Trusted Agent profile · London
★★★★★
504 reviews across 2 platforms
120, Bermondsey Street, London, SE1 3TX
Acorn New Homes's office in London, at 120, is rated 3.5 out of 5 across 504 reviews on two platforms, including 13 Google reviews rated 4.9.
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Every review we hold for the London office, from every platform, shown as written. First names only.
5/5
TrustpilotExtremely impressed with Jamie Perrin…
Extremely impressed with Jamie Perrin and his colleagues especially Lilia Ghenim (my favourite person).All dealings were done professionally all through.Fully impressed.
Thank you Ayo for leaving us a 5* review. We are really happy that you were pleased with the service you received from Jamie and Lilia. If we can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
5/5
TrustpilotGreat service
Great service. My property manager Natalia Rich is always quick to respond and is proactive in resolving issues. Would definitely recommend.
Thanks Cathy for leaving us a 5* review of your experience in working with Natalia Rich at our Property Management department. We are really happy that you have been pleased with the service received and if we can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
5/5
TrustpilotNatalia Rich Best Property Manager at Acorn
We just want to say big Thank you for an amazing, fast, attention to the detail, kind and excellent service to Natalia Rich. It was a pleasure liaising with her, I wish we had have her covering the management of our house much earlier. She has always been available to help and always ready to action whenever needed to resolve any issues with our previous tenants. Thanks again Natalia.
Thank you Irene for sharing your experience in working with Natalia Rich at our Property Management department. We are really happy that you have been pleased with the service received and if we can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
1/5
TrustpilotI’m very frustrated with the continuous…
I’m very frustrated with the continuous and excessive delay in pace and receiving vital information.Prior moving into our flat we had issues with our property manager. Now we've moved in we still have issues with the same property manager. We receive little to no information on urgent enquiries and are left stuck with no way to move forward.Our hob is incredibly dangerous and could easily burn the building down. I’ve expressed how hazardous this is on multiple occasions!!! Two engineers have come to the property and confirmed this needs to be replaced IMMEDIATELY. This excessive delay is not only putting myself and my partner in danger but the rest of the neighbours in extreme danger. Your lack of action is life threatening and highly concerning. I’ve asked for a follow up on this and many other things since I’ve move here, which was almost 3 months ago now. I have received zero information! This matter is urgent and incredibly important. Why isn’t this being take seriously? Would it take a second Grenfell tragedy for this matter to be taken seriously? The current agent we have isn’t prompt enough in responding and doesn't take any action. I want a different property manager immediately! I ask for this before and was told to be patient due to co-vid 19 but this is now excessive and ridiculous. We cannot continue like this.
Dear Sheena. I am sorry to read your review and have already been in contact with you directly. I have raised the issue with the Manager of Property Management team and asked her to investigate immediately and provide you with an update today. Thank you. Andrew Roberts - Customer Relations Manager
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
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.
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
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
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
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
1/5
TrustpilotIncompetent 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.
Hi Emily. I have looked in to this and have emailed you my thoughts directly. Thanks. AndrewHi Emily. This doesnt look good and I am sorry for the experience you have had. I am going to investigate and come back to you. Thanks. Andrew Roberts - Customer Relations Manager
1/5
TrustpilotWorst 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.
Dear Antti. Thank you for the update. - I can see that the address was wrong on the original tenancy agreement. Unfortunately, this was an agreement that the landlord prepared himself not Acorn. - I have no record of such a conversation.- The landlord managed the tenancy himself, not Acorn. He held registered the deposit in his deposit scheme not Acorn's so any deductions should have been negotiated with him. We had no control on the deposit release and have no records of any communications with us that you were not happy.Whilst I am sorry that you did not have a happy tenancy, I am afraid, Acorn had limited involvement in your issues. Thanks. Andrew Roberts - Customer Relations Manager
1/5
TrustpilotSHOCKING 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. I have not tried to block you but I have asked you come out from behind your pseudonym and email me with your details so that I can at least verify if you are genuine or not. Again, if you have a genuine complaint, email me. We have nothing to hide..do you? Thanks. Andrew Roberts - Customer Relations Manager (Andrew.roberts@acorngroup.co.uk)
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