Trusted Agent profile · Bexleyheath
★★★★★
508 reviews across 1 platform
Baynes House, 210 The Broadway, Bexleyheath, DA6 7BG
Acorn's office in Bexleyheath, at Baynes House, is rated 3.4 out of 5 across 508 reviews on 1 platform.
Every review we hold for the Bexleyheath office, from every platform, shown as written. First names only.
5/5
TrustpilotExcited
Hi I have found all the team very helpful and supportive We had a shakie start as I felt lack of communication made me feel anxious about the process I spoke to them about this issue and it was resolved straight away abie has been a Star pleasant polite and positive throughout A big 😊 you
Thank you Neelkanth for takling the time to leave us a review of your experience using our services. Best wishes. Acorn Customer Services.
1/5
TrustpilotTHE SIX FAILS OF ACORN - NOT TO BE CONFUSED WITH THE TWELVE DAYS OF CHRISTMAS
The only good thing I can say about Acorn is that we are no longer letting our flat through them. FAIL ONE: Their very aggressive letting agent offered to discount our first month set-up fee from £360 to £199 but they charged us £360 regardless. The letting office denied all knowledge of the discount and it was a battle to get it reinstated. FAIL TWO: We rapidly discovered that almost all our calls and emails to Acorn went unanswered and it was virtually impossible to communicate with them. FAIL THREE: They charged us £180 for a PAT electrical appliance test, and we received no response when we queried it, or when we queried their lack of response. We subsequently discovered the PAT test was not a legal requirement, and that they had not even performed it. They then denied charging us for the test, and we had to prove that they had. FAIL FOUR: They also charged us £210 to apply for a Croydon landlord licence fee on our behalf and then left the application incomplete, whereupon we received a threatening email from Croydon Council demanding immediate payment. FAIL FIVE: They charged us £96 for a plumber’s visit in which the plumber did nothing except suggest spending over £400 on replacement bathroom taps, when we knew that the originals had cost £64.75. When we tried to follow up direct with the plumber he dropped all communication with us. FAIL SIX: Finally the tenant abandoned the flat without notice, leaving it in a filthy state and full of junk, with bathroom fittings pulled out the wall. We notified Acorn by phone and email with photographs of the mess. The tenant then advised both Acorn and ourselves by email that she could not afford to clean it and that we would have to pick up the cleaning tab ourselves. We had it professionally cleaned at our own expense and emailed Acorn on 22.05.2020: “Please advise where we may pick up our keys on 28.05.2020” which was the date the tenancy legally ended. Predictably there was no reply and their local office was closed on 28.05.2020. However, on 29.05.2020, the day after the tenancy ended - they sent in a check out team who left lights on, drawers and cupboards open, items on the kitchen counter, the toilet seat up and the new throw and mattress cover pulled off the newly cleaned bed, the day before our new agents were due to show it. For this unauthorised incursion, they charged us £159. When we challenged this, they insisted that we were contractually obligated to pay for a checkout. We responded: “What part of “Please advise where we may pick up our keys on 28.05.2020” do you not understand?” I received the response: “I cannot see that you received a response from us to confirm key collection.” Yes, dear readers, you read that right. They didn't have to return our keys on the grounds that they ignored our email requesting the return of our keys! Best of all, Acorn gave the tenant a copy of the check out report as well as a reference, allowing her to pass on the abuse the next landlord.
Dear Melissa. We are obviously disappointed to read your review but can see that our Department Manager has provided you with comprehensive explanations of the issues you have raised, including apologies where they are due. You have been given the opportunity to escalate your complaint and we are of course happy to cooperate with any investigation The Property Ombudsman may make on your behalf. Thanks. Andrew Roberts - Customer Relations Manager
1/5
TrustpilotIt's not rare to have problems which…
It's not rare to have problems with state agents when ending a letting contract, but Acorn took it to another level.We handled a two month notice according to a break clause in our contract and after receiving a quick response of acknowledgement and a deed of surrender, we noticed that in it says that we have to pay £995 just for the Landlord to accept the notice and that " 3.The Landlord has no obligation to return any part of the Deposit to the Tenant."How big of a joke is this? After several emails, one of the property managers told me that she would not change the above mentioned clauses.They want me to sign a deed of surrender saying that I have absolutely no right about the deposit I putted through in the beginning of the tenancy.I will raise a formal complaint with The Property Ombudsman if this ridiculous clauses are not changed.Take your own conclusions about how outrageous is the treatment you will get when you end your contract with them.Update:Of course, I will email, but how couldn't you see the £995 is beyond my comprehension, as this: "In consideration of the Landlord accepting a surrender of the Tenancy the Tenant agrees to pay the sum of £995.00 OR relinquish the Deposit paid in the sum of £995.00 at the commencement of the Tenancy"was removed from the deed without changing any letters (or numbers).Update 05.11.18With Andrew's push, they remade the Deed.5* to you Andrew.
Dear Ana, I am sorry, but I have no idea what you are referring to in you review. I can see that my colleague has been in communication with you today regarding your termination and nowhere does it mention £995. The clause regarding the deposit is a standard clause on all tenancies and is there to safeguard the landlord against any damage you may have caused to the property. If there is no damage caused by you then you will have your deposit returned in full.I would be grateful if you could email at Andrew.roberts@acorngroup.co.uk, to clarify any points I may have missed. Thanks. AndrewUpdate - 5/11 following this, I have reviewed the deed of surrender and agree that the wording and terminology used was ambiguous. I sincerely apologise for this and can confirm that this has been revised. A new deed will be sent to you shortly. Thanks Andrew
1/5
TrustpilotI would not recommend to my worst enemy
The worst estate agent that I have ever experienced in my entire life. I’ve never had to deal with estates agents that have been so difficult to get in contact with and then becoming threatening when they don’t get what they want straight away. We are currently going through a pandemic where people are losing there jobs and only getting paid 80% of there wages however Acorn have had the audacity to email us to say they’ve opened up a claim for some money that was still being discussed and they had not answered many questions that We had asked. They left 3 of us in a flat in winter for a week with no heating or hot water and couldn’t tell us who the supplier was and they weren’t able to send anyone out to fix it. I don’t like to name names but Sian in particular has come across as rude, communication and getting the needed information has been very difficult, which I can understand in some regards due to the Covid situation but surely Acorn should be more fair and lenient towards tenants at the moment. We were also getting charged for almost £300 a month for gas and electric when we all work in the day time and Acorn simply didn’t care at all. This is simply disgusting behaviour and I never normally do reviews but Acorn has kept us up at night with anxiety and uncertainty. I want to prevent others from going down the same path and having the same mentally draining experience as us and many others.
22/5 Update - Following our review of this, the tenants have been spoken to and all queries answered to their satisfaction. Thank you for raising. Andrew RobertsMorning Maria. I am sorry to read your review and as you say we are in difficult times for all concerned at the moment and can assure you that we, as agents, are trying our best to resolve any issues whilst recognising our obligations to both tenant and landlord. I cant find you on our system from just your first name, but perhaps you could drop me an email with your property address and I will investigate for you. Thanks. Andrew Roberts - Customer Relations Manager (andrew.roberts@acorngroup.co.uk)
5/5
Trustpilotwe sold our property through Acorn…
we sold our property through Acorn Estates Northumberland Heath. Very Happy with feed back throughout sale. We would highly recommend this office. Manager Joe and his team a big thank you.
Thank you Ann for leaving us a 5* review. We are really happy that you were pleased with the service you received from Joe and the team. If I can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
1/5
TrustpilotWe began our journey with Acorn 3…
We began our journey with Acorn 3 months back and have been chasing the property manager to send us the contract prior and during the lock down. We have emailed tirelessly followed by consistent phone calls to which we're dismissively told that we will receive 'the contract and information tomorrow'. The reality is every-time this is said, we receive the urgent information 2 weeks later after chasing and calling if we're lucky. We received the initial contract on the 27th of March, only a few days before our official move in date with a with a plethora of issues/ mistakes in the contract. One key one being we were told the property was bills included to which we've only just been informed it isn't. We promptly called and tried to amend this early via email with no response from the manager. We then received response ignoring our prior mentioned issues to let us know the move in date needed to be postponed, 3 days before the perviously agreed date leaving us in a predicament. Then when the new postponed move in date came, again we received absolutely zero response. The property manager knows nothing about the accommodation regarding key knowledge like whether the flat is furnished or unfurnished. The property manger has been unprofessional, has been giving us poor information and and is disrespectful with our limited time.
Dear Sheena. I am sorry to have read your review and have escalated the issues to senior management. Someone will be in touch with you soon. Thanks for your patience. Andrew Roberts - Customer Relations Manager
1/5
TrustpilotWould leave 0 rating if i could
Would leave 0 rating if I could. I moved out in August and i'm still on the tenancy, despite me talking to several people over the course of this time and it being stated to me on two separate occasions that the new tenancy has been issued. I've been told i owe thousands of pounds in rent which i don't as i don't live there anymore and now they're refusing to tell me if it's been escalated to credit companies. Quite honestly dumfounded by the lack of organisation and respect from acorn.
Dear Billie. I am sorry to read your review and for any inconvenience caused. I understand that the issue has now been resolved to your satisfaction now. Thanks. Andrew Roberts - Customer Relations Manger
1/5
TrustpilotSo disappointing
Promised 4 weeks rent back at the end of our tenancy. 2 months later and we are still waiting. They are trying to lay the blame on the landlord but it wasn't the landlord who advertised that promotion but them (false advertisement?) Now they don't even reply to my e-mails. Unacceptable. We always paid our rent on time and kept the flat in excellent condition. We are so disappointed.Edit. Yes, I off course Ido have the email!! I just can't believe that after all this and after all those months you require 'evidence. I have already sent that email the day we moved out and it's still 'being handled'.
Elina - as you can see from my title, I am independent and trying to help. Please send what you have to the email address below. Thanks. AndrewHi Elina. I am sorry to read your review and have made some initial enquiries. You say that you were "promised" the rent rebate, other than the advert you reference, do you have any written evidence you can send me please? Thanks. Andrew Roberts - Customer Relations Manager (andrew.roberts@acorngroup.co.uk)
1/5
TrustpilotLonger than 3 months to fix a hazardous water leak
Been living at a property they manage for nearly 3 years. Always paid rent, always been a good tenant.On Jan 23rd, I advice them that I have a leak in my kitchen that is spreading fast. The wall is wet when I touch it, the wall is cracked and there are damp patches all over the area. I reported it and I didn't get my first contractor visit until March 19th. Do you want to know why?Acorn couldn't work out whether they held management keys for my property, although a landlord is paying them to manage it. The first time their contractor made an appointment with me (nearly a month after I reported the leak) they couldn't let him into my property to carry out the repair because they thought they had management keys for my property... but they didn't.Then they advice me that they realised they do have management keys for my property. I set a contractor visit for March 16th. This time, the contractor couldn't attend because Acorn forgot about it and left the management keys with the landlord.So, to make a long story short, they made me miss out on two contractors appointment in a 3 months period although I have stated in several emails that my health was being affected. I am in quarantine since March 13th, and the damp is giving me a really bad sore throat.It's April 9th and they still haven't fixed the issue. I may have to forward our email thread to the landlord because they are paying a company that can't even work out whether they hold management keys for a property or not...Stay away.MY REPLYYou have never contacted my neighbours to find out when they would stop self isolating, which they did about 2 weeks ago and also; the pipe leaking is OUTSIDE their flat. The contractor wouldn’t have to come in contact with them to fix it.The landlord changing is none of my concerns, as it’s your duty to take on any property you manage and make sure you’re up to date with the details, just like I’m expected to pay my rent every month without fail.
Hi Arianna.Firstly, I am sorry that you have been experiencing some issues with your tenancy, but just wanted to correct you on a couple of points.We haven't managed the property for 3 years. The property you rent was sold to a new landlord in September 2019 and until that date, your previous landlord managed the property himself, so we have only had management keys since the change in landlord. We accept that there was initially some confusion over the location of the keys as another contractor did not return them when they should have but we should have been more aware of this situation at the time.When the quotation for the works was obtained and approved by the landlord the contractor was unable to attend to the works as I understand one of your neighbors was self isolating and would not allow access. As the contractor themselves have also shut down down due to Covid19, we have arranged for a new contractor to attend next week.We hope to have all issues resolved as soon as possible and again sorry for any inconvenience that has been caused by this.ThanksAndrew Roberts - Customer Relations Manager
1/5
TrustpilotTerrible service
The agent did not know the details fo the flat when showing it to me (furnished/unfurnished, available from what date etc) When I made an offer many of the details I had been given changed. I had to constantly call and email for several weeks to get a tenancy agreement written, which was finally arranged days before I was set to move. On the day of the move the keys were not available so I was not able to move in. It took several more days of emails and phone calls for an agent to ring me and tell me it was my fault the keys had not been available (it wasn't), and warned me not to complain lest it ruins my relationship with my new landlord. While some members of staff are clearly hard working and conscientious they are let down by a number of lazy and dishonest colleagues who blame their customer when their failure to do their job backfires.Edit in reply to Acorn:No I am not in my new property. I was unable to reorganise my move for the following weekend and may now have to wait until the movement restrictions are lifted.
Dear Michael. I am sorry to read this and for the issues you experienced.I will of course investigate the issues in detail when we return to normal working.I trust that you are now settled in your new home and if I can help further please let me know.Thanks. Andrew Roberts - Customer Relations Manager
1/5
TrustpilotJust had someone from acorn cold call…
Just had someone from acorn cold call me as I am selling my flat with some other estate agents nearby, when I politely said no there was nothing he could help me with, he demanded to know why I wanted to get off the phone, called me rude then slammed the phone down. Who are these people?In response to the answer from acorn below, the person who contacted me has my email address. A letter of apology would be nice?
Hi Jude,I am really sorry to hear this.The call and individual has been identified and will be dealt with harshly internally.Thank you for raising this and again apologies.Thanks. Andrew Roberts - Customer Relations Manager
1/5
TrustpilotThe bannister being broken for best…
The bannister being broken for best part of 2 years and lack of hand rail and as a result I fell down stairs have a fracture and soft tissue damage We had 3 contractors out and STILL NOTHING done Try checking again Keith Hart Thornaby
Hi Colleen. We are sorry to read your review but having checked I am unable to find any tenants with your name on our system. Could you email customerservices@acorngroup.co.uk with some more details of your property/tenancy so that we can investigate further. Thanks
5/5
TrustpilotRainham (Kent) branch were fantastic!
We used Acorn, Rainham for both sale and purchase and we would recommend to anyone. Their approach was personalised and professional throughout and we had a very good experience, the team are all committed and knowledgeable. If we ever need to use estate agents again this will be our choice of agent.
Thank you Matthew for takling the time to leave us a review of your experience using our services. Best wishes. Acorn Customer Services.
1/5
TrustpilotThey don’t even deserve1 star
They don’t even deserve1 star, they have been the worst institution that I have dealt with in my life. Their services are horrendous. The people working there are rude and hard to talk to. Their flats are not safe, no sound proof and expensive. We have lived in one of their properties for 2 years. The alarm was going off 3 sometimes 5 times a week, the lifts were always broken. On top of that, they have decided to change the cladding when we moved in. The noise was unbearable.Be really careful before signing any contract with them
Dear Nawal. I am sorry to read your review and I also sorry that you felt that our team were rude. The issues you raised relate to the building itself and because the residents were not abiding by rules and instructions made clear to them during their tenancies. The cladding needed to be changed for hopefully obvious reasons and feel that it is better that the building owner took this step to protect the residents..your complaint may have been very different if they hadn't! Overall, I feel that you review is unfair but but happy to discuss your issues in person if you feel I have missed something. Thanks. Andrew Roberts - Customer Relations Manager
1/5
TrustpilotIf I could give 0 stars I would
If I could give 0 stars I would, I have been lied to constantly, I was told there were no parking spaces being distributed until I spoke to a new Tennant who was given a parking space the week she moved in, I had been asking for 13 months, I only got a space because the office manager didnt put my call on hold and I heard her entire conversation, this is when I realised that they had been lying to all tenants. Issues with my property take around 12 months to resolve, my intercom was faulty from the day I moved in and it took 1 year for it to be fixed, my windows leak when it rains and it's been 10 months since I reported it, and I am still receiving excuses, the excuses I have been given now is the same one from 8 months ago. Would never go through acorn again. Very unprofessional and communication is awful.
Hi Jade..we have now spoken direct on this and whilst I completely understand your frustrations and anger, we too are waiting for the landlord/freeholder of the building you live in to instruct contractors. As you know, you live in a large development and the issues you have affect a number of apartments. We are constantly chasing the landlord to provide us with a works schedule and update the residents as and when have information. I am sorry for your experience and have agreed to update you personally weekly. Thanks. Andrew Roberts - Customer Relations Manager
1/5
TrustpilotNothing good to say
I actually find it difficult to give them a 1. I was buying a house through them and they negotiated with us & the owner as there were problems and we pulled out. The seller did not stick to the agreement Acorn negotiated between us. I was left out of pocket & I have emails to prove it. Acorn we’re rude & unprofessional.Now the have black listed me & won’t let me look at any of their properties.
Hi Jacqui. I am sorry to read your review and have spoken to the branch in question. It appears that your understanding of the agreement differs from that of the owner and the branch, but I am happy to review your emails if you would like to send them to me at andrew.roberts@acorngroup.co.uk. Thanks. Andrew Roberts - Customer Relations Manager
1/5
TrustpilotIf you are thinking of selling your home…do NOT use Acorn Estate Agents
If you are thinking of selling your home please do not use Acorn Estate Agents. They will not sell your home. They will keep you in the dark over what is happening to the sale. They never get back to you. They are rude and abrupt if you pester them over the sale. They will cause you a lot of stress and you will lose the home you wanted to move into. Footnote: I am now paying council tax on an empty house due to Acorn's reluctance to keep me informed on what was truly happening in the chain.
Hello. I am very sorry to read your review and would really like the opportuntiy to investigate the points you have raised. Would you be able to drop me a line with a few more details and I promise that I will speak to those involved and take the necessary steps to improve our service. Thanks in advance. Andrew Roberts - Customer Relations Manager (andrew.roberts@acorngroup.co.uk)
1/5
TrustpilotUtterly incompetent building manager
Possibly the most unprofessional and incompetent property management I've ever encountered. Slow to rectify faulty public areas and unclear communication. I've had several issues with regards to rent payments, misleading information regarding apportionment of rent to the extent where I have had to seek advice from citizens advice and Shelter who advised me to report to trading standards. Only after providing this information was I listened to however, property manager is now avoiding direct communication with me which frankly, is the most pathetic thing I've ever come across. Probably won't be renewing my tenancy because of this ridiculous inability to manage anything let alone an entire building.
Hi Nicola. Firstly, I am very sorry to read your review. Whilst we accept that there are inherent issues with the building that are largely out of our control as they require the freeholders involvment, communication and our management of your tenancy should not be affected. I will investigate the issues you claim and will repsond to you directly. If I can help further please do drop me an email at andrew.roberts@acorngroup.co.uk. Thanks. Andrew Roberts - Customer Relations Manager
1/5
TrustpilotExceptionally poor property management…
Exceptionally poor property management company. As others have noted, constant changes to the account manager, cancelled appointments, accusations of not being up to date with payments (lots of time spent proving I made early payments), claim they had keys for showing property only to find they didn't on the day requiring me to rush home, attempt at getting us to pay for another deep clean at check-out and to top it off 2 month wait to have our deposit returned. The sheer incompetence of Acorn is incredible and would avoid at all costs.
Hi Don. I am very sorry to read your review and have read through the file notes of your tenancy. It certainly appears that there have been too many instances of poor service and for this I can only apologise. I can assure you and others that your feedback is envaluable and we do strive to make the necessary process changes and provide staff with additional training to enable them provide all customers with the experience they would expect. I would add that we manage over 3500 tenancies and the vast majority of our tenants and landlords are happy with our service as you can see here. https://goo.gl/maps/9YcQHNkuncPmBtfR9. Again apologies and if I can help further, please do let me know. Thanks. Andrew Roberts - Customer Relations Manager (andrew.roberts@acorngroup.co.uk)
5/5
TrustpilotExcellent customer service
It was my great pleasure recently to meet with a member of the Senior Lettings team at Acorn, to consider management of my property. They were punctual, knowledgeable, efficient ( without being officious), they followed up with emails, and gave us space to consider our decision. I have not seen customer service of this quality for many years, and would highly recommend them to anyone considering letting their properties.
Thank you Sharon for taking the time to provide us with a review of your experience. I am delighted to hear that you were happy with the service you received from Josh. If we can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
1/5
TrustpilotWhen is a Deep Clean not a Deep Clean?
I was charged £282 by Acorn which was for a 'deep clean' when I eventually moved out of a two-bedroom flat. £282 to clean 4 rooms! Must be some clean I thought. Wrong! When I moved in, the flat was filthy, dirt under beds, floors not clean, fridge not clean, freezer doors frozen (so couldn't be cleaned). Acorn informed me it would be cleaned before I moved in. When I questioned this they maintained it had been cleaned and that the cleaners do not move furniture (during a 'deep clean'!). They apologised for the rest of the dirt the cleaners didn't clean. I have just moved out and was looking forward to the Inventory Check-out stating how clean the property was (after the £282 cleaning for just 4 rooms). Not so fast!!! My inventory check-out states, and I quote " cleaned domestically to a poor standard". That's the statement the owner gets - after me parting with £282 two years ago!
30/10/19 - Follow up. Following our investigations and further apology, you received your full deposit back without any deductions. Again, I am sorry that this matter occured but you are happy with the outcome. Thanks. AndrewHi Eamonn. I am sorry to hear about these issues. Let me speak to those involved here and I will come back to you directly. Thanks. Andrew Roberts - Customer Relations Manager.
1/5
Trustpilotmassive issues with heating and water. ACORN NO HELP AT ALL
since we moved in 2/3 weeks ago we have had constant issues with our boiler and our water. chasing down updates on what will be done about it is exhausting and painful. we have been told multiple times we will recieve a call back and never recieved one. the issue was a major problem but now we have nothing but grey water coming out of our taps.help from the acorn group is non existent and makes me wonder why I'm paying such a large amount of rent for a property that doesnt even have heating or clean drinking water.beware of the lack of help provided from this managing agent!
Hi Jon. I am sorry to read your review and have spoken to your Property Manager already this morning. The boiler needs replacing and because Lambeth Council are the flat owners, we are waiting to get a timeline from them. Not acceptable I agree and also not acceptable that you are not getting regular updates. You will be getting a call this morning. Thanks. Andrew Roberts - Customer Relations Manager
1/5
TrustpilotDealing with acorn head account…
Dealing with acorn head account management team from the head office is not only paintuful but mentally exhausting. Not only that the people working there are not familiar with all the new regulations imposed by the government but they are misleading (writing false emails) and dishonest. Getting several emails explaining that I was owed variation of refunds from the agency just to learn that actually I own them a renewal fee. So far notting has been done about it. Stay away from Acorn!!!
Hi Martin..I am sorry to read your review. I have checked our notes and unable to see any particular issues other than..as you say working with the landlord to understand the new legislation and what is due back to you. Rest assured, we do understand the new legislation and will ensure that anything you are due will be returned. Equally, renewing a tenancy still attributes permitted tenancy costs. If I can help further, please email me at andrew.roberts@acorngroup.co.uk. Thanks. Andrew Roberts - Customer Relations Manager
5/5
TrustpilotAs the intermediary for the freeholders…
As the intermediary for the freeholders of a small block of flats situated the Forest Hill area I have had the pleasure of dealing with Acorn Estate Management for over 10 years. Acorn provide a professional, excellent, polite, efficient & where necessary advisory service. I would have no hesitation in recommending Acorn as managing agents. This has been so since the beginning of the relationship. I have found the staff helpful & some like Sarah & David are always prepared to go that extra mile if necessary.
Dear John. Thank you for taking the time to leave us with a 5* review. We are so happy that you were pleased with the service youhave received from our Estate Management team and if I can help further, please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
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