resolved only adds to the inconvenience and stress I’ve already faced. I’ve been extremely patient throughout this process, but after months of repeated apologies without meaningful action, it’s clear that resident wellbeing and accountability are not being prioritised.

If this reflects “the standard you strive to uphold,” it falls far short of what residents should expect from a building of...

Update and reply to Enclave: thanks for clarifying your nighttime concierge’s duty. But you did not answer me on why he “rearranged the cushions on the sofa closest to where I was sitting AND lingered about in the room while all the time looking in my direction instead of checking the room if this was his purpose/duty” which was clearly a sign of his being nosy about what residents were doing. You also did not reply to me why only this particular nighttime concierge. Behaved like this but never his colleagues when he was not on duty.

It’s ok. You do not need to reply to me anymore because you will only be defensive. But I hope you would understand that your staff have a duty to be discreet and not being intrusive into residents’ personal lives.

• Original comment *

The nighttime concierge is too nosy and seems to be nosing about what residents are doing while we enjoy the facility amenities.

All the other nighttime concierges (when the above is on his day off) are great and never do what he did.

I am very sure he was not doing regular checks from the way he conducted himself when he entered out of the blue. For example, on one occasion, right after entering the room, instead of checking on things if this were his purpose, he rearranged the cushions on one of the sofa closest to where I was sitting!! This was clearly not his job but should have been the job of a housekeeping? After rearranging a few cushions -- which really didn't make any difference because all the cushions were already neatly placed on the sofa -- no one had moved them -- he lingered on for a few more seconds and then left! AND he ONLY came in to rearrange the cushions and did NOTHING ELSE!

ALL his colleagues have been discreet when they entered the room on other occasions, trying to cause as little disruption as possible. They just entered, did what they needed to do then left--very discreet throughout the process.

If it were his duty to check the different rooms/facilities, then:

1. I should have seen him everyday at the same/similar time when he's on duty because I use the room at the same/similar time everyday. But I only saw him twice and on both occasions, he made his entrance clear and noticeable such that I had to stop immediately to see what he wanted (of course he was only there to be nosy about what I was doing).

2. The other nighttime concierges (when he was not on duty) never did what he did. They never even left the front desk which was where they should be sitting because they needed to make sure residents could find them AND that no strangers entered the building.

Even though he did this only twice, it was enough to make me to feel very uncomfortable when seeing him because:

1. I hate people snooping around and being nosy about what I do;
2. I wonder what else he could/would do -- does he have access to the residents' register with all our personal...