Thornley Groves Manchester reviews

★★★★★ 1/5

Google

Easily the worst agency for a tenant, please stay away at all costs. Really shocked by the way my lettings is being handled. Sequence of events below, 1. I signed agreement to rent a property on 10th May 2022. Based on this date I gave notice to my current landlord and all my utilities arrangements made. 2. After a week Thornley groves came back to me saying that they have to start my tenancy on 6th May 2022 and made me sign a new agreement.( Really not sure the meaning of an agreement if it can be changed often) 3. I have been asking the inventory list of the property for a while for which I don't get any response. 4. After getting frustrated I ask only one thing if the property has a microwave oven or not. I have been informed that the property has microwave. 5. Agent confirmed that I pay rent from may 6 to may 31 only since am moving in only on 6th May. 6. Another agent asks me a full month rent for May and said we will workout things when I get the keys for the apartment. 7. No solution on the day of key collection regarding balance rent. 8. After I move in I have been asked again to sign a new agreement, third agreement till date. 9. I asked for one thing from the inventory about the microwave oven, guess what , it's not available in the property. 10. I have been promised a refund of my rent, don't believe that is happening any sooner. I wonder if some 5 star rating given for this agency is manipulated.

Raghavendran · 29 October 2022

★★★★★ 1/5

Google

Please don't use this agent if you are in a hurry to find a place to live. I had spent 2 weeks trying to call this agency before I visited the office in person - which was a shame because I was an existing Thornley Groves tennant at the time. I was initially looking for an extension to my tenancy as nobody had contacted me in regards to moving out - the date for which was less than a month away at this stage. I tried to leave a message too, however I have never ever called Thornley Groves and not been met by an answering machine and a full mailbox. Useful, right? When I visited the office in Deansgate somebody was kind enough to actually listen to what I was looking for and immediately put together a list of eligible lettings for me. I selected the ones I liked and requested viewings the same day. A week later, following numerous calls and emails, no viewing options were sent through. In fact, a final (somewhat sarcastic) email to the agent finally prompted a call, by which point I had been forced to go via another agency due to my rapidly approaching move-out date. U I'm not going to name names because the impression I got from the lettings agents was that many of them are early-career starts and perhaps they've not had the support from their management to be nurtured into mature lettings agents with good day-to-day practices. But I can't idly say nothing whilst my many attempts at contact are ignored - especially when I have specifically stated that I would commit to the flat on the day of viewing provided that everything was in order (deposit, fees and all). Customers like this could be regarded as a slam-dunk, an easy sale. But it seems like Thornley Groves just don't want your money, and they clearly don't care about your moving situation. The lettings agent whom took my request did refer me to a new agent. This new agent then explained that they had been away for the duration of my attempts to book a viewing. I appreciate that people go on holiday but still cannot understand why I would be referred to somebody away on annual leave when I specifically requested urgent help and detailed a short time frame. I can only assume they either put 0 effort into their lettings business or have a totally undermotivated staff. Either way, I'm genuinely gutted that an existing customer be treated so poorly. And had my alternative lettings agency not been so diligent to make up for the delays caused by Thornley Groves, there's a good chance I'd either be on the street, or in a different city with family (the only option available to me that would keep me off the street). In Summary, you can do better than this Thornley Groves! I

Sam · 29 October 2022

★★★★★ 1/5

Google

Badly organised and unreliable. We had booked to see two properties. The first one did not go ahead as planned due to the tenant changing the locks. We were told we would be contacted about another viewing and nobody contacted us. The second property we booked to see with Thornley was confirmed over the phone. We turned up to the property only to find out that the viewing time had changed to an hour prior. This had not been communicated to us and it was a waste of time.

Bobbie-Ann · 29 October 2022

★★★★★ 1/5

Google

Absolutely ridiculous! Their phone can never reach to anyone. Their voicemail is full all the time. I have to go to their branch to make an viewing appointment. But then they no show!!!!!!!! One time was last minute cancellation… I wonder if they really have those properties on hand… LANDLORD please be careful when you appoint them as your letting agent!!! Don’t be surprised if you property can’t be let for long time! Because no one can ever do the viewing

Ginny · 29 October 2022

★★★★★ 1/5

Google

My partner and I have been trying to find a new flat urgently due to being given a section 21 notice and being forced to move out with 2 months to do it in. When trying to find a new property over half of the ones we were interested in were let out buy thornley groves, meaning we would need to contact them to let them. Trying to get a hold of this estate agents is the most painful experience I have ever had to go through. I called multiple times over the past month and only managed to get an answer from what I assumed was the maintenance team who also said they cant get in touch with the lettings team by phone. They suggested I go into the estate agents office to talk about properties but I work a 9 to 6 job and this estate agents closes before I even finish work most days. It is impossible to get hold of them in any way shape or form. I have now got an email sitting in my inbox stating I will be contacted about a viewing for one of the properties i was interested in. How ironic that I already found a flat separately before I could even get an answer out of these guys. I understand that student season is hectic but you should always have someone available to answer phones to prospective tenants and customers or you will never be able to let out properties. Do not recommend.

PatateMcMenu · 29 October 2022

★★★★★ 1/5

Google

Impossible to get into contact with anyone from this agency. They don’t answer the phone, multiple emails, and if you try to go in person they won’t let you in - appointment only. Try to book an appointment and once again I’m ignored. It wouldn’t be so bad but to add insult to injury they send you multiple emails every day with new properties, and when you enquire about the properties you are once again ignored. Dealt with multiple estate agents in Manchester and this is the worst customer experience by far.

Dom · 29 October 2022

★★★★★ 2/5

Google

Throughout most of the tenancy they were a decent estate agent. They responded fairly quickly to maintenance requests and largely left us alone. They were sometimes poor at responding to emails. The real issues started when we moved out. They heavily sided with the landlord who was trying to charge us extortionate and shady amounts in deposit deductions and threw all sorts of unsubstantiated claims at us in order to pressure us to pay up which they then dropped immediately as there was 0 evidence for them. They tried to withhold our ammended check in report from us that we were trying to use as evidence to claim back our money. We only got it back after asking them numerous times over a course of a few weeks. We went through the TDS in the end and won most of our money back. I know this seems like largely an issue with the landlord and not the agency, but the way they conducted themselves and tried to pressure us throughout the process would make me never want to rent through them again. If you rent with them be super thorough with check in reports and keep evidence of any and all communications regarding the property and maintenance.

Tomos · 29 October 2022

★★★★★ 1/5

Google

Think this estate agent may be shutting down? Called 5 times over the past day to attempt to arrange a viewing for a newly listed property/ put down an offer and went to voicemail every time - except the mailbox is full! Had multiple friends try thinking it was an issue on my end to no avail. No response via email either. If it's this difficult to contact the lettings team, I can only imagine how impossible it would be to have them manage a property you live in. Landlords beware, choose this estate agent and you will be losing lots of potential tenants without even knowing!

Chris · 29 October 2022

★★★★★ 1/5

Google

The worst agents I’ve ever encountered. Me and my partner are trying to rent a flat. Admittedly it’s a rental crisis however we are at a loss with this agency. We initially tried to book viewings (gave up because they were going so fast). Then we applied for properties with out viewing however never got any form of response (not even a rejection). My partner has tried ringing them and they just hung up on us lying saying we got the wrong line, when we knew for a fact it was the right one. He also attempted to attend the agents and they turned him away. In a time where we are desperate for anywhere to live Thornley groves has been unprofessional and have a total ‘couldn’t give a toss’ attitude. I have never encountered such an inept agency.

Lydia · 29 October 2022

★★★★★ 1/5

Google

BEWARE LANDLORDS. At first we saw a unit @ The Edge that was on the market for weeks and reduced from £975 to £925 so we tried calling for viewing but nobody ever answers, always to mailbox which is full so u can’t even leave a voicemail. Then we attended the agency and made a booking then and there with Alana Clark. She made the booking for Saturday - on the day it was cancelled an hour before scheduled and we were informed with an incomplete text message. Called and no answer so we had to walk to agency to reschedule to today. Today we waited outside the building and waited 30 mins. Nobody from the agency showed up or called. We tried calling and texting with no reply. We’re immensely disappointed and we hope that no landlord would rent through Thornley Groves again because no one is there to pick up calls, your rent out price reduces after weeks because of this, no one will show up for viewings, no one will respond after offers is made as other people have pointed out in their reviews. The whole process is ridiculous. Utterly gutted by the how low standards are!

Ka · 29 October 2022

★★★★★ 1/5

Google

Called multiples time to Whitworth St W office, but no answer, it was weekdays, then I went to office, I saw 2 staff working in the office. So? Then I made a viewing appointment with 1 of them and confirmed time and date and address, but she didn't come to the appointment, and no call no email, and I rang the office right away at least 10 times but no answer. I was thinking, if I rent this property from this estate agent what if there is something need to be fixed then I will get the same treat back?! So, no. I will avoid this branch especially that lady who booked me in. I think your branch need to hire some other staff who know what customer service is.

N · 29 October 2022

★★★★★ 1/5

Google

**TAKE PICTURES OF EVERYTHING WHEN YOU MOVE IN** I can't advise against this estate agents enough. Throughout our year with Thornley Groves, getting anything done was like pulling teeth. The apartment was falling apart, and whenever we requested repairs, we were always told we would need to foot the cost because it was damage we had created (not sure how a poorly fitted door handle snapping off the door could be seen as anything other than poor building management). Additionally, we had to dispute the return of our deposit through TDS as Thornley Groves attempted to charge us for an end of tenancy clean, despite providing no evidence that the flat was not left in the same state as when we moved in (which was covered in paint dust and the utility room was full of rubbish). If you have to rent with them, make sure you read your contract carefully and know your rights as a tenant.

Helena · 29 October 2022

★★★★★ 1/5

Google

We have relied on this agency in the hope of being able to find safe accommodation quickly. After the first visit to the agency to get an appointment to see the accommodation it was necessary to go in person because no one replied to the emails. Once we saw the apartment and signed the offer, no one showed up, not even in the agency although we went there for a series of consecutive days without receiving any useful information. We lost a week without solving anything and in the end we gave up without receiving any info. It is not a professional way of dealing with customers.

Barbara · 29 October 2022

★★★★★ 2/5

Google

Really upsetting experience so far. This is my first time moving to the city and living on my own which should be an exciting experience but sadly it's turned out to be a much more stressful one than anticipated. 1. I originally applied for this flat and my offer was accepted by the landlord however I was then informed after almost signing the tenancy agreement that the previous tenant wanted to then stay after them listing the flat and accepting my offer. I heard nothing for a few weeks but was contacted again asking if I was still interested in the flat, so knowing how hard it's been trying to find an affordable flat in Manchester I accepted the offer. I assumed because there had been a few weeks of waiting for the previous tenant to leave the move in date may have been delayed however, I was then rang and asked to move in on the same date so I had a roughly a week to sort out all of my relevant documents and pay my first bit of rent. I understand this may not have been the agent's fault but I feel as though communication could of been better. 2. Collecting the keys was a nice and easy process and the staff in the office were nice however, The keys I was given had an expired fob so when arriving at the property I was unable to actually enter and see my flat, I had to sneak in when someone else left. I rang one of the team members and they informed me that the fob should be working as it's been tested before and that I should ring the person who is now responsible for my tenancy instead. I had to make a few calls and trips back and forth to the city living office to then find out that the fob had not in fact been tested as I'd been told and the previous tenant had left with the old fob. At first the estate agent over the phone suggested I paid for one myself and be reimbursed by the landlord however, they then (in their defence) ordered me a new one but it's been almost a week now and I still haven't received my new one and am supposed to be moving in in 2 days. (maybe not the fault of the estate agents exactly but still it's very stressful) 3. The flat was advertised as furnished however when I actually got to view the flat none of the furniture that was shown in the Rightmove images were actually in the flat. The wardrobes were in decent condition however there is still an old mattress with signs of use, bedside drawers with hairs and other signs of use/uncleanliness, the bathroom still had hairs all over it (and the carpets) and the bathroom plug is rusted, as for the couch it has scratch marks on it. I just don't think it's been cleaned prior to moving in. I asked if the furniture could be removed but I was informed that because I signed for a furnished flat I will now have to I believe pay for a storage unit for the old, dirty furniture? I can understand if it's the landlord's personal furniture but I'm still a little disheartened that the furniture I received with the flat was old and dirty. I'm also moving in about 2 weeks after I signed my tenancy agreement and paid my rent so there could have been time to organise cleaning. Surely there is an on sight cleaner or someone they assign to clean apartments after tenancies? At least that was the case with my previous tenancy. I imagine there is a lot of stress that comes with running an agency in a city so I understand if responses are kind of slow and mistakes are made but my whole moving experience which should of been fun and exciting has just become stressful and makes me worry for the next 12 months of my tenancy. Hopefully things will improve!

Charlotte · 29 October 2022

★★★★★ 1/5

Google

My partner had to go to Manchester and visit them physically to get any kind of contact with them. After that he got a viewing which he went on and immediately asked for a chance tp place an offer. He was throughout the day told multiple times that he would get it soon or that day, then they told him he would get it the next day. The morning after (also day of writing) the appartment had "LET AGREED" on the website even though they promised we would get to place an offer. Go to someone else, those will just waste your time!

Filippa · 25 October 2022

★★★★★ 1/5

Google

Absolutely useless, didn’t fix our dishwasher the whole tenancy after many requests. Also didn’t fix a window that didn’t seal properly again for the whole tenancy. Then after the tenancy had ended they charged us £835 in damages, 400 of that being blu tack marks on the wall, do not use these people!

Zak · 16 August 2024

★★★★★ 5/5

Google

We have just acquired an amazing flat with the help of Thornley Groves, in particular with Jordana's aid. She was expedient with every interaction and was always on our side from the first moment. Jordana showed genuine care with every call and email and is the reason we are where we are now. Thank you so much

James · 7 June 2024

★★★★★ 5/5

Google

Absolutely 5 Star service from Thornley Groves. Truly professional and cover everything. Love my new flat Special thanks to Gabrielle and Claire who were both amazing throughout

David · 2 April 2023

★★★★★ 1/5

Google

Appalling customer services. Moved out over 3 weeks ago, called and emailed multiple time. They only ever answer 1 in 10 calls, asked for an update on my deposit and have been told each time that I will receive an email that day, yet I've received nothing. Not heard a word since I moved out. They only care for your money and are incredibly hard to get hold of.

Edward · 14 September 2023

★★★★★ 1/5

Google

Have tried for over a week to book a viewing and take a property in the city - not once response! Had to lie to be put between departments just to be told no ones seen any of my emails or calls - and the property is now gone! Disgusting behaviour from a city centre estate agents! Will not be using them in the future - regardless of staffing issues, get your job done and don't mess people around

Farah · 29 October 2022

★★★★★ 1/5

Google

I'm very disappointed with their disrespectful attitude. They don't take responsibility for responding to emails. When we call the number they provided, they mention that due to a high volume of inquiries, they cannot answer calls, and advise us to send an email instead. However, even after emailing, there's no response. It's shameful that a reputed agency doesn't have enough staff to handle this. Such behavior is highly irresponsible.

Smrithi · 29 August 2023

★★★★★ 4/5

Google

Everything has been so far so good. My agency branch is Thornley Groves Southern Gateway, Whitworth Street West, Manchester, and my property manager is Aimee Hobson. For now, I haven't had too many problems, and when I needed assistance, Aimee was happy to help. She is quite quick in replying queries, and that is great. One issue is that the maintenance company is not quick in solving issues. For example, I had a problem with one of the taps of my shower, and although the agency (Aimee) responded quickly, the reparations took place several weeks after, which was not nice. Anyway, as for now, everything has been good. Cheers!

Maximiliano · 2 October 2018

★★★★★ 5/5

Google

Ashley was quick to respond to my emails and the process of applying for a flat was very simple!

Katy · 15 October 2023

★★★★★ 5/5

Google

Samuel Haynes manages my property account and I only have good things to say about him- he replies in a timely matter, and always puts the time and effort into anything I need as a landlord, or anything the property needs. He is also kind and polite!

Jenna · 13 November 2025