Trusted Agent profile · Bradford
★★★★★
995 reviews across 3 platforms
2, Godwin Street, Bradford, BD1 2ST
Anchor Hanover Group's office in Bradford, at 2, is rated 3.9 out of 5 across 995 reviews on three platforms, including 63 Google reviews rated 3.6.
Every review we hold for the Bradford office, from every platform, shown as written. First names only.
5/5
TrustpilotAll repair jobs done very quickly Staff…
All repair jobs done very quickly Staff in the office nothing is too much for them been really helpful.The flat starting to look lovely after nearly decorating, met some lovely residence but not them all yet. So that’s why I give it five stars👍
Dear Mr. Graham Kay, Thank you for your review! We're delighted to hear that your repairs have gone smoothly and that your flat is looking lovely.
5/5
TrustpilotA very pleasant site to live.
Unlike my previous home with Anchor, an upstairs flat and difficult to access with my health difficulties, theGround floor flat at Anchor,Tollgate, is ideal, and verypleasantly set out. Also the grounds and outside areas are a delight and people here have been so cheerfuland the Manager, Deb, most helpful and pleasant.
Dear Jaqueline Cameron,Thank you for your review and valuable feedback. We are happy to hear that you are enjoying your new home and that Deb has been helpful.
5/5
TrustpilotDenham Garden village purchase
Just last week the sale of my mothers house and the purchase of a property at Denham Garden village for her was finally completed. We had a very difficult sale on my mothers house due to a very difficult buyer and we hit a few bumps in the road with the purchase of the property at Denham Garden village with probate etc. However, Stephen Hardy, who is the Regional Resales Manager for Anchor was indispensable at keeping this property transaction together. He has a very approachable manner and has a calming way of dealing with very stressful hurdles that always seem to happen during property sales and definitely happened during this one. I cannot thank him enough for his professionalism during this sale.I also have to mention a lovely lady named Anna Dempsey (Head of conveyancing), who dealt with myself and my mother in a very pleasant and patient way.The village itself seems so friendly, everybody says hello and I am sure my mother is going to be very happy there.
Hi JulieThank you for taking the time to leave some lovely feedback for us.Its great to hear that Stephen and Anna took care of you and your Mother throughout the buying process.I have no doubt that she will be very happy living at Denham Garden Village.Kind RegardsChantelle
1/5
TrustpilotAnchor Hanover have recently won awards…
Anchor Hanover have recently won awards for their new shiny complexes, unfortunately they are neglecting some, or possibly all of their existing rental properties. We live in a complex of 28 flats owned by Anchor Hanover, all tenants are over the age of 55, of which the majority are aged over 75. Please see my summary below with a timeline of the maintenance issues. I am concerned however that nothing will really improve as AH are a very large housing association, the CEO Jane Ashcroft comes across as very concerned and caring about older people, my belief is that she is definitely not so! But needs to protect her high salary, and those around her. AH however like to portray a fantastic image of their organisation!2018 Lift out of action for over 6 months, see article attached, taken from Kingsbridge Gazette2018 Heating problem, see article attached taken from Kingsbridge Gazette2018 The building has very poor soundproofing, it failed an independent acoustic sound test in 2018, but is still apparently within legal limits.2018 various leaks in the corridor on the top floor, the pipe work running through the attic space needs replacing, AH are aware of this, but just do temporary repairs.2019 a few residents that have older bathrooms complained of damp and mould, ( the only new decent bathroom’s are ones that tenants have installed at there own cost)2019 many tenants complained about the cost of the new heating installed, we used to have heating and hot water included in our service charge, we now pay for it separately, despite AH stating in the 2018 Gazette article that the new system would be a saving to tenants and the scheme, it has become much more expensive! We are now paying £121.99 per month more than in 2017 2020 since moving in to our flat our toilet has leaked several times, in fact it still leaks a bit at the back, and also has a very noisy flushing system, it is too old to repair and AH will not install new bathrooms, however we were told 5 years age that new bathrooms would be installed. We also have a permanent damp patch, however I know other tenants bathrooms are worse than ours.2021 lift is currently out of action leaving some tenants unable to leave their flat, the sewage pump is broken and coming up through the drain outside into the garden at the bottom of the building, 2 tenants have to go through it to get their mobility scooters out, AH have known about this faulty pump for 2 years. A new leak has caused the ceiling to come through on the lower ground floor, caused again by pipe work not being replaced, they just bodge it up!We are very frustrated as we like living in Kingsbridge, however it is becoming very expensive as we are all on a fixed income, we feel neglected and forgotten by AH as they seem to be concentrating on their new shiny retirement complexes and retirement villages, all of which are out of our price range, the ethos of AH that they offer a secure and welcoming home from a not-for-profit organisation that puts you at the heart of everything we do, a home where you’ll love living in later life. Is very hollow and not factual!
Hi AlanThank you for taking the time to leave your feedback for us.I have checked with our Customer Relations team and I can see that your complaint is actively being reviewed and handled. With this in mind, I feel that it is more appropriate for you to receive a full and comprehensive response from the colleague who has a full overview of it.To ensure that all aspects of your concerns are answered, I'll pass the contents of this review to my colleague as part of their consideration.I have spoken with your local manager who has informed me that the pump is being replaced on the 28th June and she has assured me that residents are not taking their mobility scooters through this area. She has also advised that the gardener and cleaner are regularly disinfecting this area. Whilst we absolutely appreciate that this is not ideal, we are doing all we can to control and manage the situation in the interim. Your local manager has also advised that engineers are due to return to your location on the 25th June to repair the lift. It is unfortunate that the correct parts have been difficult to source but again, we are working hard to resolve this for our residents as soon as possible.I can only apologise that you feel a number of concerns have not been resolved for you and I'd like to reassure you that I'll keep sight of how your complaint progresses and the outcome you receive.Kind RegardsChantelle
1/5
TrustpilotIn reply to Chantelle responding to my…
In reply to Chantelle responding to my last post. I was advised to contact customer services. Like so many other people, I already did over a month ago. All I got was the stock auto response email in return. Tenants don't get a proper reply. My email to your customer services contained my full details. You expect me to email your customer complaints team to get another auto reply and no real response. You have got to be kidding.I take it as a personal affront to have my integrety questioned and have provided TrustPilot with my tenancy agreement as proof. In my case I have escalated the maintenance failure to the relevant authority which will compel Anchor Hanover to make the repairs. I would advise anyone having maintenance issues to do similar.
Hi NigeYou'll have seen that I sent you a personal message via Trust Pilot, requesting a contact email address or telephone number for yourself.Unfortunately without an email or full name to refer to, I am unable to see where your correspondence was sent to, and why you may not have received a response from us.If you're happy to provide this information I am more than happy to personally look into the correspondence that was sent and how we provide a resolution to you.Kind RegardsChantelle
4/5
TrustpilotDisabled parking
I’m happy to live in an AH flat, however some residents want the manager to strictly enforce residents only parking. That’s fine with me. I don’t have a car, and have great difficulty walking. Several residents have harassed my daughter when she comes to pick me up or deliver shopping, telling her she can’t park here. This was especially upsetting during lockdown. I’m classed as vulnerable. Now a resident tells me that AH Handbook lists priorities for parking, and disabled residents is bottom of the list. Most of my neighbours are excellent and help me in many ways. It’s unfair and may be discriminatory to exclude drop off/pick up or short term parking for disabled residents. I’d welcome any advice.
Hi SylviaThank you for taking the time to provide us with your lovely feedback, and of course, we are happy to provide some additional advice.I've sent you a personal message so that I can give you some further information regarding the parking at your scheme, as well as Anchor Hanover policy.Kind RegardsChantelle
5/5
TrustpilotThank you Anchorhanover
I have lived with Anchor prior to the company becoming anchorhanover, and during what was a confusing time for us, our new manager came in and has been absolutely fantastic, he has always been open and honest and regardless of anything going on; he does what he can for us specifically over this past year he has been outstanding, going the extra mile. Even getting my shopping and even got me a free computer screen tablet device from the big shop around the corner so I can now do my own shopping. A true testament to this organisation and the reason why I continue to live in an Anchorhanover property. Thank you from myself and I’m sure all at Phoenix Court.
Hi JohnThank you for taking the time to leave some lovely feedback for us.Its great to hear that you're happy living with Anchor Hanover.Kind RegardsChantelle
5/5
TrustpilotHappy, safe retirement living
I have lived in an Anchor property, in Redcar for many years I find it a happy place to live. We have Our own apartments but can get together for a chat, hobbies or entertainment. Our scheme manager and her husband could not be more helpful, they were wonderful during lockdown, going the extra mile to help vulnerable tenants to cope. Repairs are dealt with promptly, there is a tenants forum so we can have our say about things that are happening or being considered generally by Anchor.
Hi FranThank you for taking the time to leave your lovely feedback for us.Its great to see that you're happy living with Anchor Hanover.Kind RegardsChantelle
5/5
TrustpilotMulberry Court, Warrington WA4 2DB
Having moved into an Anchor scheme in Guilden Sutton near Chester after my 55th birthday, where we resided very happily for three years (excellent management, repair service, community spirit) we wanted to move to a more urban environment and within 3 months we took up residency at Mulberry Court. We have found that the manager, David, here is extremely efficient, honest, unbiased and happy and willing to support and assist whenever requested or needed. Fortunately the few residents that complain and think they rule the roost, although found in every walk of life, because of management are rarely successful in their bigoted quests, and the vast majority of people, and certainly Anchor Hanover residents that I know, live happily and without any unachievably high expectations. My wife and I are extremely happy living in Anchor Hanover accommodation.
Hi StevenThank you for taking the time to leave your feedback for us.Its great to hear that you're happy at Mulberry Court and we hope that you remain with Anchor Hanover for many years to come.Kind RegardsChantelle
4/5
TrustpilotWhitethorn Close Clayton le Woods
My mum lived at Whitethorn Close for 10yrs and was very happy there The scheme is well maintained and is a safe quiet environment for the over 55s She was very happy there until she required 24hr care and had to leave the home she had loved. Andrew the scheme manager ensures residents are safe and well on a daily basis and most problems sorted quickly and professionally The scheme has a good. social side and enjoy days and lunches out The area is close to two large supermarkets and two pubs and there is a local bus service into Leyland and surrounding areas. I would recommend this scheme for anyone who needs a little extra support whilst maintaining their independence of their day to day lives.
Hi LindaThank you for taking the time to leave your feedback for us. It's lovely to hear that your Mum felt safe and supported whilst she lived with us.Kind RegardsChantelle
1/5
TrustpilotWe also have been flagged by Anchor…
We also have been flagged by Anchor Hanover but have been successfully vindicated after proof of residence.I recommend that you assist trustpilot with any information they request it takes a little more of your time but well worth it especially when your post stays active for others to view.This is probably just a ploy dreamed up by Anchor Hanover to reduce or eliminate negative feedback.I believe if Anchor Hanover grasped the nettle and spent there time dealing with tenants issues effectively maybe they would then not get so many negative reviews from worried and concerned tenants.Something we must all remember as far as Anchor Hanover is concerned we are only a K.P.I.
Hi GeorgeI've sent you a personal message to get some further details on the location that you currently live at. Ultimately we want this to be a happy place for you to live and its disappointing that yourself and your partner are not having this experience.All of our managers should be accountable and respectful in their interactions with residents and again, I'm sorry that you feel that you are not receiving this service from us. Any accusation of harassment from our residents is alarming and I would like to work to resolve this with you.I'd also like to discuss the concerns you have around your tenancy rights and any instances in which you feel Anchor Hanover colleagues are breaking the law.We should absolutely be responding to written concerns and I'm sorry that you feel that we haven't. COVID did impact our postal service but not to the degree that we would miss multiple pieces of correspondence from one resident.If you would prefer to contact us please call the Customer Relations team on 0345 602 5516, we're open Monday to Friday, 08:00 - 18:00. Alternatively you can email the team at customer.relations@anchorhanover.org.uk. Please reference trust pilot in your email and I'll ensure that I review it personally.Kind RegardsChantelle
5/5
TrustpilotThe move was smooth and unproblematic
The move was smooth and unproblematic. Zoe the manager was very helpful and ready to give her time to help with any issues we may have fortunately there were none . Anchor do a wonderful job. We’re very happy with the convenience of the services provided and love living here.
Dear Mr M Foley,Thank you for your review and valuable feedback. We are delighted to hear your move was made smooth by Zoe and you are happy with the services. Enjoy your new home!
1/5
TrustpilotHow you get to view a property is a mystery!
Hats off to anyone who actually got to view a property with Anchor nevermind rent one!I've been trying for over a week just to speak to someone about a flat they are advertising as available. Voicemails go unanswered, the lettings team do not ring back and even the customer service team have no response to the emails they send!This one star is a gold one for Alice(customer service) who did her best for me yesterday, sending emails and trying various phone numbers. All to no avail.I hope they are a lot better if their residents have an emergency!
Hi SueThank you for taking the time to leave feedback for us.I have sent you a personal message so that I can review your application and the difficulties you have had in viewing a property with us.I'm very sorry that you have had a poor experience with us whilst trying to secure a viewing, I hope we can work to remedy this for you.I'll also ensure that I pass on the lovely feedback to Alice on your behalf.I look forward to hearing from you.Kind RegardsChantelle
3/5
TrustpilotNot enough support for many residents
I have been living in an Anchor property in Northumberland for two and a half years. There are several aspects of the setup I'm critical of, but I want to focus on one thing that particularly bothers me. This scheme has several residents with learning disabilities who moved here from a specialist residential setting. There are also a number of residents in the early stages of dementia. I am fairly sure that the managers have not had any special training in dealing with people like this who need more support. When the pandemic started and the managers were moved off site, residents who lack the mental capacity to understand social distancing, masks, etc, were left wandering around in a confused state putting themselves and others at risk. I feel strongly that the decision to take the managers off site was mistaken and that Anchor could and should have made the case that this is an essential job that cannot be done from home. Anchor have provided almost no help or support with Covid. It took them two months to distribute a list of phone numbers of local organisations that could help and three months to place a bottle of hand sanitizer beside the door. All they do is stick up notices reciting the latest government rules, and when the rules change they don't take down the old ones. I did email customer relations about my concerns in the early stages of the pandemic and they sent me a reply in an encrypted form that I couldn't read without downloading some software I didn't trust.
Hi ElaineThank you for taking the time to raise these concerns with us. I have sent you a personal message so that I can better understand which scheme you currently live at.We accept that COVID has presented unprecedented challenges for our residents and throughout, we have tried to balance prioritising the need of our residents, colleague safety and maintaining government guidelines.I'm really keen to speak to you to better understand this situation and ensure where we need to make improvements, we do so immediately.In response to your query around encrypted emails, we do use an application called Egress where personal data is concerned. However, if you're not comfortable with this, Customer Relations are able to send their responses in the post too. If you came back to us and queried this I can certainly look into why you didn't receive follow up correspondence.If you would prefer to contact Customer Relations when its convenient for you to do so, please call 0345 602 5516, Monday to Friday, 08:00 - 18:00.Alternatively you can email the team at customer.relations@anchorhanover.org.uk. Please reference trust pilot in your email and I'll ensure that I review it personally.Kind RegardsChantelle
5/5
TrustpilotGreat place to live.
I moved into an Anchor Hanover Village 18 months ago and it has been the best thing I have done. The management and staff are so helpful, any problem reported is quickly dealt with, and if that is not possible I am kept informed as to progress. Before Covid and lockdowns there was always plenty going on but with Covid the management and staff have kept us safe and well informed. Our village is lovely and I am so thankful to be here.
Hi AmandaThank you for taking the time to leave some lovely feedback for us.Its great to hear that you've felt safe and supported throughout COVID. As ever, if there is anything that you need, we're always here to help.Kind RegardsChantelle
5/5
TrustpilotThe property is clean and well thought…
The property is clean and well thought out.the staff/ managers are friendly helpful ...kind.the tenants are mature and friendly...the helplines are useful ...patient and kind .the question about when I had this experience only allowed me to put one date in...whereas my positive experiences have been ongoing .
Dear Jo Jo,We're very happy to read your comments and thank you for taking the time to leave us a review. It's great to know what a great experience you've had since living in an Anchor home and we hope you will continue to be happy in your new home.
1/5
TrustpilotAppalling management and communication
Having recently moved into an Anchor Hanover development I must say that our experience to date with the company is not at all favourable, and nothing like the wonderful, caring company that their web site adverts would have you believe.3 months after having moved in our site Annual Fees to Anchor Hanover were raised by 33% with no discussion or consultation whatsoever regarding the justification of such a huge increase. All this in a period when the national inflation rate was just over 2% and the average wage increase was static with an average pensions increase of just 1.7%! What on earth are Anchor Hanover thinking of forcing such unrealistic and unjustified increases on their vulnerable and often frail customers.Despite numerous requests for an explanation Anchor Hanover have ignored our pleas and have continued to collect their fees regardless. Believe me, this 'non-profit making' company are raking in plenty of money but seem extremely reluctant to divulge exactly where it is all going!
Hi KeironThank you for taking the time to leave your feedback for us.I have sent you a personal message so that I am better able to understand where it is that you live and so that I am able to find your request for information and ascertain why you haven't yet received it.Once I know whether you rent from us or you have purchased a property we can look at the increase in fees and ensure that you have a conversation and an explanation for this.As a not-for-profit organisation we work to ensure that we deliver service and cost savings to our residents as a priority.Alternatively if you would prefer to contact us at a time that is more convenient for yourself you can call the Customer Relations team on 0345 602 5516, Monday to Friday, 08:00 - 18:00.You can also email the team at customer.relations@anchorhanover.org.uk. Please reference trust pilot in your email and I'll ensure that I review it personally.I look forward to hearing from you.Kind RegardsChantelle
5/5
TrustpilotHello my name is gerry phillips and i…
Hello my name is gerry phillips and i live at Rydal Court Morecambe. Can i through Trust Pilot thank the department responsible for the new decoration of the public areas of the complex, it has brightened the place up so much. I would also like to thank the dept that put up the new sky dish, i can now get all my channels after nearly two years yippee. Thank you all once again and to Julie Smith our scheme manager who has to put up with us on a daily basis.
Hi GerryThank you so much for taking the time to share this with us.We're happy that we've been able to update your scheme and that the residents there are enjoying the benefits.Kind RegardsChantelle
1/5
TrustpilotShameless Manipulation of Reviews (and TrustPilot)
Anchor resident of over 3 years here. Around the beginning of March this year Anchor was wallowing in the 'poor' category on TrustPilot with a rating of 2.7. Cue a shameless self-promotion campaign to invite new residents to review their experience with moving to Anchor properties. Now, within just a few weeks, Anchor hold a 'great' rating of 3.9. Remember that old adage, 'if it looks too good to be true, it probably is'? Sorry folks but now it's bubble-busting time. I can almost hear the sound of self-congratulatory corporate backslapping at Anchor HQ. If only they would put the same effort into managing and maintaining their properties as they do into manipulating reviews. My experience is of a company that, in general, couldn't care two hoots about it's elderly or infirm residents or homeowners. Whilst, as a charitable foundation it shouldn't make a profit, that doesn't stop the same management culture as elsewhere optimizing their salaries and bonuses to the maximum level. Just don't let poor reviews get in the way!Meanwhile our properties deteriorate, despite a £250k sinking fund available to improve them sat doing nothing - remember this is resident's money, not Anchor's, although you wouldn't think so. Anchor's response is to check the wording of our leases with their legal department to see if they can escape their responsibilities, whilst a proposed resident's association was deemed 'too confrontational'.I have no doubt I will now be invited to have a worthless conversation with the ironically titled 'Customer Services' department automated response. To you newbies, I sincerely hope that your 5 star reviews continue into the future. Experience sadly suggests otherwise.
1/5
TrustpilotComplaints get past round and round at…
Complaints get past round and round at the moment we are waiting for a reply to a letter from the independent complaints panel, which took 2 years to reach,Quote from AH Later life is for living.Helping people enjoy later life is our passion. It has been for more than 50 years. And today, we offer an impressive choice of housing, care homes and services at almost 1,700 locations across England.Buy or rent from us and you’ll enjoy a secure and welcoming home from a not-for-profit organisation that puts you at the heart of everything we do, a home where you’ll love living in later life.They are having a laugh.I like the bit about value for money, charging £141.to change a smoke alarm battery is not value !!!. I could go on but life is to short.
Hi AudreyThank you for taking the time to raise your concerns with us.I have emailed you directly on Friday 16th April however, I've also requested further information from you via Trust Pilot just to ensure that my contact details for you are correct.I look forward to hearing from you soon.Kind RegardsChantelle
1/5
TrustpilotAH water rates complaint
AH water rates complaintI sent this request below, to AH customer service a few weeks ago, still no response yet! However I am not surprised, it will I am sure be passed down the line for someone else to deal with... I think we have a right to see the original bill from the water company! I have a question for AH accounts department about the total bill for South West Water, each individual flat at xxxxxxxxxxxxxx is charged £50.82 monthly, there are 28 flats in our complex, therefore the total payment monthly = 1,422.96 Annually = £17,075.52. Is it possible to confirm that AH are paying South West Water £17,075.52 annually? I just feel transparency is important in this case as tenants feel this charge is very high for a one bedroom flat, I have spoken to other households in this area and they are paying less, even for a 4 bedroom house with 4 occupants.
Hi AlanI look forward to hearing from you soon, hopefully we can find a conclusive response for all of the concerns that you have raised.Kind RegardsChantelle
1/5
TrustpilotI wonder why AH have a customer…
I wonder why AH have a customer relations department.I really think it should be renamed customer adverse department! Seriously though I have had to make a couple of complaints which I felt justified in doing, however instead of this department dealing with it, even after I specifically asked them to, each time they passed it down to an area manager, who did not deal the complaints, he just put the AH spin in his replies. They are I believe trained in this. I don’t mean to ramble on, and I am writing this out of pure frustration! The AH ethos is care of their tenants well being, I definitely feel my health and well being has been put in jeopardy due to AH customer relations lack of communication skills, professional conduct, and general apathy. I am sure they must respond to some feedback, perhaps it happens when they are paid the occasional compliment, what is going wrong with this housing association? Does anyone have any idea!
Hi AlanI have sent you a personal message in response to your previous review so I'm hoping that we can rectify everything collectively for you.In response to your query around how we manage complaints within Anchor Hanover, the Customer Relations team do have sight of each complaint. However, we route complaints to the most appropriate handler in all instances to ensure our residents receive a comprehensive response from the person who is best placed to provide that.If your concerns are focused on service charge increases then the Area Manager is the best handler for this as our operational colleagues work to set budgets each year.If you're not happy with the initial response that you receive this can be escalated to another colleague for review. This is something that I have touched upon in your previous review so I am hoping that we chat further about this.Kind RegardsChantelle
1/5
TrustpilotI challenged this increase (see details…
I challenged this increase (see details below) with AH as our scheme seems to be on average £100 higher than others in this area and across the UK, however I was informed it is because we live in a nice area, I also requested AH to provide transparency regarding our water rates bill, we have to pay £51 monthly for a small one bedroom flat. We do not have access to the original water charges from South West Water for the building, I have asked AH, CS for this information, but no response, this however is not unusual.Dramatic Increase in service charge Anchor Hanover, Kiln House Kingsbridge Devon, see details below for your information Year 2017Rent & Service charge inclusive of heating & hot waterMonthly Costs £565.00Electric £24.00 approximate figure£589 total monthly payments Year 2021Rent & Service chargeMonthly Costs £640.99Electricity, Heating & Hot Water £70.00 approximate figure£710.00 total monthly payments APPROXIMATE INCREASE TO TENANTS FROM 2017 = £121.99 MONTHLYTotalThis increase is very concering! I refer Anchor Hanover back to the Anchor Statement taken from the Kingsbridge Gazette on the 21st August 2018 regarding new heating installation by Anchor to Kiln House.*** After a number of visits from various manufacturers and contractors, Anchor has arranged to remove residents from the communal supply and upgrade their meter through the supplier to dual tariff. This will ultimately be a cost saving for both the residents and the scheme where they live.
Hi AlanThank you for taking the time to raise your concerns with us.I have sent you a personal message to request some further information from you.I have raised this with the Customer Relations team today to better understand the response that you received and to ensure that you are supported through the complaints process should you be unhappy with the response that you have received.If you would prefer to contact me when it is convenient for you then please call 0345 602 5516, Monday to Friday, 08:00 - 18:00. Alternatively you can email the team at customer.relations@anchorhanover.org.uk. Please reference trust pilot in your email and I'll ensure that I review it personally.Kind RegardsChantelle
5/5
TrustpilotI’m his sister as Jim doesn’t have an…
I’m his sister as Jim doesn’t have an email address but he’s with me, Iv never seen him so happy the place is amazing, Everyone so friendly and helpful he’s so settled thank you so much.
Dear Linda Douglas, Thank you for your review. We are so happy to hear that your brother Jim is happy in his new home and that he's settled.
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