Trusted Agent profile
★★★★★
144 reviews across 2 offices and 3 platforms
Thomas Property Group has two offices, in Chester and Waverton. Together they have 144 reviews on three platforms, rated 3.6 out of 5 overall.
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Thomas Property Group's two offices, most reviewed first. Each has its own page.
Newest first, from every platform, with the office each review is about. First names only.
1/5
TrustpilotI have today driven 2 and a half hours…
I have today driven 2 and a half hours to view a rental property with this agent There was nobody there to show me around. I contacted Laura at the office at 9.35am to see if anyone was coming to the property to assist with the viewing. It is now 11.15am with still no reply. I gave up waiting. What a waste of time and money Disgraceful way to treat people.
5/5
TrustpilotSara
I have had the privilege to work alongside one of the employees here, Sara for nearly 20 years, having lived in a property that she looked after, I have to say that she is unbelievably professional, pleasant and efficient in her role, I would highly recommend working with her when looking for your property.
5/5
GoogleExcellent management. Quick to answer any issues raised and very professional in handling all issues. Highly recommend!!!
1/5
GoogleUnfortunately a poor experience. The initial viewing itself was fine, but the way it was arranged and handled felt awkward and unprofessional, which didn’t inspire confidence. Despite genuine interest in the property, a second viewing was refused. The house was later taken off the market without being sold. In hindsight, it feels like a lucky escape, as I suspect the buying process would have been frustrating to deal with throughout and other estate agents in Chester I dealt with during my search were far better.
5/5
GoogleI moved 4 and a half hours away from home as a tenant and I was guided and supported throughout the process. I have been a tenant for nearly 2 years and whenever I have had an issue it has been dealt with immediately. I just want to thank everyone at Thomas Property Group for the support and especially Ashley who has been helpful throughout the years.
1/5
GoogleViewed a property where there was a lot of interest, was told we would all be informed when the landlord had made their decision. Chased up twice with two phone calls to a girl I think was called Meg? But still then heard nothing. It’s not hard to send an email informing people of the outcome, it’s common courtesy. Unreliable and unprofessional are the first impressions of this company.
5/5
GoogleA massive thank you to all the team for their support while renting a property for over 6 years. We had the best landlord you could ever wish for and the team at the office were always very responsive to the very few times we needed them. This included making sure we had hot water and heating two days before Christmas and immediate response to a lock issue. I would total recommend this company.
1/5
GoogleI called 3 times to arrange a viewing (spoke twice and once left a voice msg). I didn't get a call back at all. Surprised how they can carry on doing business like this, AVOID
1/5
GoogleThis letting agency (allegedly) rented out a property to a person with known substance abuse issues (assumingly) without doing the standard background checks. The reason for doing so is (allegedly) because the father of this addict is a landlord who uses the letting agency as property managers. They (allegedly) decided to do him a favour because of the business he's given them over the years. The consequence of this decision was that the property effectively descended into a temporary accommodation to homeless people, drug dealers and addicts. Criminal activity took place at the property on a seemingly daily basis. The decision that was (allegedly) made to let this property to this addict was not in the best interests of the owner of the property or the other residents of the building; it only appears to have benefitted the addict's father. The letting agency (allegedly) worked to try to delay a closure order being served on the property despite other residents' lives becoming a misery for a period of almost 6 months. The property was left in an obscene condition and has been boarded up for the foreseeable to prevent undesirables from returning to the property. 10/10 would not recommend.
1/5
TrustpilotNot conducive to disabled renters/tenants
Our experience with this agency was disappointing and frustrating. As disabled individuals, we rely on accessible and clear communication, and unfortunately, this agency did not meet those needs. Despite being open, forthcoming, and friendly, our emails went unanswered, and our phone calls seemed to be screened, Leah’s calls were answered, but mine were consistently ignored. One of the agents, Meg, was dismissive and unhelpful, which made our interactions feel unnecessarily difficult. While Alex was polite, we were ultimately told the property had been offered to someone else. However, Meg later claimed that the landlord had rejected all applicants, which left us confused and uncertain about the situation. We were also not given the viewing dates in time, further complicating the process. Overall, the lack of transparency, poor communication, and dismissive attitude made this experience very frustrating. We understand that landlords have preferences, but the process here felt dismissive, especially considering the effort we put in to communicate clearly. We hope the agency reflects on these issues, but based on our experience, we would not recommend it. UPDATE: I was mistaken about Alex giving us conflicting information, and I take responsibility for that. However, over two weeks we had to chase constantly just to get a viewing, and were never told Megan was off. The communication felt vague and inconsistent throughout. I stand by my review as a fair reflection of how this process felt from our side.
5/5
GoogleExcellent estate agents. Seemless renting process for tenants. Would highly recommend
5/5
GoogleExcellent service provided. I was kept informed from start to finish. Many thanks to Ashleigh and all at Thomas property group.
5/5
GoogleI want to specifically mention Hayley. She was so friendly, professional and made me feel even better about the moving process. Her warmth makes a huge difference to a stressful situation. Everything was pretty smooth and the other people I spoke to (Ashley) were very friendly too.
1/5
GoogleWe had a highly disappointing experience with Thomas Property Group when renting a property in Chester. Despite multiple email confirmations assuring us that the property would be ready on [X date], they informed us just two days before our scheduled move that the date had been delayed by five days. As a result, we incurred several hundred pounds in unnecessary moving costs, having already booked services based on their assurances. While they attributed the delay to the landlord, they should not have repeatedly confirmed that everything was on track, including specific reassurances such as stating the landlady had visited their office and that everything was proceeding as planned. Their lack of reliability and poor communication caused us significant inconvenience and financial loss. We are now considering escalating the matter to the Property Ombudsman. Based on our experience, we would strongly advise others to avoid this agency.
1/5
GoogleCalled 3 times to try and view a property on a Saturday. Was told would call me back but never did. Called again and was told the owner doesn’t do viewings on a weekend. Didn’t even offer to try and call the owner to arrange something. Told a point blank no by Charlotte. I’d be very annoyed If it was my property they were selling especially as I’m a cash buyer! Will have to try and contact the owner myself by leaving a note!
5/5
GoogleAbsolutely amazing service from the team here, very quick to respond and keeping you updated. Made the letting process a whole lot easier and quicker than I expected. Special shoutout to Meg who was very helpful and friendly with us.
5/5
GoogleThe entire staff have made the purchasing and subsequent letting experience effortless and seamless. You are made to feel comfortable with whomever you are communicating, whether by phone or email, and responses are always timely. Even the smallest if things are dealt with quickly and, above all, professionally. I would highly recommend them.
5/5
GoogleFrom first contact the team have been exceptionally helpful and patient with us. Communication has been excellent and the whole process of moving (at a busy and stressful time of year anyway!) has been made easy by their helpful and understanding attitude. Thank you.
5/5
GoogleGreat service, the team were lovely
5/5
GoogleWonderful service from the team here! From the first time I popped in on a rainy November afternoon right until i got our keys it was absolutely terrific . Very easy to contact; efficient and professional from all the team. Lovely.
1/5
Googleso unprofessional. every representative speaks to you like dirt and can’t even give you a straight answer. save yourself the hassle and just don’t bother
1/5
TrustpilotBadly conducted and lazy end of tenancy checks
Badly conducted and lazy end of tenancy checks. I have had several properties 'managed' by Thomas property, but no more. They are very bad at ensuring the tenants sign the inventory at the start of a tenancy, in one case the chairperson of a tribunal did not allow the inventory as evidence of the original condition of the flat. Thomas's did not tell me of the tribunal so I could not provide the evidence that the settee she ruined was brand new when she moved in. Which ever 'professional' cleaning company they use could do with lessons on dusting and cleaning on the tops of furniture and fittings. The last time I used Thomas's I specifically asked that this was checked for...did they do it - no. I had one tenant who preferred to contact ourselves directly as messages were just not getting through.
5/5
GoogleGood service and lovely people assisting as quick as possible.
5/5
GoogleThey were extremely helpful in getting my partner and I our first place to rent together. Always available to answer questions quickly. Would highly recommend
A review that appears on several offices' pages is shown once. We leave out reviews that name another agent.
Chester has the most, with 138 reviews rated 3.6 out of 5, followed by Waverton with 13.
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