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.
Every review we hold for the London office, from every platform, shown as written. First names only.
4/5
TrustpilotI had three estate agents who all gave…
I had three estate agents who all gave different prices Acorns was the best by far and the valuation proved they were spot on house sold without any problems.
Thank you for your kind review of our Dartford Office. We would love to know if there is anything we can do to make this a 5 Star! Kind regards Karen Hedges- Acorn Customer Services
1/5
TrustpilotAcorn still the worst - 2 years later
In August 2021, I placed a review regarding this company. It's September 2022 and this is what happened. 1. They rightly made us certifying our building with the EWS1 (good);2. The contractor who was supposed to fix our intercom (in 2019) said WE (the directors) were too demanding/late to reply. I took the ownership of it and fixed and replaced 11 intercom phones (for free);3. Every time Acorn called any of the contractors they fixed something but oddly few weeks later there was always something else to fix. Even recently, Acorn hired a new electricity contractor which spotted a problem the previous contractor said they fixed. We all wondered why the previous one didn't fix it. 4. Our Acorn Manager left, we have now 2 temporary ones: we asked to have spreadsheet with all the outstanding task. They send us a spreadsheet titled: "St. Michaels Courts". Yeah right, THAT'S NOT US!!!5. The twin building next to ours, still have to have their intercom fixed (2 years) and their fence redone. 6 They are REALLY GOOD at charging us their fee! Oh when we asked for an extra meeting to discuss all these issues, they replied with their charging fee.
Dear GiancarloI’m sorry to read your review. Our block management team do endeavour to use reliable and competitively priced contractors and, should any issues arise with a contractor’s work, the team will always investigate with that contractor and try to resolve. You have mentioned issues at your neighbouring building however any maintenance issues affecting that building are prioritised by their resident Director rather than Acorn. With regard to the schedule sent yesterday, I believe the member of staff who sent that to you did apologise earlier for the error she made in the heading. The Director of our block management team will investigate your concerns and ensure you receive a direct response.Thanks - Andrew Roberts - Customer Relations Manager
5/5
TrustpilotRebeena Bukreedan is an asset to your team
I recently used your rental service to find a tenant for my property. I have to say Rubeena was extremely helpful. Her professionalism and diligence in securinga tenant was remarkable.I will certainly be using the service again.
Thank you Joseph for leaving us a 5* review. We are really happy that you were pleased with the service you received from the Rubeena and if we can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
1/5
TrustpilotAcorn Group - Useless lettings agents
Acorn Group - Do not touch these lettings agents with a barge pole. My daughter, who was pregnant and a first time landlord, rented out her property with Acorn. She paid 14.5% to them to fully manage the letting. Once they had signed her up, they stopped providing advice and guidance. The tenant they accepted was not vetted adequately and within three months stopped paying the rent. She never paid any Council Tax or utility bills. She was a fraudster and had a 15 year history of setting up businesses in rented properties and not paying any bills. A simple Google search if done by the vetting agent would have flagged this up. In cahoots with her daughter and many accomplices, she used my daughter’s address to set up multiple companies. My daughter knew nothing about it. Despite getting an eviction notice, she refused to leave the property. Apart from sending an email, Acorn did nothing. It was left to myself (aged 72) to go round and negotiate a leaving date. When the tenant finally left, and only after being threatened with court action, she owed over £4,000 to my daughter, thousands in non payment of Council tax and utility bills and many thousands in unpaid bills for goods ordered for her businesses. For many months my daughter had to deal with bailiffs who were chasing up the tenant’s debts going back up to 15 years, and get her address removed from Companies House. She managed to get only a tiny fraction of the money owed to her back, and nearly didn’t get any because Acorn had allowed the rent deposit scheme to lapse. Do not use Acorn Estates they are a disgrace.
5/5
TrustpilotExcellent service from Jess Rayfield
Jess has been managing my property for many years. I value her commercial judgement, efficiency and professionalism. She is a gat person to work with
5/5
TrustpilotAll positive from us
Hi, Not sure why everybody's complaining about this estate agency. I dealt with Damian (London-Kennington branch) and I have to admit he's been really helpful, he tried to talk with the landlord trying to meet our offer. In the end, he managed to convince him to accept our offer (after refusing it the first time) but unfortunately, it was too late as we already arranged with someone else.No issues in terms of money either, holding deposit been refunded after a couple of days.All positive from us
5/5
TrustpilotExpert Local Knowledge
Acorn did an excellent job when I was selling my flat. They know the local market well and were quick to adapt to a surge in demand. From beginning to end, they were supportive and communication with them was excellent. As they have a number of offices in South East London, my property was marketed widely. I had around 25 viewings (it was difficult to keep up with all the bookings!) on the first weekend and found a buyer very quickly. I would definitely recommend them.
Thank you Alyson for leaving us a 5* review. We are really happy that you were pleased with the service you received from our Lewisham office. If we can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
5/5
TrustpilotWill highly recommend Rubeena
Although Rubeena is new, she’s been instrumental in getting the property rented out in no time. She posses great communications skills and a true professional in every sense. Great talent at Acorn and would highly recommend.
Thank you James for leaving us a 5* review. We are really happy that you were pleased with the service you received from the Rubeena team and if we can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
2/5
TrustpilotThere were moments that showed…
There were moments that showed potential, but overall it felt clunky, inconsistent, and disappointing.
5/5
TrustpilotSimply wonderful rental estate agent
My family and I have had the pleasure of dealing with Lilia Ghenim from the Belvedere office of the Acorn Group and I literally couldn't have enough positive words to share. We were renting our family home as a result of moving ourselves and Lilia first advised us of an appropriate rental value (greater than we'd assumed) and found us a wonderful family to rent the property within three days of being commissioned (whilst also holding an open day to ensure we had options, should we need them). Our purchase then got caught in a protracted and seemingly never-ending chain (8.5 months) throughout which Lilia remained calm and composed, kept the potential tenants updated and removed all guilt, anxiety and nervousness we had from the process. With all we had going on with our own purchase, Lilia ensured that we knew that the rental side was managed. On top of all of that, she's simply a pleasure to deal with and I've never doubted that she genuinely cares. I couldn't recommend her highly enough.
Thank you for taking the time to share your experience of working with Lilia and the Belvedere office. We are really happy that you were pleased with the service you received and if we can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
5/5
TrustpilotSimply wonderful rental estate agent
My family and I have had the pleasure of dealing with Lilia Ghenim from the Belvedere office of the Acorn Group and I literally couldn't have enough positive words to share. We were renting our family home as a result of moving ourselves and Lilia first advised us of an appropriate rental value (greater than we'd assumed) and found us a wonderful family to rent the property within three days of being commissioned (whilst also holding an open day to ensure we had options, should we need them). Our purchase then got caught in a protracted and seemingly never-ending chain (8.5 months) throughout which Lilia remained calm and composed, kept the potential tenants updated and removed all guilt, anxiety and nervousness we had from the process. With all we had going on with our own purchase, Lilia ensured that we knew that the rental side was managed. On top of all of that, she's simply a pleasure to deal with and I've never doubted that she genuinely cares. I couldn't recommend her highly enough.
Thank you for taking the time to share your experience of working with Lilia and the Belvedere office. We are really happy that you were pleased with the service you received and if we can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
5/5
TrustpilotI rented my flat through Acorn
I rented my flat through Acorn. They have been fantastic, especially Mauricio & Davide. They have been professional and informative throughout the process. I would certainly recommend them to anyone.
Thank you K for for leaving us a 5* review. We are delighted to read that you were happy with the service you received from Mauricio & Davide at our London Bridge office. If we can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
1/5
TrustpilotLettings department is a let down
Lettings department is a let down. - The person you are looking for is never available, promised call backs never happen. - Lack of internal communication ie the house we rented was being sold, then towards the end of tenancy our property manager (some new person who was never introduced) asked to urgently confirm if we want to renew tenancy...- Ridiculously overpriced quotes for work. Received a £3k quote to fix a window issue. Got it done for a few hundred without them...Spent a bit over 5 years in the property, in year 2 we stopped talking to them and went directly to our landlord due to above mentioned problems. Landlord ended up selling the house via another agency for same reasons. Waiting for the deposit now, provided all information they asked for and received zero confirmation/update as to what to expect. We are talking about a 30 seconds email...
Dear Istvan. I am sorry to read your review of the service you received. I will speak to the Property Management team and make sure you are updated at the earliest opportunity.Thanks Andrew Roberts - Customer Relations Manager
1/5
TrustpilotAVOID ACORN IF YOU ARE A LANDLORD.
I rented my apartment through ACORN London Bridge for a couple of years. I have just ended my relationship with them after abysmal service. They were unable to secure me a tenant that would stay for longer than 6 months, and on two occasions they advocated the break of contract after only a couple of months. They still charged the tenant the administration fees, and I only found out about this after they had mistakenly forwarded these fees on to me, then demanded that I return the money.I now have a flat with broken blinds, broken internal furnishings and additional furniture they allowed tenants to leave behind, without checking on the inventory. They oversaw the breaking of my boiler then administered the replacement of a new one for over £3000.00. During winter, and didn't tell me until two days after new tenants had moved in and had nearly frozen to death. My last tenant was allowed to break her lease early on the provision she would pay out some of the contract, yet i haven't seen any of this money and now no one at ACORN will respond to my emails.I now have a new agent who has found me a great tenant.Avoid ACORN, they're cowboys, dishonest and incompetent.
Dear Eddie. I am sorry to read your review of the service you have received from us and have contacted you direct. I hope that we will be able to resolve these issues amicably off this platform. Best wishes. Andrew Roberts - Customer Relations Manager - andrew.roberts@acorngroup.co.uk
2/5
TrustpilotVery disappointing experience - Crystal Palace Branch
Very disappointed with Acorn, we have just had to get rid of them due to poor service. Initial chats went well, we were told they sold another flat in our block and had plenty of viewers lined up - hence we went with them.This turned out not to be the case, we had 4 viewers in the 8 weeks we were with Acorn. They were mostly not appropriate for the type of flat we were selling, and the feedback from the agent was extremely poor and unhelpful so we weren't able to improve (mostly just said "not suitable" to us, which indicates to me they were not getting the right people through the door).I have to be honest, the agent Luke couldn't have seemed less enthusiastic about being there and made zero effort to talk the property up or mention outdoor storage (I had to do that myself). He actually seemed annoyed that he had to be there at all.Once we told them we wanted to break contract because of these issues, didn't hear from them again. We were never a high priority for them, that much was clear.Would definitely avoid Acorn in the future, great sales chat which didn't materialise.
Dear Robina. I am sorry to read your review of the service you received from our Crystal Palace office. I have spoken to those involved and reminded them of our ultimate commitment to provided our vendors with the best service possible. As you can see from the many happy customers on Google, in most cases we do get this right and happy to be one of the most successful agents in the Crystal Palace area, however I am very sorry that we have let you down in this instance. I wish you well with your move and if I can help further please do let me know. Best wishes. Andrew Roberts - Customer Relations Manager - andrew.roberts@acorngroup.co.uk
5/5
TrustpilotA big thank you to Mark and all his…
A big thank you to Mark and all his Team at the Rainham office. All the Best.
Thank you so much for leaving us a brilliant 5 Star review- We appreciate it! Customer Services
1/5
TrustpilotWhere to really start….
Where to really start - from the offset the agent we dealt with lied to us consistently about an endless list of things, about the sellers situation, to the the tenure of the property, to the structure of the property - the list goes on. Every agent we dealt felt like they were pretending to be an estate agent, and seemed to think that the best way to handle buyers is to lie to them, and the deny everything. They will do whatever they need to to get the property sold. They are smarmy, untrustworthy and selfish. I can’t imagine the culture in the office is healthy at all. Our solicitors said they were the most unprofessional, rude and intimidating agents she had ever dealt with, and if the whole process hadn’t already been delayed by so long because of their complete lack of ability, we would have gone to the Property Ombudsman because some of their practices were so incredibly dodgy and almost definitely illegal. I wouldn’t go near them with 10 barge poles.
5/5
TrustpilotHighly recommend their Lewisham office
Highly recommend their Lewisham office, Arikson and Dammy were key to our sale going through
Thank you Clive for takling the time to leave us a review of your experience using our services. Best wishes. Acorn Customer Services.
1/5
TrustpilotWe are still having issues renting a…
We are still having issues renting a place I’m beginning to take things very personal They took over £500 of my money for a holding deposit and now won’t give it back It’s against the law so looking at a small claims court …. Because my referencing didn’t go through / FAILED as they keep saying which makes you feel horrible… Apparently they use it for the cost of referencing… I’ve been private renting for 12 years at my current place … I have a good credit rating …. So something isn’t right Give me back my money 💰
Dear SJC. I am sorry to read your review and have responded to you direct. I look forward to hearing from you. Thanks. Andrew Roberts - Customer Relations Manager
5/5
TrustpilotI found Acorn Lewisham to deliver the perfect service for anything relating to buying a flat
I found Acorn Lewisham to deliver a very high standard of support, advice and referrals to additional in-house services such as mortgage brokers etc during a flat purchase. Dammy in particular assisted me faultlessly throughout the purchase in a very kind and professional manner. He helped with flat hunting and then through the whole process. Highly recommend Acorn Lewisham for anything to do with buying a flat.
Thank you, Matt, for taking the time to share your positive experience with Acorn Lewisham. We're thrilled to hear that Dammy provided you with exceptional support and guidance throughout your flat purchase. We appreciate your recommendation. Thanks, Customer Services
5/5
TrustpilotGrove Park Office
Grove Park Office. All went extremely well with the sale of a property for which I was a Trustee. A very helpful team, and minor difficulties were soon resolved.
Thank you Richard for leaving us with a 5* review of your service with our Grove Park office. We are really happy that you were pleased with the service and if we can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
5/5
TrustpilotExcellent service from Rubeena and…
Excellent service from Rubeena and Lilia. They really took her time in making sure we were well informed throughout the process and they continually assured us that we were in safe hands.We can honestly say they went above and beyond in making sure everything was done including chasing up other departments to speed up process.They were quick to respond to all our enquiries and checked on us after the process to ensure we settled in well. We can't recommend them enough. A big Thank You for making sure we had a smooth renting journey! - E&R
Thank you Ed for leaving us a 5* review. We are really happy that you were pleased with the service you received from Lilia and Rubeena and if we can help further please do let me know. Thanks. Andrew Roberts - Customer Relations Manager
5/5
TrustpilotVery good service and thanks to James…
Very good service and thanks to James Clachar for is help through out the process and after
1/5
TrustpilotUpdated review - there are plenty of other companies I’m sure
Further update to my review posted 15 July 2024, I received an email from Paul Deveney 16 July 2024. How efficient or coincidental was that!!! Well I have not dignified the email with a reply. It amounted to ‘corporate speak’ and my fault - not checking the small print. Mr Deveney stated some ‘Staff Training’ needed to be carried out. I find that difficult to comprehend. How do you ‘train’ staff to be honest and have integrity when some of their staff blatantly lied. I thought companies would strive to enhance their reputation apparently not. Fortunately I will not be in that situation again. Take a long dispassionate look at letting agencies before you sign a lease. It could be a frustrating and expensive experience. Good luck.
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