Thornley Groves reviews

Dear Elder, We are extremely sorry that you have experienced difficulty in trying to contact the branch. We trust you have now spoken with the relevant member of the team but should you need any further assistance please email complaints@thornleygroves.co.uk whereby the customer care team can assist you. Kind regards, Customer Care Team

Dear Christine, Thank you for taking the time to leave a five star review, mentioning the … More

Dear Babak, We are sorry to hear that you have not been happy with the service provided to you by Thornley Groves. I cannot decipher exactly what went wrong from what you have said, in order to defend our actions and also understand how we can improve the service for the future. I can assure you that although we are a business and so of course we aim to make a profit, we do so legally, keeping our fees transparent and fair. If you feel hard done by in anyway, I would suggest communicating your grievance with your Property Manage, who should be able to sort whatever problem there is. I hope this helps. Kind regards, Customer Care Team

Dear Zsofi, I want to start by saying that I admire your support for your friend who is a tenant of ours. I respect your concern for his well being and the fact that he is unfortunately unable to extend his tenancy as he had wished. However, I feel that you might be slightly misguided on what is actually happening here. Thornley Groves is governed by many different government and professional bodies and we have rules and laws to follow that protect both the Tenant and the Landlord. Unfortunately, in the case of your friend, he did not pass referencing, a process which is completely administered by the Tenant himself. We do not control what is said in the referencing process, the Tenant fills this in and it is then passed onto a third party referencing company who, using the information provided by the Tenant, gives us advise on whether we should continue a Tenancy Application. If the referencing company say that you are not able to afford the rent, or you have a CCJ, which makes you a risky tenant to rent to, no way of verifying your identity/employment/past proof of address, then they advise us, and in turn the Landlord, not to accept you as a Tenant. This process is there to protect the Landlord from possibly getting tenants that will go into arrears or damage the property during occupation. We are required by Law to uphold this procedure for any existing and in going tenants. Following the advise given from the referencing company, the Landlord decided not to continue with the Tenancy renewal and this is why a Section 21 notice was given to your friend which gives the Landlord possession of the property in three months time. This was provided in June and expires in September. He has been given 3 months notice so he had the opportunity to find alternative accommodation. The Government has issued a ban on evictions until the 23rd August 2020 due to the Covid Pandemic. The ban does not effect your friend, who has time until the end of September to find a new place to live. Finally, I want to conclude by saying that we are very familiar with the tenants affiliation with the Union Acorn, and understand that you and many of those that have persisted to give us bad reviews on this platform and others do so in an attempt to uphold solidarity in the community. We respect your efforts but unfortunately it will not change the outcome, as ultimately it was not our decision to evict or not evict tenants, it is the Landlord's, who will not authorise Tenants to move into his property that cannot afford to live in it. We wish your friend the best though and hope he finds accommodation that is better suited to his needs and requirements. Kind regards, Customer Care Team

Hi Alan We're sorry for not responding to your review earlier; we have a new Customer Care Team now who are managing all of our reviews and we just wanted to make sure we thanked you for your great rating. So thank you! Kind regards Customer Care Team

Dear Hannah, I want to start by saying that I admire your support for your friend who is a tenant of ours. I respect your concern for his well being and the fact that he is unfortunately unable to extend his tenancy as he had wished. However, I feel that you might be slightly misguided on what is actually happening here. Thornley Groves is governed by many different government and professional bodies and we have rules and laws to follow that protect both the Tenant and the Landlord. Unfortunately, in the case of your friend, he did not pass referencing, a process which is completely administered by the Tenant himself. We do not control what is said in the referencing process, the Tenant fills this in and it is then passed onto a third party referencing company who, using the information provided by the Tenant, gives us advise on whether we should continue a Tenancy Application. If the referencing company say that you are not able to afford the rent, or you have a CCJ, which makes you a risky tenant to rent to, no way of verifying your identity/employment/past proof of address, then they advise us, and in turn the Landlord, not to accept you as a Tenant. This process is there to protect the Landlord from possibly getting tenants that will go into arrears or damage the property during occupation. We are required by Law to uphold this procedure for any existing and in going tenants. Following the advise given from the referencing company, the Landlord decided not to continue with the Tenancy renewal and this is why a Section 21 notice was given to your friend which gives the Landlord possession of the property in three months time. This was provided in June and expires in September. He has been given 3 months notice so he had the opportunity to find alternative accommodation. The Government has issued a ban on evictions until the 23rd August 2020 due to the Covid Pandemic. The ban does not effect your friend, who has time until the end of September to find a new place to live. Finally, I want to conclude by saying that we are very familiar with the tenants affiliation with the Union Acorn, and understand that you and many of those that have persisted to give us bad reviews on this platform and others do so in an attempt to uphold solidarity in the community. We respect your efforts but unfortunately it will not change the outcome, as ultimately it was not our decision to evict or not evict tenants, it is the Landlord's, who will not authorise Tenants to move into his property that cannot afford to live in it. We wish your friend the best though and hope he finds accommodation that is better suited to his needs and requirements. Kind regards, Customer Care Team

Dear Roads Firstly, thank you for taking the time to post a review. We are very … More

Dear Friend of Tenant, I want to start by saying that I admire your support for your friend who is a tenant of ours. I respect your concern for his well being and the fact that he is unfortunately unable to extend his tenancy as he had wished. However, I feel that you might be slightly misguided on what is actually happening here. Thornley Groves is governed by many different government and professional bodies and we have rules and laws to follow that protect both the Tenant and the Landlord. Unfortunately, in the case of your friend, he did not pass referencing, a process which is completely administered by the Tenant himself. We do not control what is said in the referencing process, the Tenant fills this in and it is then passed onto a third party referencing company who, using the information provided by the Tenant, gives us advise on whether we should continue a Tenancy Application. If the referencing company say that you are not able to afford the rent, or you have a CCJ, which makes you a risky tenant to rent to, no way of verifying your identity/employment/past proof of address, then they advise us, and in turn the Landlord, not to accept you as a Tenant. This process is there to protect the Landlord from possibly getting tenants that will go into arrears or damage the property during occupation. We are required by Law to uphold this procedure for any existing and in going tenants. Following the advise given from the referencing company, the Landlord decided not to continue with the Tenancy renewal and this is why a Section 21 notice was given to your friend which gives the Landlord possession of the property in three months time. This was provided in June and expires in September. He has been given 3 months notice so he had the opportunity to find alternative accommodation. The Government has issued a ban on evictions until the 23rd August 2020 due to the Covid Pandemic. The ban does not effect your friend, who has time until the end of September to find a new place to live. Finally, I want to conclude by saying that we are very familiar with the tenants affiliation with the Union Acorn, and understand that you and many of those that have persisted to give us bad reviews on this platform and others do so in an attempt to uphold solidarity in the community. We respect your efforts but unfortunately it will not change the outcome, as ultimately it was not our decision to evict or not evict tenants, it is the Landlord's, who will not authorise Tenants to move into his property that cannot afford to live in it. We wish your friend the best though and hope he finds accommodation that is better suited to his needs and requirements. Kind regards, Customer Care Team

Hi Sarah Thanks for the great 5 star review, we really appreciate it! We look forward to the opportunity of working with you again in the future if you want to move again! Kind regards Customer Care Team

Dear Olivia, I’m very pleased to see that you have clearly been impressed by the overall service provided by Rhiannon, Senior Sales Consultant working at our Hale Branch. Thank you for taking the time to leave a review on Trustpilot and Google. Kind regards, Customer Care Team

Hi Colin Thanks for the great rating and review, we really appreciate it! Kind regards Customer Care Team

Dear Julie, Thank you for rating our Hale branch 5 stars. Kind regards, Customer Care Team

Dear Steve, We are sorry to note you did not receive the service expected from us, we would … More

Hi Christopher Thanks for the great review, we really appreciate it! We're glad that Rhiannon was able to help you complete your purchase smoothly and as stress free as … More

Dear Customer, We're sorry for not responding to your review earlier; we have a new Customer … More

Hi Belinda Thanks for the great review, we really appreciate it! Kind regards Customer Care Team

Dear Customer, We're sorry for not responding to your review earlier; we have a new Customer Care Team now who are managing all of our reviews and we just wanted to make sure we responded to your review. Your comments have been noted and normally we would investigate further any issues that have been mentioned. However, we understand you have now moved out of the property, so you may not want to take these matters any further. If that's not the case then please get in touch with us. Kind regards Customer Care Team

Thanks for the great review!

Hi Steve, Thank you for leaving us a 5* review! … More

Hi Ian Thanks for leaving us a great 5 star rating, we really appreciate it! Kind regards Customer Care Team

Hi John We're sorry for not responding to your review earlier; we have a new Customer Care Team now who are managing all of our reviews and we just wanted to make sure we thanked you for your great rating. So thank you! Kind regards Customer Care Team

Hi Michaela We're sorry for not responding to your review earlier; we have a new Customer Care Team now who are managing all of our reviews and we just wanted to make sure we responded to your review. We're sorry your felt our service was terrible and only worth 1 star at the time. Normally we would investigate further any issues that have been mentioned, however, given how long ago your review was left, we understand that you may not want to take any issues any further. If that's not the case then please get in touch with us. Kind regards Customer Care Team