Every review we hold for the Manchester office, from every platform, shown as written. First names only.
★★★★★ 1/5
GoogleEDIT: Very bad experience! Apartment condition during move in is bad. Very Dirty, many lights not working, smoke detector not in place, walls with stains. Given the wrong set of keys & fob. AND told we’ve got to sort it out ourselves with a different department in a different office. Didn’t even bother locating the right keys for us.
Andrew · 29 September 2023
Agent replied · 29 October 2023
Dear Andrew,
We appreciate you rating Ashley Lettings Coordinator 5 stars, it is great to hear you had a good customer experience.
Kind regards,
Customer care Team
★★★★★ 5/5
GoogleSiobhan has been great - very professional and helpful service in re-letting our flat.
Much appreciated - thank you
Niall
Niall · 2 January 2023
Agent replied · 29 October 2023
Dear Niall,
Thank you for taking the time to leave Thornley Groves a review, especially noting the great service provided by Siobhan.
We really appreciate your kind words.
Kind regards,
Customer Care Team
★★★★★ 5/5
GoogleSo far, Ashley Smith has been very helpful, and quick to respond!
Jacob · 30 August 2023
Agent replied · 29 October 2023
Dear Jacob,
We thank you for leaving Ashley Lettings Coordinator a 5 star review, it is lovely to read your positive feedback.
Kind regards,
Customer care Team
★★★★★ 5/5
GoogleAshley has been a great help in helping us find our rental property.
Ben · 31 July 2023
Agent replied · 29 October 2023
Dear Ben,
We thank you for taking the time to rate Ashley our Lettings Coordinator 5 star reviews.
Kind regards,
Customer Care Team
★★★★★ 5/5
GoogleEllie Hey was amazing when I had a sudden change of heart and wanted the first place I viewed. Everything was sorted very quickly and professionally. Great service. Thank you.PositiveResponsiveness, Professionalism
Matthew · 22 June 2021
Agent replied · 21 June 2024
Hi Matthew
Thanks for leaving us and Ellie a great 5 star review, we really appreciate it! So pleased she was able to help you find your new home!
Kind regards
Customer Care Team
★★★★★ 5/5
GoogleWe have found an apartment through Thornley Groves and we received very good costumer service.
In the branch Jodie responded very promptly to our questions and facilitated communication between us and the Landlord. We were very pleased that she replied to us by the end of the day as promised. This shows they care about their tenants/future tenants.
I recommend this agency.
Lia · 1 July 2023
Agent replied · 29 October 2023
Dear Lia,
We thank you for leaving Jodie based in our lettings team Southern Gateway branch a 5 star review.
Reviews like yours help others when choosing their agent.
Kind regards,
Customer Care Team
★★★★★ 1/5
GoogleThe worst letting agency I have ever been involved with. It is probably easier to get in touch with the queen that it is to get a response from this company. The one time I did manage to get through to an agent it was with someone who clearly hated their job as she was extremely condescending when I was only calling for some advice. Avoid at all costs.
Kayleigh · 29 October 2022
Agent replied · 29 October 2023
Dear Kayleigh,
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 this was your experience. We take on all feedback so that we can improve our services going forward.
Normally we would investigate any issues that have been mentioned however, we understand that because you left this review some time ago, you may not want to take these matters any further. If that's not the case then please get in touch with us.
Kind regards,
Customer Care Team
★★★★★ 5/5
GoogleGreat experience seeing a house thanks to Ashley Smith!
Aritri · 22 October 2023
Agent replied · 29 October 2023
Dear Aritri,
It is great to read your 5 star review for Ashley our Lettings Coordinator. Your kind words are much appreciated and great to hear!
Kind regards,
Customer Care Team
★★★★★ 5/5
GoogleJodie Finch was very helpful and efficient with getting my premises in order and making the new tenant happy.Thanks
Stephen · 2 January 2023
Agent replied · 29 October 2023
Dear Stephen,
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
★★★★★ 5/5
GoogleJordana at Thornley Groves was lovely, first of all she very kindly squeezed in a property viewing in for us to fit to our schedule. We really appreciated her help in getting our rental property sorted and finalised, chasing the landlord for us and keeping us up to date
Katherine · 10 April 2024
Agent replied · 21 June 2024
Dear Katherine,
It's fantastic to hear that Jordana went above and beyond to accommodate your schedule and assist with your rental property needs. Her dedication to ensuring a smooth process and keeping you informed every step of the way is truly commendable. Thank you for taking the time to share your positive experience, and we're thrilled that Jordana could make your rental journey a seamless one.
Kind regards,
Customer Care Team
★★★★★ 5/5
GoogleI am satisfied with the services provided by Naomi Blake agent, of the White Team, for having quickly replaced the chairs in the living room table because they are in very bad condition. She was helpful and quick with the solution.
Agent Leigh Johnson of the Red team is also always supportive and quick in solving the apartment's problems. She is a loving person and has always solved everything with professionalism and promptness.
I have been in the same Flat for almost 1 year and so far I am very satisfied with my rent by the Thornley Groves real estate.
Marthina · 9 December 2020
Agent replied
Dear Marthina,
Thank you for taking the time to leave Thornley Groves a review, especially noting the great service provided by Naomi and Leigh.
We really appreciate your kind words.
Kind regards,
Customer Care Team
★★★★★ 5/5
GoogleExcellent service from Natasha Conway kept me informed througthout the process and acted proffessional with excellent customer service... would recommend
Pete · 29 October 2022
Agent replied · 29 October 2023
Dear Pete,
I wanted to say thank you for this review. Reviews such as yours will help others in choosing their agent, so it really is appreciated.
Kind regards,
Customer Care Team
★★★★★ 5/5
GoogleHannah Waxman, formerly of PAD Residential (which was recently acquired by TG) has been absolutely amazing and kept our flat sale on track. Without her regular communications between us and the buyer to keep things ticking along during what has been a protracted sale, I truly think it may not have completed without Hannah.
I very much hope that TG learn from Hannah and Pad's approach to customer service and going to the lengths needed to see a sale through.
Jan · 1 December 2020
Agent replied
Dear Jan,
Thank you for taking the time to leave a five star review, mentioning the excellent service you have received from Hannah our Manchester based Sales Consultant. Indeed she brings a wealth of knowledge to our team which we will be taking full advantage of, while making sure she also develops within our growing business.
She will be delighted that you took the time to acknowledge her service.
Kind regards,
Customer Care Team
★★★★★ 1/5
GoogleCustomer service is non-existent. You can call the lettings team all day and no one will answer the phone and the mailbox is full. Countless emails to multiple email addresses all ignored. Impossible to book viewings for apartments, even viewing requests on the website get ignored. Not sure what the letting staff are actually paid to do.
Ali · 29 September 2023
Agent replied · 29 October 2023
Dear Ali,
We are sorry to read your comments, please e mail complaints@thornleygroves.co.uk to allow us to assist you.
Kind regards,
Customer Care Team
★★★★★ 5/5
GoogleI’ve been dealing with Ashley for a week or two now and he’s always been very prompt and helpful with his responses (even when I’ve been a bit abrupt due to the stresses of trying to find a place to live). He’s helped put offers in on properties and hopefully we’ll have a home sorted soon! 🤞 …
Jean-Mark · 30 August 2023
Agent replied · 29 October 2023
Dear Jean - Mark,
We thank you for leaving Ashley Lettings Coordinator a 5 star review, it is lovely to read your positive feedback.
Kind regards,
Customer care Team
★★★★★ 1/5
GoogleAVOID AT ALL COSTS!! Signed a tenancy agreement on a property that needed to be freshned up, after may convesations with thornley groves gauranteeing it would be ready in time, i handed my notice in on current property,reference checks completed, tenancy signed everything was fine i asked to view propert 2 days b4 i got the keys and b4 i processed deposit on link they sent me to pay, to make sure it had been completed first of all they couldnt find the keys,Then later that evening i was told we werent able to move in at all,as landlord couldnt meet his contractual obligation 2 days befor i was due to pick up the keys, They are legally allowed to do this bye the way,however they are morally corrupt, were now trying to find accomadation for ourselves and 3 month old daughter as were gonna be homless in 2 days time thanks to this estate agent guaranteeing a property would be ready the withdrawing it from the market at the last minute the only offer of help we got was a list of propertys £250 per month more than we were orginally gonna pay well put of our budget and returning our holding deposit.They did all of this to us knowing our circumstances and that i had a small child,With a smile on their face and a sorry for the inconvenience, I'd save yourselfs the head ach and look elsewhere.
**********************************************
In responce to your comment, Maybe the cow boys you call letting agents should do some due diligence befor gauranteing work was done and actally check the property in person, If i'd not been so pushey and took their word for it, I probably would have been waiting for the keys on the friday and they wouldnt have even realise, the landlord had taken them away from you, If you do investigate i'd start with the email were i ask see if its safe to hand notice in because i didnt want to end up homeless!!!! Sent to andy and gabrielle and was reassured it would be fine,I had to ask for a list of prpertys and later found you were in fact advertiseing one in our price range that wasn't sent to me, I have found another propert thankyou the estate agents next door are extreamly helpful,professional and thourough, if your a potential customer take them few extra steps and go to ryder dutton, its a much better service.
Stephanie · 29 October 2020
Agent replied · 29 October 2023
Dear Stephanie,
We are sorry to hear that your experience of Thornley Groves wasn't a positive one.
We have not specifically investigated your claims above in detail, however at first glance it seems to be, although very inconvenient and aggravating for both parties, that if the Landlords contractual obligations were not met, then it was right not to let you move in. What if we had let you move into a property that was not appropriate for your needs? We refunded your holding deposit accordingly and tried to find you an alternative property, albeit we were unsuccessful.
It is unfortunate this all happened 2 days before you had to move out your own property, giving you little time to sort things out. We are sorry this occurred.
We hope you did end up finding an alternative and wish you all the best for the future.
Kind Regards,
Customer Care Team
★★★★★ 1/5
GoogleI don't think it is worth 1 star. Enquired about the property that they didn't respond for 3 days. During conversation when I told that I found somewhere else the lady disconnected. Absolute joke of the business. Whoever is the owner of that Company needs seriously have a word with their employees about customer service. The job market is full of people, why you are employing rude and unprofessional people?
Anna · 2 October 2017
★★★★★ 5/5
Googlethe best agency I’ve experienced so far, great service and very responsive. Massive thanks to Cameron dearsley for being very helpful and professional throughout the process.PositiveResponsiveness, Quality, Professionalism
Amin · 24 August 2021
Agent replied
Hi Amin
Thanks for the great rating, we really appreciate it! We really hope you're enjoying your new home!
Kind regards
Customer Care Team
★★★★★ 1/5
GoogleTerrible service and unhelpful staff. My 6-month tenancy was made extremely difficult, and the agents only want to rip you off one way or another . It was the worst experience I've ever had. I would not recommend them at all.
Lipika · 9 August 2024
Agent replied · 23 August 2024
Dear Lipika,
We are sorry to read your feedback. We strive to provide our clients with a positive customer service experience.
We would be happy to discuss further, should you wish to email complaints@thornleygroves.co.uk.
Kind regards,
Customer Care Team
★★★★★ 5/5
GoogleJodie and Eve were both amazing and super reliable with helping me and my friends acquiring our tenancy!
Alexander · 3 December 2022
Agent replied · 29 October 2023
Dear Alexander,
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!
We appreciate when our clients give complimentary reviews, as it helps others in choosing their agent.
Kind regards,
Customer Care Team
★★★★★ 1/5
GoogleThey really doing a great job for helping tenant finding suitable property. However, they'll do the best to charge you deep cleaning fees when you left. Especially when checked out of the property, the property is not clean at the professional level during check in but charge tenant £174 cleaning fees for a 1 bed apartment when check out. Even though everything was clean and meet the check in condition.NegativeProfessionalism
Xaviour · 22 June 2022
Agent replied · 21 June 2024
Dear Xaviour
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.
To investigate, we will require further information regarding your tenancy and the issues you've experienced. To proceed, you can contact your Property Manager or send an email to us at complaints@thornleygroves.co.uk.
Kind regards
Customer Care Team
★★★★★ 5/5
GoogleI want to express my sincere appreciation for Ashley Smith 's exceptional performance at Thornley Groves Southern Gateway. Ashley has demonstrated remarkable professionalism by promptly and courteously addressing our inquiries. Her efficiency and politeness made it possible for us to complete our rental agreement within just three days. Outstanding job, keep up the great work, Ashley!
S · 29 September 2023
Agent replied · 29 October 2023
Dear Customer,
Thank you for rating our Lettings Coordinator Ashley 5 stars. It is great to read your positive feedback.
Kind regards,
Customer Care Team
★★★★★ 5/5
GoogleSiobhan was really efficient, she responded really quickly via emails and was a great help. Thank you.
Amy · 2 January 2023
Agent replied · 29 October 2023
Dear Amy,
Thank you for taking the time to leave Thornley Groves a review, especially noting the great service provided by Siobhan.
We really appreciate your kind words.
Kind regards,
Customer Care Team
★★★★★ 5/5
GoogleIt’s a difficult time to find a suitable place to live in Manchester at the moment. I’m really grateful for the responsiveness of Thornley Groves agents who were still keeping me updated for available flats in the market that fit my preference. Hope I can secure a flat soon with their help. Cheers
Gretchen · 1 December 2023
Agent replied · 31 December 2023
Dear Gretchen,
We thank you for taking the time to leave us a 5 star review and are confident we can find you the perfect property soon!
Kind regards,
Customer Care Team
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
