Thornley Groves Manchester City Centre Accounts reviews

★★★★★ 1/5

Google

⭐ 1 Star Avoid this management company if you value basic maintenance, communication, or respect as a tenant. I’ve spent over a month chasing the same issues and have received nothing but promises, excuses, and delays. Emails are ignored, repairs are postponed, and nobody seems interested in actually fixing anything. The oven is literally melting. The frame and buttons are showing heat damage, and hot air leaks out while it’s being used. This was reported multiple times and still hasn’t been properly dealt with. Electrical faults remain unresolved despite being reported weeks ago. The mould issue got so bad that I ended up cleaning it myself because waiting for management to do their job was clearly pointless. The privacy issue has been just as bad. I live on the ground floor and people can see directly into my flat. There has been construction work outside for over a month, meaning random workers have been able to look straight into my home every day. Despite repeated complaints, nothing has been done. What frustrates me most is the complete lack of accountability. Every email gets the same response: “We’re looking into it” or “We’ll arrange this soon.” Then nothing happens. After more than a month of being ignored, it honestly feels like this company only cares about collecting rent and not about the wellbeing of its tenants.

Tamchithei · 16 June 2026

★★★★★ 3/5

Google

Thornley Grove were efficient in helping me secure accommodation, which I appreciated. However, I found that repair and maintenance issues were addressed quite slowly. On a positive note, when I formally raised a complaint, it was handled very promptly, and I commend the team for responding quickly at that stage. I hope they can improve their overall responsiveness and urgency when dealing with repair requests in the future.

Akin · 22 December 2025

★★★★★ 1/5

Google

The most horrible experience with a letting agency I've had, unfit to do the job, they were in breach of our contract from day 1 when we moved into a filthy uncleaned flat, they could never get through to the landlord so we went without an oven or hobs for 3 months. The blinds were all broken or missing and the ventilation didn't work. There was mould, damp, damaged flooring, stained walls, dirty fixtures, the balcony door wouldnt close for a week and the balcony had rubbish, including broken glass on the floor. Now after leaving,having done a top to bottom clean to the best of our ability, bearing in mind the fact that I'm disabled so it was extremely difficult, and leaving it in better condition than we got it, they're trying to charge us an extra 200. Joke of a company Joke of a workforce More turnover than a patisserie

Joe · 22 August 2025

★★★★★ 3/5

Google

I wish I could give 5star review due to very polite and nice experience with the estate agents, big thanks to Aun Shah (otherwise this would have been 1 star), but at the end of our 2.5 years tenancy the landlord tried to charge us more than half of our deposit despite leaving the flat in better condition than when we first saw it. So for anyone reading this, make sure you take loads of pictures prior to moving in, in case you need to show proof at the end of your tenancy. Overall, good experience despite the hiccup at the end. The agency has automated online portal to report issues etc, most of which are resolved quick. If I ever need to rent again, I would use Thornley Groves services, but yet again - take loads of photos of the place before you move in, learn from my mistakes.. :)

Hris · 27 March 2025

★★★★★ 1/5

Google

Avoid at all costs. I have been down the complaints route after being left in a basement flat with no heating for months and months. and now I am finally moved out and funnily enough they are withholding my deposit 😄😄 avoid any dealings with any members of staff, James Hoyle, Keagan Smith, Jordan Simms, Emma Baxter, the lot of them unfortunately do not give a crap about anything over than clocking in at 9 and leaving at 5. Disputing through TDS as they are actually competent.

Isabella · 18 June 2026

★★★★★ 1/5

Google

Hello, I am Priya Dhivar. I am extremely disappointed and frustrated with the service provided by Thornley Groves. I had a very poor experience with them and would strongly advise others to be cautious. From the beginning, we were pressured to pay a booking amount quickly, with warnings that the property would be relisted if we didn’t proceed immediately. While taking keys Jodie Finch she was very arrogant women and wasn't ready to update our moving date. Now, we vacated the flat and after more than two months, our deposit is still not being returned. This kind of delay for such a basic obligation is unacceptable. Before moving in, we made a simple request for the property to be properly cleaned. Instead, we received a property that was in an extremely poor condition, damp, mouldy, and not fit to live in. As a result, we had to stay elsewhere until it was cleaned. we had to do requests to fix Sink Issue, Dishwasher issue multiple times. but we were fine with that coz they fixed eventually but now they are again trying to frustrate us with holding our deposit back. During the cleaning arranged through them, a light bulb was broken by their cleaner. Despite this, they are now attempting to charge us for the damage, which is completely unreasonable. Communication throughout has been consistently poor. Calls go unanswered, and there is no clear accountability. Our previous property manager, "Herbert Chong", avoided responsibility after the manager was changed just before we vacated as he was aware of all situations and frustrations. The new manager, "Kaja Iskra", has also failed to resolve the issue. The landlord, "Krystle Hart" has shown no willingness to act fairly and is instead making additional financial demands over minor issues. We maintained the property well during our tenancy despite the poor condition at the start. This situation reflects a serious lack of professionalism and basic customer care. We have formally raised a dispute through the Tenancy Deposit Scheme, and to date, neither Thornley Groves nor the landlord has responded. This lack of engagement is extremely concerning. If this matter is not resolved promptly, we will continue to pursue it through all available channels. I would not recommend Thornley Groves based on this experience. Hoping to get our deposit soon.

Priya · 23 May 2026

★★★★★ 2/5

Google

-Solicitors they reccomended (LPL) unnecessary delayed purchase by contacting the wrong company regarding taking over the leasehold, making the purchase take 6 months when it should have taken 2-3 -Thornley groves were difficult to contact resulting in organising a survey being difficult -When I finally collected the keys (something I was extremely proud to do as I was buying my first house), I was first asked if I "represented the landlord" (I was there on behalf bof myself, the owner occupier) then I was given the keys, the guy (Herbert?) couldn't meet my eyes, didn't shake my hand or say anything and looked at me like I had something wrong with me when I said I wanted to take a picture of the keys to send to my family. This was the culmination of years of hard work and graft on my end and I'm not looking to be worshipped, but I would have like to have been treated with a miniscule amount of respect. I'd just bought my first home and I was treated with all the dignity and ceremony of a wet fart. My first job was as a phone salesman at Phones4U and we were told to make more of a big deal out of a customer buying a phone than this guy did with me buying a property. It was so flat I honestly thought I'd done something incorrectly. Thanks for ruining something I'd been grafting for my entire adult life.

Ben · 23 May 2026

★★★★★ 5/5

Google

Katie Garner made it very easy to renew my tenancy. Very courteous and polite. Always helpful when it comes to getting feedback on any maintenance that is required within the building. If there were more people like Katie then there would be many more happy tenants

Brett · 20 January 2026

★★★★★ 5/5

Google

⭐️⭐️⭐️⭐️⭐️ I’ve had a great experience renting through Thornley Groves, and I’d especially like to thank Lucy Clegg for her consistent professionalism and support. She’s always been approachable, responsive, and helpful whenever I’ve had questions or needed assistance. It makes a big difference having someone who communicates clearly and takes the time to handle things properly. Thanks again, Lucy, really appreciate all your help!

Chris · 23 May 2025

★★★★★ 1/5

Google

Thornley Groves added policies such as Rent & Legal Protection to my account without my consent. Despite raising this immediately, I am still waiting for a refund over eight weeks later. After the 12 month AST ended, I made it very clear that I did not wish to continue with Thornley Groves managing the property. However, due to ongoing incompetence and a complete lack of internal communication, they continue to act as if they still manage it, including incorrectly claiming tenants are in arrears and even instructing works such as an EICR without authority. Contacting them is extremely difficult. Phone calls and emails go unanswered, including multiple attempts to reach their Head of Property Management, Jordan Simms. Overall, the service has been disorganised, unresponsive, and deeply frustrating. I would strongly advise landlords to avoid.

Nathan · 20 February 2026

★★★★★ 5/5

Google

We’ve had the pleasure of dealing with Lucy Clegg at the Monton branch of Thornley Groves Lettings. Lucy is very professional, knowledgeable, trustworthy and always approachable. She communicates effectively and keeps us informed every step of the way, ensuring that both ourselves and the tennant are happy, giving us peace of mind knowing that our property is in good hands. Andrew Mills

Andrew · 20 March 2025

★★★★★ 5/5

Google

I have been with Thornley Groves for many years, but my property manager was changed to Maisie Widdas a few months ago, and she has been nothing short of brilliant. She was moved to me due to a previous complaint, the first thing she did was ring me and ask how I want her to manage the property. We had a lovely conversation and she has stuck to her word ever since! She’s always quick to inform me of any issues but reassure me not to worry of anything, she also recently had a long conversation with me about renters rights and she has settled me completely! Thanks so much for all you do Maisie, you’re a credit to the company!

Murie · 22 December 2025

★★★★★ 1/5

Google

Avoid this agency if you expect basic habitability, transparency or support during serious issues! A severe damp and mould problem developed in the flat I rent from them, including pest infestation coming directly from the mould. Despite reporting it immediately, the agency has repeatedly ignored my emails or replied many days later with no effective action so far, more than two months ago. They even closed my pest report claiming it would "resolve on its own" once the damp works are done. But I wonder what works if they are not arranging anything at all! This is completely unacceptable. My building management (independent from Thornley Groves) were the only ones who were trying to support by sending a contractor to investigate and he confirmed the mould, damp and pest but even after this the agency still hasn't shared the report or provide a clear action plan despite my constant attempts to communicate with them. The flat became uninhabitable since late October, with my belongings moved and covered in the kitchen and living room, I am doing all the daily cleaning of mould and insects. I am not living there since early November due to the disgusting situation and because I became ill after the exposure to mould. Despite my complaints, the agency still refuses to take action, refuses to let me go of the contract, they still call me and sms me asking to pay the full rent, offering no solution, no timelines, and no accountability on the problem. They have claimed that TG cannot let me go of the contract because the landlord has told them that it would be a big financial loss for him. But what about my physical and mental health, what about my rights as a tenant to have an enjoyable place to live and which I am paying for? If you're considering renting through this agency, be aware that when a serious issue arises, you will be left completely unsupported. UPDATE: I am adding this update to my review because some of the comments I posted on the company’s social media pages about my unresolved damp, mould and pest issues have since been removed. From my experience, there is a clear gap between what is publicly promised online and the reality of how serious maintenance issues are handled once you are a tenant. Despite weeks of reporting and escalation, the core problem in my flat remains unresolved. I would strongly advise prospective tenants to carefully consider how issues are managed after you sign the contract, not just how responsive the company appears on social media.

Lizbeth · 20 December 2025

★★★★★ 5/5

Google

I cannot say enough thanks to Natasha Conway from this estate agency. Natasha has been exceptional through out the whole process ; informative, so patient and always kind. In particular the level of responsiveness was extraordinary in my opinion, so easy to contact and get all the information in a professional and so polite manner. We went through few stages until completion; Natasha demonstrated empathy , understanding and efficiency when dealing with all the issues and the liaising. A big thank you again.

Charalampos · 20 March 2024

★★★★★ 1/5

Google

Watch out for the agent named ‘David Barsi’ who tried to charge £280 in cleaning fees & another £60 to collect an item from the building’s parcel room. Eventually had to go through the TDS to recover 90% of this as the charges were clearly unjustified. Completely ruined what was otherwise a positive tenancy stay.

N · 23 May 2026

★★★★★ 1/5

Google

We left the flat in a much better condition than what we got it in and they took £350 off our deposit. Make sure you take plenty of photos of what the flat looked like in the beginning as they will take your money. They also do not fix things when they break. We couldn't use the bath for 5 months even though we reported it as broken and we had to get the front door lock fixed when it broke and it was not reimbursed to us.

Rhia · 22 October 2025

★★★★★ 3/5

Google

I wish I could give 5star review due to very polite and nice experience with the estate agents, big thanks to Aun Shah (otherwise this would have been 1 star), but at the end of our 2.5 years tenancy the landlord tried to charge us more …

Hris · 22 April 2025

★★★★★ 1/5

Google

Where to start. Awful. Although often cheap to rent from, Thornley Groves are one of the worst-managed and unprofessional lettings agents in Manchester. If avoidable, avoid - if you go with TG, don't expect quick replies or any of your issues to be sorted. We rented with TG for 3 years and they were so inconsistent with their communication with us. We had black mould for far too long, our boiler broke several times, and our fridge broke. It took them well over a week, each time, to send someone to fix the boiler & fridge respectively, and the black mould was still present (although painted over) when we left (3 years), despite our reporting this through their online reporting system. When we complained about the mould and alluded to legal action, they wiped all reporting history from the online portal, so we had no evidence of this. ALWAYS read your contract with TG - they wrote sections in there which are in direct contravention to what is in law, and which do not reflect the legal rights of tenants in the UK - they can't enforce these things, they are just trying to scare people. If you are a student or a young person, please don't rent with TG - and if you do, read the contract Thoroughly. Landlords let their properties with TG because they are cheap, but this doesn't make the rent any cheaper - the landlord's do not care, and the agency is affordable - this means that as a renter, you will get poor customer service, and the landlord won't be splashing out anytime soon to replace broken furniture for example. All the contractors will be hired at the last minute, at the very back end of their Service Level Agreement, and they will always hire the worst, cheapest services available. If your boiler brakes, or there is a persistent issue - don't be surprised if it crops up again and again over the tenancy. If you call TG, you won't get through, and if you do, you will be met with incompetency. Not all bad - we had a roof over our heads, and heating (sometimes), and they will inspect the property VERY frequently. As long as they are meeting the council's standards (barely) and their landlords are happy, that is truly all they care about. TG are the perfect example of crumby lettings agents enabling the existence of lazy landlords in this country. Thornley Groves - answer your phones, your offices are decked out with staff. Clear that voicemail inbox guys ;) Thanks for the amazing tenancy <3

Jade · 22 September 2025

★★★★★ 5/5

Google

Michael Richardson has been my point of contact at Thornley Groves for a couple of years. He has proved to be amazing in his role. He is punctual at replying to my emails, professional when dealing with my tenants, finding appropriate tradespeople when needed and he has a positive attitude with me. Thank you so much Michael. I have also found Thorney Groves very good at collecting my rent, paying me and offering a good rate for the service provided.

Jane · 29 June 2023

★★★★★ 5/5

Google

I am writing this review as one of the contractors of Thornley Groves Estate Agents. My companies, the property maintenance, the roofing and the landscaping companies, have a lot of experience working with estate agencies and have to say that I am happy to be working with these. Aimee Hobson the Manager of the city centre department has been instrumental in ensuring not only are the tenants happy with the properties they live in, but the maintenance standards are also top notch. Obviously we cannot speak for every contractor, but can speak for our own dealings with this office. Aimee is professional, reliable and goes out of her way to sort any problems out. We are happy to have her as one of our clients and enjoy working with her.

Brinel · 29 June 2023

★★★★★ 1/5

Google

Rented a flat vía Thornley Groves for 18 months and they were terrible. Starting when they didn’t give us the codes to the doors when we moved in and we were stuck outside, to them not fixing things for months on end, to finally them not providing us a final meter reading on our way out and us being charged £90 extra. Every interaction we have had with them has been bad. Edit: I raised a complaint with the Ombudsman and it took a year but Thornley Groves ended up paying a 'good will payment' to cover this loss.

George · 22 August 2025

★★★★★ 1/5

Google

I had an incredibly disappointing experience with Thywill of Thornley Groves regarding a property rented in Manchester. Upon moving in, the property was in unacceptable condition: furniture, appliances, and other essentials were either broken or unusable. Despite raising these issues since we moved in and repeated follow-ups, there has been no meaningful progress or resolution. My family even traveled from overseas to meet with the agent in person, and while the agent appeared cooperative and promised immediate action, no follow-up occurred as promised. This lack of professionalism and accountability is unacceptable, especially when dealing with international students unfamiliar with local laws. If you are considering renting through this agency, I strongly advise you to think twice. Based on our experience, their promises often lack follow-through, leaving tenants frustrated and helpless. We are pursuing further action through official channels to resolve this matter, but this experience has been unnecessarily stressful and disappointing.

Joy · 22 August 2025

★★★★★ 2/5

Google

I had a really stressful and disappointing experience moving into a property managed by Thornley Groves in Sale. The basement flat looked fine during the viewing, but once I moved in, everything started going wrong. The plumbing was a nightmare, the toilet overflowed onto the bathroom floor, and the kitchen sink was just as bad. I had to use the bathroom in the empty flat above mine, which stank of cigarette smoke and made me feel sick. I even had to get ready for my graduation in there, which honestly ruined the day a bit. The boiler had its bottom part exposed, apparently for “health and safety”, but it was directly above the bed, which seemed way more dangerous if hot water ever leaked. The place was also crawling with bugs. I mean I couldn’t even identify what bug I was stepping on or was climbing the walls alongside the countless spiders. Then one morning, the only exit door jammed and I couldn’t get out. I had to call an emergency locksmith and ended up being late for work. Thornley Groves did refund me for that, but the door stayed dodgy and hard to open, and nothing was really done to fix it. I’m giving two stars instead of one because they did send plumbers, covered the locksmith, gave me my full deposit back, and let me end the tenancy early (though I still had to pay an extra month’s rent). But honestly, this flat should never have been rented out in the first place. Strangely, they found new tenants right after I left, I really hope they’ve had a better time than I did. This was genuinely one of the most stressful experiences I’ve had. I’d bought furniture for the flat, only to end up selling it all and moving again just a couple of weeks later. Wouldn’t trust Thornley Groves Sale to rent out liveable properties after all this.

Grace · 22 August 2025

★★★★★ 5/5

Google

My property has just been let via the Monton Office where i have dealt with Lucy, Amber & Kevin. The procedure was very smooth from beginning to end and all updates were prompt and timely. I have no hesitation in recommending them to other landlords

Vicky · 20 March 2025