5/5
GoogleAshley is the best! She has been so helpful and patient with me whilst we went through the renting process. Shannon has also been a great help! They are both amazing and very kind. Overall a great experience and definitely recommend!
Trusted Agent profile · Chester
Thomas Property Group Chester reviews
★★★★★
136 reviews across 3 platforms
Grosvenor House, 13 Grosvenor Street, Chester, CH1 2DD
Thomas Property Group's office in Chester, at Grosvenor House, is rated 3.6 out of 5 across 136 reviews on three platforms, including 126 Google reviews rated 3.8.
Reviews
Every review we hold for the Chester office, from every platform, shown as written. First names only.
Google1/5
GoogleI am giving a one star because this site doesn't allow zero stars. Thomas lettings is not a letting agency, its a group of people that organise you to live somewhere whilst not dealing with any issues that you have until you threaten them with monetary or legal repercussions. I lived with Thomas lettings for over 2 years, in those two years I had to threaten to charge them or to seek legal advice for issues such as, rubbish being left around the house, used needles being left under the stairs AND the kitchen ceiling nearly collapsing due to the toilet above it leaking through (This took nearly a month for them to fix and was only done so when I threatened legal action if we were to be injured) Upon moving out of the Thomas lettings property they spent months trying to scam me out of money from my deposit, trying to charge £200 to paint one wall and £275 for professional cleaners which was not legally allowed anymore. As a rentals you would have thought they would be up to date on the LEGALLITIES OF RENTING but I gave them the benefit of the doubt and figured they didn't know, until half a year later when they have been trying to charge my friend who rented from them for the exact same thing. Thomas lettings are officially illegally trying to take peoples money whilst constantly threatening them by saying they'll go through the DPS. Please to not rent from them as not only will you regret it whilst living under their lettings, but you'll regret it when leaving too.
Agent replied · 17 June 2024
Hi Luke The DPS is an independent party that deals with deposit disputes when the agent can't reach an agreement between the Tenant and Landlord. As you were being unreasonable we defaulted to this Government approved process on behalf of all parties as that is what it is for. Agents can charge for cleaning if the property was professionally cleaned before move in, which it was as noted on the independent inventory, but was a disgrace when you moved out as noted by the independent clerk, so we had no choice but to get professionals in. As market leaders we have a full understanding of the law, I would politely suggest you read beyond the first line of the Google response to your search next time you engage in a discussion with experienced people trying to help you.. In terms of time taken to resolves situations you have actually apologised to us previously for taking so long to respond. Thanks Martin Thomas
1/5
GoogleAvoid TPG at all costs! I had to report them to The Property Redress Scheme following their refusal to reimburse any landlord costs to myself having been paid £1860 by my former tenants to re- advertise my property, who left their tenancy early. TPG's marketing photo's were both shocking and out of date and attracted just two viewings, one of which I was asked to conduct myself due to lack of available staff. This left me with no option but to seek an alternative letting agent, who provided a far superior service at less than half TPG's charges. Despite originally agreeing to charge me half the normal letting rate,TPG decided to retain all the money (£1860) themselves, which was sheer greed on their part. Thanks to the Property Redress Scheme, I was awarded compensation to cover my original losses.
5/5
GoogleAshley and Shannon from the Lettings team were so lovely and helpful sorting out our move to our new property! Even when we were panicking over issues with our references not responding, they were fantastic and kept our minds at ease. They were more helpful and supportive in the short time it took to get everything sorted than our previous letting agents had been over our 6 year tenancy. Always responsive and friendly, can't fault the service at all and can't wait to pick up our keys!
5/5
GooglePositive experience with TPG during our rental experience. We were provided with a point of contact (Ashley) who was able to answer any queries we had and update us on our application process. We lacked this during previous experience with a different letting agency so it was valued. We did have some hiccups with miscommunication but Ashley worked well to resolve this. We had a group viewing for our property which was something we hadn’t experienced before, but i feel this benefitted the quick turn around with our application. Clear pathway to completion outlined & would recommend their services in the future.
1/5
TrustpilotNot conducive to disabled renters/tenants
Our experience with this agency was disappointing and frustrating. As disabled individuals, we rely on accessible and clear communication, and unfortunately, this agency did not meet those needs. Despite being open, forthcoming, and friendly, our emails went unanswered, and our phone calls seemed to be screened, Leah’s calls were answered, but mine were consistently ignored.
5/5
GoogleGreat company for whatever property! The properties to rent are affordable considering their location. Renting a flat was easy and straightforward. The team are excellent! Shoutout to Ashely for the best customer service and to Phoebe for going the extra mile for me. Whatever your property business is, you're in good hands with TPG.
5/5
GoogleAshley and the team at Thomas Property group have been great, really helpful and always going above and beyond with our move into our rental, couldn’t recommend them enough!
5/5
GoogleThe entire staff have made the purchasing and subsequent letting experience effortless and seamless. You are made to feel comfortable with whomever you are communicating, whether by phone or email, and responses are always timely. Even the smallest if things are dealt with quickly and, above all, professionally. I would highly recommend them.
5/5
GoogleExcellent management. Quick to answer any issues raised and very professional in handling all issues. Highly recommend!!!
1/5
GoogleI called 3 times to arrange a viewing (spoke twice and once left a voice msg). I didn't get a call back at all. Surprised how they can carry on doing business like this, AVOID
1/5
YellAvoid this Company at All Costs!
Avoid this Company at all Costs!I had to report TPG to the Property Redress Scheme after they were paid £1860 by my former tenants to re- market the property for leaving their tenancy early.Despite TPG having already agreed to charge me half this amount, they elected not to pay anything out of sheer greed and unprofessionalism. Their service was simply appalling, which left me no option but to employ another agent at less than half of TPG's charges for a far superior service.The Property Redress Scheme awarded me £930, which TPG finally paid, albeit reluctantly.
5/5
GoogleVery good experience purchasing a property on the market with Thomas. Sue kept me up to date through the whole process and even assisted with chasing solicitor enquiries and other tasks. All of my emails answered the with 2-3 hours without fail - truly faultless customer service.PositiveResponsiveness, Quality, Professionalism
1/5
GoogleEdit: Thomas Property group decided to seek me out to complain about my "1 star" review. They emailed my spouse, called me and basically, made a complete nuisance of themselves (expected) from of a Google review. Haven't you anything better to do? NB: I've rented through you previously and we have also made enquires when we were in the market for a new property. We found both times they were awful. How about not calling my partner for an explanation next time? I'm the one who commented on Google! Ps- your services when looking to purchase a property was below my expectations and your constant harassment when we went private (landlord also found them not acceptable, we had removed TP several months earlier) with rent payment arrers (threatening to add late payment fees) was utterly appalling.
5/5
GoogleThanks to Thomas Property Group myself and my partner are about to move into our first ever home together! The entire journey has been made so smooth by themselves, every time I’ve had any worries about anything along the way and I’ve contacted them they’ve always either had an answer ready or already been one step ahead which was extremely relieving. They were very fast at replying to emails and when ringing the office it was always easy to get hold of somebody. Would definitely go with Thomas Property Group again in the future, overall been the best experience I could’ve asked for. Thank you!
5/5
GoogleAbsolutely stunning letting agency with staff who are helpful every step of the way. No matter what questions me or my partner had about the moving process, the wonderful and helpful staff were more than happy to answer them, even if they might have seemed obvious or were just check up calls to see how far we are in the letting process. Thanks to this agency and its staff, we were able to feel confident in the move into the apartment we were going for and could call at any time within working hours and not feel like we were being talked down to or asking us questions we didn't know the answer to.
5/5
GooglePhoebe and Ashley were really helpful and professional.
Agent replied · 17 June 2024
Thanks for the feedback Ed, enjoy the apartment and please call our Property Management Team if you need assistance during your tenancy.
1/5
GoogleAwful experience, booked a viewing for a flat and was told 15 minutes before the tenant was stuck in traffic, understandable. The next day however I was rescheduled for the same day, took time to leave my place of work and was made to wait outside for 40 mins with no answer from their phones and no call back that they could not make the appointment. Did not even reply to my voicemail the following day, awful communication
5/5
GoogleFrom first contact the team have been exceptionally helpful and patient with us. Communication has been excellent and the whole process of moving (at a busy and stressful time of year anyway!) has been made easy by their helpful and understanding attitude. Thank you.
5/5
GoogleI moved into my rental property at the end of July 2023. The process of sorting out the paperwork beforehand was facilitated by Ashley Graham. She was professional, prompt and efficient. After moving into the property I liaised with the staff at Thomas Property Group over the phone. They were pleasant and helpful and continue to be so when I ring.
1/5
GoogleUnprofessional and unreliable. Booked an appointment to view a property. The girl on the phone was obviously being talked through how to book me in judging by the whispering and prompting I could overhear. Ok that's not a problem. The problem was her continually putting me on hold with no warning or explanation and just picking up the conversation where she left off as if it hadn't happened. Rude! I was told it would have to be the following week as they won't have the keys until then. Fair enough. Didn't get a confirmation email. Got a voicemail at 3:30 the day before the viewing saying my viewing had been changed to 5pm that day. Didn't get the message as I was working! Phoned them back the next morning as I still wanted to view the property on my pre arranged appointment but was told they weren't sure if the woman who does the viewings would be able to make it as they had changed my date and time. Needless to say I heard nothing back from them! Changing dates and times of house viewing without reasonable notice and cancelling appointments when people have altered plans to accommodate is extremely unprofessional. It has been a huge displeasure trying to do business with you!NegativeProfessionalism
5/5
GoogleWonderful service from the team here! From the first time I popped in on a rainy November afternoon right until i got our keys it was absolutely terrific . Very easy to contact; efficient and professional from all the team. Lovely.
1/5
Google2 bedroom house in Chester and this company is saying it’s for single person or couples? So basically because I have 2 kids they won’t bother with our application. This is what letting agencies are doing right now in the Chester area! We have been told no for every house because of pets (which the are not allow to blanket refuse pets) and now it’s the children they have problem with!
1/5
GoogleUnprofessional and unreliable. Booked an appointment to view a property. The girl on the phone was obviously being talked through how to book me in judging by the whispering and prompting I could overhear. Ok that's not a problem. The problem was her continually putting me on hold with no warning or explanation and just picking up the conversation where she left off as if it hadn't happened. Rude! I was told it would have to be the following week as they won't have the keys until then. Fair enough. Didn't get a confirmation email. Got a voicemail at 3:30 the day before the viewing saying my viewing had been changed to 5pm that day. Didn't get the message as I was working! Phoned them back the next morning as I still wanted to view the property on my pre arranged appointment but was told they weren't sure if the woman who does the viewings would be able to make it as they had changed my date and time. Needless to say I heard nothing back from them! Changing dates and times of house viewing without reasonable notice and cancelling appointments when people have altered plans to accommodate is extremely unprofessional. It has been a huge displeasure trying to do business with you!NegativeProfessionalism
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
Questions about Thomas Property Group Chester
How many reviews does Thomas Property Group Chester have?
Thomas Property Group's Chester office has 136 reviews across three platforms: 126 on Google, 5 on Yell, 5 on Trustpilot (across the whole business).
What is Thomas Property Group Chester's rating?
Thomas Property Group Chester is rated 3.6 out of 5 across all 136 reviews, and 3.8 out of 5 on Google from 126 reviews.
Where is Thomas Property Group's Chester office?
Thomas Property Group Chester, Grosvenor House, 13 Grosvenor Street, Chester, CH1 2DD.
