Trusted Agent profile · Manchester · Greater Manchester
Verified
★★★★★
471 reviews across 1 platform
The Pod, Worsley Street, Manchester, Greater Manchester, M15 4LD
Thornley Groves's office in Manchester, Greater Manchester, at The Pod, is rated 3.6 out of 5 across 471 reviews on 1 platform, including 471 Google reviews rated 3.6.
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Every review we hold for the Manchester office, from every platform, shown as written. First names only.
5/5
GoogleHannah at Vimto Gardens branch has been amazing. So fast at getting my tenancy renewed and very thorough with her communication and sending the documentation to me. I cannot recommend highly enough.PositiveResponsiveness, Professionalism
Hi Michael We're so pleased that you've received such a great service from Hannah in our Property Management team. We really appreciate you taking the time to rate us 5 stars! Kind regards Customer Care Team
5/5
GoogleGabriel Walker and his team have been incredible in helping me secure a flat in a very turbulent market. Cannot express my gratitude towards them!
Dear Sam, We're sorry for not responding to your review earlier; we have a new Customer Care Team now who are managing all of our reviews and we just wanted to make sure we responded to your review. I’m very pleased to see that you have clearly been impressed by the overall service you have received from Thornley Groves. Kind regards, Customer Care Team
4/5
GoogleOverall my lease with Thornley Groves was satisfactory as my landlord was very good at handling all my repair requests, of course with the help of property manager Leigh Johnson who within the last 3 months of the end of the lease switched to Olivia Knowles . I would like to leave my dissatisfaction with the response in the emails and the return of calls. During all the time of rent I always had to send several emails and call several times for the issues to be resolved. In the case of the check out report it was no different, I waited another 15 days from the delivery of the keys(27/08/2021) until it was resolved. The check out report was carried out on 31/08/2021 and nothing was done until 13/09/2021, the day I was able to talk to Thornley Groves. I sent 3 emails to Olivia without return, I called several times and her phone went straight to voicemail, the property manager's main voicemail is full and it is not possible to leave a message. This is further proof that people try to talk to you and they can't. This needs to improve a lot!!! In the end, On 13/09/2021 I managed to speak on the main phone in the accounts department and the call was transferred to Richard Lowey, who solved the problem.
Dear Marthina Firstly, thank you for taking the time to post a review. We are very disappointed to hear that you have not been satisfied with the service you have received, but we value your feedback & are grateful for the 4 Star rating despite your experience! Kind regards, Customer Care Team
5/5
GoogleCourtney Whelan showed me the house and completed all the formalities very easily and sincerely. She is very professional and I am very happy to see her responsibilities to work.
Dear Rakibul, Thank you for sharing your positive experience with Courtney! I'm glad to hear that she made the process smooth and professional for you. I’ll be sure to pass along your feedback to her, it’s always great to recognise hard work! Kind regards, Customer Care Team
5/5
GoogleHannah has been lovely in the entire process. She was always open to find the efficiency solution for my enquiries and always treat me with the best attitude. It was a pleasure work with her.
Hi Maria Thank you so much for the 5 star review, mentioning Hannah's service in particular. We really appreciate it and Hannah will be thrilled about this great review. Kind regards Customer Care Team
1/5
GoogleReally very bad experience with this agency. Avoid renting with them.
Dear Ahmad, We're sorry to hear that you had a negative experience with us. Your feedback is very important, and we take it seriously. Please know that we're using this opportunity to reflect and improve our processes moving forward. Thank you for bringing this to our attention. Kind regards, Customer Care Team
5/5
GoogleMy agent Abdullah Hussain has been very helpful, assist me to resolve the issue last week.
Dear Customer, Thank you for leaving your Property Manager Abdullah based at Vimto Gardens a 5 star review. It is great to hear Abdullah was very helpful. Kind regards, Customer Care Team
1/5
GoogleAVOID this agent if you are thinking to let or sell your property. You will never reach them via phone or email unless they want you make some payments. They will keep send you emails if you not response but they will ignore you when you need them. Also, your funds are not safe in their account. You will always receive surprised invoices. They can use their contractors to do some job without your permission also with an unreasonable price.NegativeResponsiveness, Quality, Professionalism, Value
Hi Zhou We're sorry for not responding to your review earlier; we have a new Customer Care Team now who are managing all of our reviews and we just wanted to make sure we responded to your review. Your comments have been noted and we're sorry that you feel the service we provided was only worth 1 star. To investigate the issues you've mentioned, we would require further information regarding your property. Therefore you can either contact your Property Manager or send us an email at complaints@thornleygroves.co.uk. Kind regards Customer Care Team
5/5
GoogleI have rented out one of my properties through Thornley Groves and in particular the City Centre (Vimto Gardens) office for some time, however with a recent change of tenant and the need for a significant refurbishment plus the added issue of Covid-19, along with the fact I live 3 hours drive away, I needed to rely more on my Manager, Leigh Johnson. Leigh prepared a detailed report of the property following the departure of the old tenant and then began to ably gather quotations for the work, keeping me informed along the way. Once the key contractor was appointed and work commenced, she managed the project and kept me up to date throughout until completion and onto the new tenant taking up occupancy.PositiveResponsiveness, Professionalism
Hi Steve Thanks for the great 5 star review, we really appreciate it! It's great to hear that Leigh is doing such a wonderful job of managing the property for you, ensuring being a Landlord is as stress free as possible! Kind regards Customer Care Team
5/5
GoogleSarah Tarmey has been a huge help setting up and sorting all of my compliance reports. She’s been so professional, an absolute credit to the team.PositiveProfessionalism
Hi Lucy Thanks for leaving us a great review, we really appreciate it! Kind regards Customer Care Team
5/5
GoogleAkeem Ffrench was very helpful with my request and looked into the issue I had straight away. Very friendly and lovely to speak to
Dear Danni, We're sorry for not responding to your review earlier; we have a new Customer Care Team now who are managing all of our reviews and we just wanted to make sure we responded to your review. Thank you for the great review and great rating! We really appreciate it! Kind regards, Customer Care Team
1/5
GoogleI wish I listened to bad reviews when I rented (I just regret it in every way unfortunately). The worst experience I've ever had. Not really professional and imagine when you desperately want to talk to them and nobody will care to pick up phone. Also I had many issues which cost me so much. Charged dearly at check out, but swallowed that as I just wanted out. Only person I thank is Jordan from Management. I'll never come back whether for renting or buying.NegativeProfessionalism
Dear Yassar, We are sorry to hear you did not enjoy the service provided and that you will not be returning to our custom. If you are not in agreement with the deposit amounts deducted I would encourage you to contact the Tenancy Deposit Scheme (TDS), who protect your deposit. You will be able to dispute the check out report if you felt it was unfair. Thank you for your feedback and sorry we couldn't help further. Jordan has been notified that you thank him, he appreciates you adding this. Kind regards, Customer Care Team
1/5
GoogleUtterly distress!!! The service was "nice " when the agent wanted you to rent and pay, but it became a nightmare and agony when your tenancy is end. Thornley Groves would try everything, literally everything to take money from our deposit. We rent a property through Thornley Groves, we paid our full rent every month on time but we lived in a house without approved gas certification for over one year and half. The agent and the landlord also concealed the dispute between the neighbor regarding the access to the garden, which led us to a very unpleasant and awkward situation. When we tried to get our deposit back, they could come up with thousands of reasons to delay and to rip you off. A BIG WARN TO EVERYBODY WHO RENT THE PROPERTY FROM THEM!NegativeQuality
Dear Vivian We've investigated the issues you've mentioned here and can confirm we have records of valid gas safety certificates throughout your tenancy. If you would like copies provided as proof then please contact your Property Manager. With regards to issues with neighbours, according to our records we did not have any knowledge of issues with the neighbours regarding access. With regards to the return of your deposit, our Checkout records show the property required cleaning, repairs and removal of rubbish from the garden. If you are in disagreement with this then you are entitled to dispute the proposed deductions from your deposit with the Tenancy Deposit Scheme, and they will make an independent final ruling based on all evidence provided. The undisputed amount of the deposit has already been returned back to you. Kind regards Customer Care Team
5/5
GoogleGreat experiences dealing with Sarah, Debbie and Cath, They're always willing to go the extra mile to make sure everything is as it should be with lettings, always quick to respond to any queries raised and very understanding as to any requests. They are a true asset to the company! I would highly recommend using this agent for any property management needs you may have, we've never been let down and we are constantly kept in-the-loop with progress on an any maintainance/lettings issues that have been raised. Any issues we have had with properties have always been actioned immediately and conveniently for the tenants. They've always vetted quality tenants for me and with zero issues over the years they're alway our go-to agents! Well Done TG - Vimto!!PositiveResponsiveness, Quality, Professionalism, Value
Hi Adam Thanks for rating us 5 stars, we really appreciate it! Great to hear you've always had a great experience with our ladies in the Compliance team, and the rest of our team at Vimto! Kind regards Customer Care Team
4/5
GoogleUpon moving in there were several initial problems that I believe should have been resolved before I had moved in - the balcony door didn’t have a key and the car park fob didn’t work - both quite important. After I had contacted thornley groves they were very quick to resolve the issues , I cannot complain with the way Sheryl has fixed my problems and I do believe if I have future challenges that they will be on hand to offer support.PositiveResponsiveness
Hi Da Shepherd Thanks for the great rating, we really appreciate it. Sorry you had some initials problems in the property but we're glad to hear that Sheryl got them sorted quickly for you. We hope you're now settled and enjoying your new home! Kind regards Customer Care Team
5/5
GoogleThornley Groves has come on leaps and bounds over the last 8 years or so. Once a company I dreaded to hear from as a tenant, quite unprofessional and verging on harassment (at one time up to 4 calls a week for various things) Now, however, their customer service has improved substantially, I now find them one of the best companies to deal with. An amazing turnaround! All the staff I’ve been in contact with have been professional, cordial and polite. Thank you for making what can be quite an anxious process so pleasing and straightforward. Keep up the good work.😊😊😊😍PositiveProfessionalism
Hi Matthew Thanks for the great review, we really appreciate it! It's nice to hear that our improvements are being recognised :) Kind regards Customer Care Team
5/5
GoogleAbdullah was very helpful and responsive to emails , he sorted my issue in no time
Dear Omar, Thank you for taking the time to leave your Property Manager Abdullah a 5 star review, it is great to read he assisted you so quickly. Kind Regards, Customer Care Team
5/5
GoogleGreat experience talking to staff, we will soon be working with them as one of there contractors for end of tenancy cleaning. See you guys soon 😊👌 …
Dear Marvin, We appreciate your 5 star review and look forward to working with you. Kind regards, Customer Care Team
5/5
GoogleI found that there was nothing that was to much trouble. Liegh Johnson was professional and quick to get the job done.PositiveResponsiveness, Professionalism
Dear Samantha Thank you for taking the time to leave your lovely comments for Leigh Johnson, we will make her aware of your 5* review. Kind Regards, Customer Care Team
3/5
GoogleHanna has been great at answering my emails but I would have liked to be advised of repairs to be done before they were done and the cost deducted from the rent paid.
Dear Jeanne Thank you for your review, although we were disappointed to see that it was just a 3 star rating. We have taken note of your comments regarding the lack of communication regarding repairs; it is our normal procedure to inform all landlords of repairs and costs necessary, so it's unclear why this has happened. We will be investigating and look to avoid this happening in the future. Kind regards Customer Care Team
5/5
GoogleWe are very happy to comment in the service of Akeem Ffrench of Thornley Groves. Recently one of our tenants has failed to pay the rent without giving any reason and has been out of reach for some time. Akeem has kindly alerted us in the first place and continue to locate the tenant. The tenant had asked for a rental reduction but failed to give a valid reason. Akeem had handled this situation very well by asking tenant must pay the rent in a timely manner or it will go to debt recovery team. At the same time, Akeem had written to us so that we are well aware of what has been happening. In the end, the tenant had settled the rent. I am writing to note the intelligence and professionalism of Akeem in dealing with challenging issues. It ended well, with no conflicts to any parties. Well done Akeem!
Hi Cecilia Thanks for the 5 star rating, we really appreciate it! Despite having some issues with the tenants paying rent, it's great to hear that Akeem was able to resolve this issue smoothly for you! Kind regards Customer Care Team
5/5
GoogleSo, when we were looking for an apartment to rent, our friends and many other people told us to not rent with Thornley Groves. However, our first ever rented apartment in 2016 was with Thornley Groves an we never had any issues TG. And we again rented with them last year, and they again showed us that they are a great letting agent company. Throughout our tenancy they helped us solve each and every issue we raised with them. Best thing is their online issue reporting system. You have a record of your reports and contact details of the contractors and you can see the continuous progress of your logged issue. I will especially shout out for Simon Nguyen and Shannon Upton. Simon helped us with all the viewing process and getting the perfect date for our move in. And Shannon," one of the best agents we have ever rented with. She was always quick to respond to our emails. She also got us our full deposit back. So I will definitely recommend Thornley Groves to people and friends.
Dear Swapna, Thank you for taking the time to review our business, specifically the work that Shannon and Simon have done for you. Your detailed recollection of the events leading up to your tenancy and the service you received during and after your tenancy demonstrates the fully comprehensive service which we provide. We hope that your comments will help others, like your friends, to change their minds regarding Thornley Groves. Kind regards, Customer Care Team
5/5
GoogleWe’ve been working with Iryna and Valentyna from Thornley Groves for years, and they’re very helpful , and always ready to sort out any questions we have.
Hi Thank you for your 5 star review and noting both Iryna and Valentyna. I am glad to see they were both helpful in offering their services. I will ensure your kind words are passed on. Kind regards, Customer Care Team
5/5
GoogleJade has been absolutely wonderful dealing with the tenants and keeping on top of the outstanding rent that happened due to covid. It has made my life easy and stress free.
Hi Christina Thanks for the great review and rating, we really appreciate it! We're so glad to hear that Jade was able to manage your property and the tenancy so well, especially in these difficult times. Kind regards Customer Care Team
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