Acorn Bexleyheath reviews

★★★★★ 1/5

Trustpilot

Incompetent staff, take deposit then refuse property

The very first agent i spoke to on the phone to view a property rental was extremely awkward, which isnt a great first impression but no major warning signs yet.We turn up at the property and turns out the agent had double booked themselves multiple times so despite turning up 45 minutes early we ended up seeing it late. Okay, slightly annoying but it happens.Then they asked us to fill out a sheet with our information, who would be moving in etc. Filled it out, sent it to them and phoned them up to make sure it was received etc. Seemingly there was no issue since they then asked for a holding deposit from us after receiving all this information not long after (bearing in mind the information on this property stated it was available immediately but actually wasnt available for a month, which we found out at the viewing). We pay the holding deposit immediately, all fine.The agents didnt phone us back with any info on what was happening so we phoned them up and then they came up with multiple excuses such as "oh, we think theres too many people moving in..." Okay, thats not much of an issue since 2 of the tenants travel very frequently and will only be there for a limited time in the year. It was a 2 double bedroom house with 4 people listed to go on the tenancy, so I dont understand how this is somehow an issue but I digress.This was explained and the agent said okay, they would phone the landlord and inform. We never got a phone call back. We phoned them again, turns out that agent wasnt working that day and seemingly never phoned the landlord either so we explained it to a second agent again. They said okay they would phone the landlord and explain it and phone us back... Surprise surprise, we got no phone call back yet again. We phone them back again another time a couple days later and get back on the phone to one of the agents again, then they say that the landlord doesnt think we're telling the truth...? But they saw all of this information on the form we filled out before we paid the holding deposit and it wasnt an issue but now suddenly they dont believe us? We also were told we needed to pay 12 months in advance to be eligible to rent the house, which we said was fine and not a problem. We also had a landlord reference ready if they needed it which was never asked for.They took our holding deposit and didnt inform us that they had given the property to someone else, plus the property was still listed as being on the market (still is in fact) the whole time, despite us paying the holding deposit already.They took our money then never bothered to phone us back a single time to inform us of anything that was happening and obviously they had another set of people in mind to move in but again, never phoned us up and never intended to take us in the first place.Incredibly incompetent set of staff that will take your money for ransom for as long as possible that never phone you to inform you of what is going on. I was shocked to see how bad their ratings were, definitely will never use these agents ever again. Avoid them like the plague. The reviews are completely accurate.

Emily · 22 July 2019

★★★★★ 1/5

Trustpilot

Worst of the worst

Worst of the worst. Avoid at all cost.Some examples from my experience with Acorn:- The agent wrote the wrong flat number in the contract and wouldn't believe me when I told it was wrong.- The contract had lots of other errors too. "I never read these things. I know I should." The agent's exact words.- At the end of my tenancy the landlady kept part of my deposit based on damage that was already present in the flat when I moved in. I even had photographs as evidence.

Antti · 17 July 2019

★★★★★ 1/5

Trustpilot

SHOCKING agency

SHOCKING.Having just read the reviews on Acorn, I can read about a brothel opened in one of their managed flats, missing items stolen from a flat, deposits being wrongly penalized, employees not telling the truth in emails, etc etc.Do local authorities not have a responsibility to ban this agency from operating? How many poor customers will fall to this trap?I've had the poor choice of dealing with them - happy to share my contact details.UPDATE:Acorn tried to remove my review as part of their attempts to prevent tenants from sharing their experiences.

P_1976 · 16 June 2019

★★★★★ 1/5

Trustpilot

Awful customer service

I have just started renting with Acorn and the experience has been a disaster. The customer service is abysmal, agents have used told me false information, and issues haven't been fixed in the flat even when requested and promised. The excuse is always that another colleague was dealing with the account, so no-one ever takes responsibility.RE: Andrew's reply - happily will email, but just supports my point that no-one is joined up. I've spoken about my complaint to at least 4 people at Acorn Bermondsey Street already....

Ben · 16 May 2019

★★★★★ 1/5

Trustpilot

Less than poor

Less than poor - do not use this agency to manage your property.Their charges are extortionate and they do nothing for their fee. My agent was off sick for weeks and no one took over the management of my property. The tenants were smoking cannabis and I was having to deal with the complaints.They also failed to inform the tenants that the property is for sale and so the tenancy was short term.I will be filing a formal complaint.Their sales dept at Crystal palace are not much better. If your property is not the easiest sale they quickly lose interest, fail to provide feedback and avoid your calls.If I could give a zero I would.

Eleanor · 8 May 2019

★★★★★ 1/5

Trustpilot

Utterly incompetent!!

Utterly incompetent!!The biggest story here is not (incredibly poor) experience last year having moved with Acorn, but the following:Our neighbouring flat serves as a brothel!! It is being managed by Acorn and was also let by them. Needless to say, this makes our lives a living hell. Late night shady drunks, the fear of meeting customers, terrible noises coming from the apartment: you name it, we’ve suffered from it.At first, I thought that when the landlord finds out about it they will evict the occupants. We contacted Acorn numerous times asking them to do something. Absolutely nothing was done. Definitively nothing.I assumed that the landlord just knew about it and chose to rent it to whoever is willing to pay the leasing.Guess how surprised I was to find out that the landlord had no idea about his property servicing for such purposes! We managed to get the email addresses and contact them, and I understand that they’re reviewing their legal options. Good. Thanks got for that.Our own experience should have prepared us for that, as acorn was the classic untrusted estate agent who just want your money. Poor mails, agents who don’t know what they’re doing, etc etcSoto summarise: if you want to have the worse experience of your life as a tenant or as a landlord - these guys are you company.Charlotte and Fiona***UPDATE, 29/03***It took Acorn 4 days to reply to our review, stating that it was "an immediate action". We're still waiting for the promised eviction of our "neighbours".

Charlotte12 · 29 March 2019

★★★★★ 5/5

Trustpilot

Taylor Moutarde Top Class Estate Agent

Acorn was one of three estate agents who worked on the sale of my house. Taylor Moutarde identified the final price it sold for in his original estimate, where others had stated more but did not deliver. Taylor then went more than the extra mile in securing a sale and then getting it through when the buyer's solicitor was repeatedly failing to respond or communicate. I would recommend him very highly.

Georgina · 18 October 2021

★★★★★ 1/5

Trustpilot

Avoid using this estate agent

I don't normally write things like this, but ive not had the greatest experience with this estate agent. From the beginning I have never experienced such poor customer service and lack of communication from an estate agent. We were rushed in signing the contact and transferring the deposit and then heard nothing. The date we where meant to move in/ get our keys where soon approaching on the 25th April 2018. I had been chasing the estate agency and there replies where very slow and they just blamed the landlord. We eventually got the keys on the 28th April after the date we where meant to of got them. We received the tenancy agreement and asked for the date that the money is paid on from the 28th to be moved to the 3rd of each month, as my partner and I don't get paid till the last day of the month. We then received an email say that we owed an extra £266 on top of our rent on the 3rd of June. We weren't told at the time that when we changed the date from the 28th to the 3rd that we would then have to pay extra. This was then paid, From them on pretty much every month we receive an email saying from either same person or a different member of staff, saying we are in arrears when in actual fact our rent is paid on time and on the 3rd of each month. I then have go through the process of sending correspondent's from previous email conversations and bank statements, otherwise they don't believe that this is the case. Last email in December they said they would inform the account department that this need to be change manually. But yet I have now received an from Acorn again. So fed up of having to do this every month or so. Its so time consuming and stressful.

Louise · 5 February 2019

★★★★★ 1/5

Trustpilot

Absolutely terrible in every way

Absolutely terrible in every way possible. They don’t know what they’re doing and haven’t sorted anything. We’re paying for the most expensive apartments in the city we live in and everything ( including water ) keeps going down, it’s been months and they haven’t done anything at all to sort it or fix anything. Going through documents with them was terrific, they can’t keep up with dead lines for contracts etc. They keep trying to charge us for things we don’t owe them. Absolutely horrific

Jicky669 · 26 January 2019

★★★★★ 5/5

Trustpilot

Excellent, wonderful, terrific

We used the Dulwich Office and Paddi and Martin have been wonderful. We had more people look at the house in one week than we had had in the previous 2 years. They really made things happen and must have sprinkled a little magic dust on the place because it sold! The staff were really helpful at all times and all the information that we or the buyers needed was to hand. I cannot sing their praises highly enough. Please keep going this way guys!

Terry · 22 January 2019

★★★★★ 1/5

Trustpilot

Been Trying To Get Someone To Help For 4 Months

Have been trying to get an issue resolved for 4 months now, every time we contact someone we're told it'll get passed on and someone will be in touch, never happens. We're calling at least once a week at this point, often more, and I don't know what to do anymore, nobody seems to want to help.Also had lots of issues trying to move in, was told we couldn't move in on the date our tenancy started because originally the keys from the last tenant hadn't arrived to the landlord in time, then we were told it was because the builders hadn't finished everything in the kitchen and it was unsafe (the only things that needed doing before we moved in was installing the fridge and the extractor fan, they had about a month to do this from putting down the deposit to moving in), and then we were told the landlord hadn't sent the keys yet, and they might be here in time, but they might not. We were told all of this this the day before our move in date, we'd already hired help and had furniture deliveries coming. In the end we got the real reason from someone else at the company, the last tenant had been unreachable since leaving and had never sent the keys (we suspected as much as they accidentally sent us an email meant for someone else demanding the keys back and furniture to be moved as someone was about to move in prior to this). We managed to move in on the day in the end as they finally agreed to change the locks. Before we found out the full story, we were continuously lied to and kept getting our date pushed back, but it doesn't sound like they were ever getting these keys and I don't know what would have happened if we hadn't kept questioning the explanations that were being given.

Em · 21 January 2019

★★★★★ 1/5

Trustpilot

Almost 2 Months and still waiting for my money back - Watch out for The Acorn Group

Watch out for The Acorn Group - And not for good reasons I'm afraid.Having moved out of my rented flat in mid-November 2018, I am still awaiting receipt of an accounting error the finance team made.Equally, the service from staff at Acorn prior to check out has been very cold and I am left feeling that I am dealing with an unprofessional organisation.In December, (prior to the standard adjustments upon check out), on three occasions I had to correct the finance team on the funds due back to me, however they had already taken it upon themselves to send the incorrect funds to me and credit the landlord. It is now January 2019 almost a complete 2 months of chasing and no clear deadline as to when I will be credited my funds. They are saying that they have to ask the landlord for the funds back, but won’t take ownership that this is their error or use the funds from the landlords portfolio to credit me.I've never experience this before and welcome hearing from anyone as to how I can get my money back.

Scott · 7 January 2019

★★★★★ 5/5

Trustpilot

Josh has been very helpful and…

Josh has been very helpful and understanding with our rental search and listened to our needs. Great service 👍

Charlie · 6 May 2022

★★★★★ 1/5

Trustpilot

Experience Renting in Croydon

Experience Renting in Croydon Bromley Branch - Unhelpful, unresponsive, Often you will ask a few basic questions and they will respond answering one of of three questions, if they respond at all, often I am totally ignored. Getting information can be painful at times. -Once you part with your money expect to be forgotten. - Slow to act, you will be charged 150 pounds for a flat inspection prior to tenancy however when I moved in there were clear issues that should of been dealt with prior to tenancy start date, in my particular case messages written in Pen from the building fitters written on walls ( I had actually pointed out said pen marks during a viewing before the tenancy process even started), Stains to the paintwork. A friend has moved in this morning to the same building and she has lights that don't work to full capacity, they are burning at half or even quarter brightness, parts missing from her cooker etc, pretty basic stuff. Issues should be sorted prior to tenancy. - You will be expected to chase these issues yourself.- I've been renting for close to 10 years now, dealing with various estate agents during multiple different rentals and this is easily the least professional bunch.

Max · 14 November 2018

★★★★★ 1/5

Trustpilot

Disgusting company

Horrible experience.Acorn demand £500 holding deposit up front before the landlord has accepted you and before you go through references.Acorn failed our references as they only took my flatmate's base pay into account, failing to actually look at her paychecks and bank statements which clearly showed that she made more than enough to cover the rent. Instead of doing their jobs properly, Acorn demanded we pay 12 months rent up front, or get a guarantor that earns at least £50,000 per year.These are both ridiculous options, and the only two given to us by "Kiera". We have backed out and are pursuing a refund of our holding deposit, and gone with a different letting agent that has been much quicker and easier to deal with.Do not touch this company, they will take your money and run to the hills with it.

Mark · 8 October 2018

★★★★★ 5/5

Trustpilot

Absolutely outstanding

Absolutely outstanding! We have just exchanged on our first property. We delt with 3 members of staff Kieran, Steve but the main man was Dan from Gravesend. All of the staff were amazing! Great communication, always contactable and accommodating. Fab team all of them. Wouldn't bother going anywhere else.

Kira · 1 December 2023

★★★★★ 5/5

Trustpilot

Acorn found us a tenant for our flat

Acorn found us a tenant for our flat, who was a joy to have, spotlessly clean tenant Thank you Tony

Anthony · 13 August 2024

★★★★★ 5/5

Trustpilot

Acorn did a first rate job selling my house in Crofton Park

Acorn did a first rate job selling my property. The process had several twists and turns, including the loss of initial purchaser whilst the team at Acorn provided sound advice and pragmatic solutions. I was happy with their service and recommend to others. Lamar Hamilton led the transaction.

MB · 14 May 2025

★★★★★ 5/5

Trustpilot

Very pleased with the service received…

Very pleased with the service received on the sale of my flat. After taking over from another agent the number of viewings rocketed resulting in a number of offers. Throughout Leon, Charlie and the Grove Park team were responsive, professional and gave excellent advice. I would not hesitate to recommend for anyone looking to sell a property.

Neil · 27 February 2023

★★★★★ 5/5

Trustpilot

I wouldn't extend the following praise…

I wouldn't extend the following praise to Acorn in general, especially since I had a very bad experience with their Camberwell branch, but Nicholas Henderson deserves all the praise I can give. He was alone in understanding where I was coming from and alone in actually trying to help in what was a stressful and very frustrating situation. Effectively he made good what his Camberwell colleagues ruined. Personable, with a listening ear, and very efficient too.

Hector · 29 August 2019

★★★★★ 1/5

Trustpilot

Just avoid

Currently dealing with Jamie Perrin regarding a minor dispute over works done, paid, deducted etc - seems to find it utterly entertaining to send patronising, sarcastic and tedious emails and is enjoying being obnoxiously difficult over the phone. I'm not entirely sure what one gains from behaving or talking to tenants the way he does but he seriously needs some customer service training.Absolute nightmare to deal with when support is needed given current circumstances.

Current · 5 May 2020

★★★★★ 1/5

Trustpilot

Good Tenants get treated with such little respect.

So here we are again, Part 1 of my experience renting with Acorn between April 2022 and October 2023.Signed a 2 year Tenancy in April 2022First few months were OK, straight answers from my then property manager but being totally honest nothing noteworthy to mention, she did my first inspection and was polite and plesent.Changed however in August when Jess took over! And she is still my current property manager however recently I have not been dealing with Jess!Repairs: They do not get done and left to myself as the tenant to action, 2 of which were both huge security risks!Leaking roof into 2 childrens bedrooms for approximately 5 months during winter with the Rain, this was a repair that did eventually get done 1 has remained with stained ceiling patches, the second room required a repaint by myself (wet walls, painted over wallpaper by landlord you get the picture)Broken back door due to age, this had to be covered with cardboard during an entire winter until I had it repaired in May and was even brought up on last property inspection with Jack where the bottom of door doesn't bolt in.A front door (yes front door!) Where the very aged locking latch broke and I could not close/open the door this went on for 2 weeks until I called in Emergency locksmiths at my expense, (the 'temporary repair lasted all of 3 hours where the lock was so so old they had not seen one in many years)my property manager told me to hold the catch over with tape. 4 children in the house and tape over the latch and a door visibly open to the entire road and anyone who drove past 24/7.Property manager not effective in chasing or sorting repairs at all but the best is yet to come, after the above already having happened in the place I had to call home did not feel safe anymore.2 yes 2 Fraudulent CP12's or Gas safe certificates in tenants terms, them little yearly checks we should have once a year that keep us safe with out gas appliances (my boiler is 30 plus years old and Acorn have now had the recommendations when a Gas engineer who was eventually booked for nearly a month now, more on this later)So going back to the 2 CP12s (Gas safety certificates) and here is where it becomes absolutely ridiculous.13th September I received a Gas Safety Certificate from my property manager very strange when I had had no one come to test the appliances being that I'm a tenant who lives here I would know right? (Just to clarify no one can enter my property they do not have any keys due to the broken lock that I was left to sort, Aquarius locks would not take the Rainham branch a set of keys as I had called and arranged repair 2 weeks after they were cancelled)Was straight onto the phone about the CP12 and was told it would be looked into.Less that a week later 6 days to be exact I received a 2nd fake CP12 or Gas safety certificate! Littered with as many inaccuracies as the first but at least this one had the boiler or well it might be the fire in the correct place (no real idea as even the models of either boiler or fire were incorrect)9 emails and 2 phone calls (1 of which im still waiting to this day for to be returned) on why 2 fake CP12s were sent to me.So who uncovered the truth on the Gas safe certificates you ask? NOT my property manager NOT Acorn but in steps the HSE and Gas safe register. How can a property manager disbelieve a tenant 9 times along with phone calls over something so vital? Why did it take HSE to make them listen? And realise that I am not the liar never have been never will be.Property manager Ghosts me, I email she fobs me off, I email her Senior Property Manager Tanya and the last email I sent guess it hit a nerve. Disgusting way to treat a tenants, I was already having a poor experience with repairs it was past saving. Weeks after no answers no apologies and next to no contact from Acorn. Disgusted and disappointing, I no longer have any faith/trust in Acorn and am struggling to end my tenancy but that is now for Part 2 which will follow in due course. Part 2 more lies, gameplay, a house inspection and the current repairs have been emailed a few weeks ago.Was asked to remove first review and even earlier this week was happy to oblige as I had confidence that the end was near but seems I've been deceived some more. Part 2 will follow....As I now know you read these Acorn I am once again requesting my EICR that was not given at start of tenancy the ecr was never the correct document and not one I needed.

Fiona · 26 October 2023

★★★★★ 4/5

Trustpilot

My Overall Experience was good

My Overall Experience was good. My agents were very responsive and helpful

ExclusivelyMe · 17 October 2022

★★★★★ 4/5

Trustpilot

Sale of Property

After a poor experience with another agent it was refreshing to work with a great set of professionals (Tommy, Jackie and Joe) at the Belvedere branch. They were able to find a buyer for our property very quickly (pre-covid) and I was kept up to date with the progress of the sale regularly even when everything went into lockdown. I would defiantly recommend Acorn team to anyone looking to sell their property.

Harjit · 22 August 2020