Trusted Agent profile · Manchester
★★★★★
768 reviews across 1 platform
25 Whitworth Street West, Manchester, M1 5ND
Thornley Groves's office in Manchester, at 25 Whitworth Street West, is rated 3.0 out of 5 across 768 reviews on 1 platform, including 768 Google reviews rated 3.0.
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Every review we hold for the Manchester office, from every platform, shown as written. First names only.
5/5
GoogleJustin was very helpful and friendly. He replied my message even it is not in the office hour. He was very professional throughout the renting process.PositiveResponsiveness, Professionalism
Hi Pang Thanks for leaving us a great review, we really appreciate it! Kind regards Customer Care Team
1/5
GoogleGiven up trying to contact this branch! The switchboard is nightmare and when you do finally get through you have to leave a message rather than actually speak to anyone. When you try to leave a message, you can't because it's full! Finally left a message about buying a property and no one calls you back. Utterly ridiculous. Can't believe a business can function like this.
Dear Kate, 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. We're sorry that you feel your experience was only worth 1 star. We take on all feedback so that we can improve our services going forward so please get in touch if you would like to leave further feedback. However, we understand that because you left this review some time ago, you may not want to take this any further. If that's not the case then please get in touch with us. Kind regards, Customer Care Team
5/5
GoogleSiobhan was fantastic, quick clear and concise emails that bagged us the property we wanted. Would recommend!
Dear Ben, We wanted to thank you for your review, mentioning the excellent service you have received from Siobhan, in the Southern Gateway Office recently. It was very kind of you to take the time to post this review. Reviews such as yours will help others in choosing their agent, so it really is appreciated. Kind regards, Customer Care Team
1/5
GoogleWhen I moved in to the flat it wasn’t particularly clean. We spent 4 days cleaning before we moved out and they charged us £270 for a ‘professional clean.’ To add insult to injury, I made enquiries about this cost before paying which lead absolutely nowhere as they didn’t respond. They did not answer the phone for the week they gave me to pay the cleaning charge. To summarise, renting with Thornley Groves is a massive headache.
Dear Joe I'm sorry to hear that you feel this way about the service you have received. Thank you for the feedback and we will look to improve our services going forward. To investigate further we would need more information regarding your tenancy. If you'd like to take the matter further then please contact your Property Manager or send an email to complaints@thornleygroves.co.uk. Kind Regards Customer Care Team
5/5
GoogleDealt with Ash and he was extremely helpful.
Dear Edward, We appreciate you rating Ash, our Lettings Coordinator 5 stars, thank you. Kind regards, Customer Care Team
1/5
GoogleAbsolutely disgusting. Put a reservation fee down, wasn't told it was non refundable at any point of the process. When the referencing fell through (for reasons I stated before I applied and was told the landlord agreed, which probably wasn't the case they just wanted my 250 quid) I wasn't due a refund. Oh and by the way I wasn't told the landlord had said no until my move in date even after I repeatdly emailed for an update for 2 weeks and called but it seems noone is ever in the office. I have never wrote a Google review before but this experience with thornley groves was so bad. Not surprised at all they have 1.7 stars. Shocking
Dear Ryan, I am sorry to hear that you did not enjoy your experience of Thornley Groves. I have passed your comments onto our teams so that they can learn from your feedback. Kind regards, Customer Care Team
1/5
GoogleThe window in our house has been permanently stuck open since the day we moved in. I reported this immediately, as this meant the house is always freezing cold and it's rained into our living room several times now, not to mention it being unsafe for us. A contractor contacted me a week later to arrange repairs. On the day they were meant to show up, no one came. I've been trying to call and email the property manager for our house for 3 days now to find out what is going on and have heard nothing back. Not even an email to apologise for the situation. I finally managed to get a reply from the contractor, who said that they didn't come because the landlord hasn't confirmed the quote they sent to Thornley Groves because he is abroad. It would have been nice to hear this from Thornley Groves, or have any kind of communication at all. This blatant disregard for their customers is honestly astonishing. Not to sound dramatic, but we are freezing and at risk of break-ins, and NOTHING is being done. This issue was not even noted in the inventory, even though the window was open when we moved in. Avoid this letting agency if you can. They will play nice until you move in and then ignore you as soon as everything is signed.
Dear Gethin, We are sorry to hear that you are experiencing an ongoing maintenance issue that is causing you aggravation. I will be forwarding your review to our Customer Care Manager, Anita Goater, who will hopefully be able to get down to the bottom of what has happened and why no response has been given. I trust that, by doing this, your maintenance issue will be dealt with promptly. Therefore, in the meantime we apologise for the delay and will update you accordingly. Kind regards, Customer Care Team
5/5
GoogleThanks To Sophie at Thorne's Groves Estates for helping me throughout my moving process your the best!PositiveResponsiveness, Quality, Professionalism, Value
Good Morning Thank you for taking the time to leave Thornley Groves a review. We really appreciate your kind words. Kind regards, Customer Care Team
1/5
GoogleAbsolutely trash letting agents. Tried to change the move in date by three days for no reason, then back tracked once I pointed out the original date in the contract. None of the work they promised would be carried out before we moved in had been done, despite it being in the contract. Maintenance complaints have been not dealt with for months. Contractors just keep coming round to 'look' at the problem, but never fix it. They never pick up their phone. It's annoying how many great Manchester properties they manage, because the organisation is entirely disfunctional.
Dear Rachel, I am sorry to hear that your experience of Thornley Groves has not been a positive one. There is a lot here which I believe would benefit from a more specific investigation and so I would encourage you to email complaints@thornleygroves.co.uk in order to get the answers to your grievances. We appreciate the time you have taken to review us and hope that our Customer Relations Team can help iron out the issues you have experienced. Kind Regards, Customer Care Team
1/5
GoogleUp until vacation I had really enjoyed… Up until vacation I had really enjoyed the process of renting via Thornley Groves. However, after vacating they did an apartment check and sent over ther report to say the apartment needed a "light clean" (please note it was a small one bed apartment). They provided photo evidence which after checking I mostly concurred with apart from items had had detailed via photo evidence on the move in. I had requested a quote for this light clean ahead of the action taking place. The answer to this was we have instructed the cleaners already and will let you know the cost afterwards. Highly irregular. After a number of times chasing I finally get a bill for £234.00 for a light clean. To then be told it need more done on the day. Ok so I employ a cleaner at another property and pay £10 per hour however I know an expensive service will raise to £25. Even on this basis for a professional cleaning service you would not expect over £50 maybe at a push £75 for a clean of a one bed apartment. Light or deep. I might add that post this I was as informed that even though a cleaner was instructed so a quote could not be supplied that I had the option to employ my own cleaner for the apartment. I feel foul play afoot her which the exit process and it looks like it will be having to dispute the case via the TDS. I had give these people a good rating previously. However, with this could taste of the exit process I am providing a much lower score.
Dear Carl, Thank you for your review and we note everything you have fed back to us. There are a few things that I feel must inform you about in regards to cleans and the process of your move out. We often only have a few days to prepare a property before the new tenants move in. Hence why we do not wait for a tenant to approve a cleaning quote but instead instruct the clean to go ahead if necessary. If we did not do this then the next tenants would move into a property that might not be up to scratch and complain. If we waited then the Landlord would miss out on rental income and might experience a financial loss due to a delay. In regards to the cost of the clean, I am sorry that you feel it is too high. The contractor we use is a third party contractor. They go to the property and clean and then give us an invoice of how much it cost. The price of such a clean really depends on the amount of work needed. I have not looked into your property specifically however in general costs are incurred if extra jobs need to be done on top of the general clean, jobs like: Light bulb changes or batteries in a smoke alarm Removal of large and small items/furniture left behind Removal of rubbish (usually charged per bag) Further to the above, cleaners also charge a premium for cleaning city centre properties. As explained I don't know what property you lived in so I can't specifically say if this was the case for you, but a cleaner will usually require to park in the city centre in order to get to those properties which will lead to extra parking costs. Not to mention fuel for the van, and also the wages of cleaners which will be higher in the city centre than in the countryside. This all gets reflected in the cost of a clean. I hope that I have been able to explain a little bit about how the costs are made up and maybe why it was a bit higher than expected. You are however very much within your rights to go to the TDS if you still feel that the amount is too much. I want to thank you for your comments and feedback, as always we do consider our customer opinion and always try to work towards improving our services. Kind Regards, Customer Care Team
1/5
GoogleAvoid! more than a month after vacating the property still didnt have my deposit back, they dont reply to emails or reply once a month and I know for a fact the property I left is already rented again, absolutely disgraceful company! Edit: Email? Again? Think i didnt try that? Why dont you tell your agents to actually respond to their emails?
Dear Bruno, 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. If you would like to discuss your experience further, please do email us with more information about your property, at complaints@thornleygroves.co.uk. Kind regards, Customer Care Team
1/5
GoogleWorst agency ever! We had Holly Jackson as our property manager and she never ever picked up calls or messages. We had many issues at the flat, some resolved in decent time, some absolutely absurd. Our intercom didn’t work and we let them know repeatedly, yet they didn’t fix it for the whole year. When our washing machine broke it took them 2 weeks to get a new one! When we left the property (much cleaner than we actually found it) it took Holly a whole month to get our deposit back to us, when they are supposed to send it within 10 days. We called her everyday and she said she’s trying to reach the landlord in order to confirm, however, after a month we got fed up and called the manager letting them know we were going to open a dispute. The manager immediately called the landlord and they sent us the money within a few days, so our property manager was most likely doing nothing. They don’t hesitate to charge extra for anything (references, renewal, etc) absolutely do not recommend! Find someone else who actually cares about their tenants!
Dear T V, We are sorry to hear that you were unhappy with the service you received from Holly, your Property Manager. We take these matters seriously so we appreciate your feedback as it will allow us to tackle the situation head on and improve our service overall. Thank you for taking the time to review us. Kind Regards, Customer Care Team
1/5
GoogleAVOID AT ALL COSTS !! Leasing with them would be the worst mistake you make. They took average of 2 weeks to sort out urgent repairs during the tenancy; worst was when I moved out .. they arrange property survey by their own employees (instead of arranging an independent survey team) to assess damages to the property. He clicked pics of some 7 grains of rice on the floor from different angles, plus labeled all the pre-existing damages like grazed door handle etc which were there before I moved in as damages that I caused and took away nearly 30-35% of my deposit.
Dear Ayush, We are sorry to hear that you were unhappy with the service we provided. We do have procedures in relation to those that wish to dispute the deposit deductions suggested. My advice would always be to make sure you have voiced your opinion to your Property Manager and give evidence of your arguments. The Property Manager will then work hard to communicate your concerns with the Landlord. At this point the Landlord might agree to negotiate with you. If not and you are still unhappy you are always in a position to dispute the costs with TDS. Thank you for your feedback. Kind Regards, Customer Care Team
5/5
GoogleI used Thornley Groves for my recent sale of a buy to let apartment, it was sale only and they were not the letting agent. I can honestly say the service I received from Chris and Natasha from start to finish was excellent. Their professional approach and in particular prompt dealing with any questions was superb, I always felt they were keeping me informed, which is really what you need. Highly recommend.PositiveResponsiveness, Quality, Professionalism
Hi Trish Thanks for the great 5 star review, we really appreciate it! We look forward to assisting you with any other property sales in the future! Kind regards Customer Care Team
1/5
GoogleHorrible agency. First they moved my move in date by 3 days even after the contract was signed and I was waiting outside their office for my keys. Then they took over 6 months to carry out simple repairs that were reported on day 1. The minimum time for an email reply is 1/2 week and they keep you waiting for your deposit for ages. Don't rent through them. Even my landlord was fed up with the agency and we both talked directly regarding repairs and stuff.
Dear Advik, We are sorry to hear that your experience with Thornley Groves was not a positive one. We can only imagine, without going into detail about what happened at the start of your tenancy, that exceptional circumstances must have occurred for us to amend your move in date. This is certainly not a regular occurrence and we apologise for any inconvenience caused to you. In light of your other complaints, again without investigating further we will not be able to comment on the specific reasons why there was a delay in the deposit being returned or the repairs being made. We can however use your feedback to improve our services, and therefore we will be looking into it further and changing our processes to reduce the times in which repairs are made and deposits are returned. Thank you for your feedback. Kind Regards, Customer Care Team
1/5
GoogleTerrible service. During tenancy, they hardly replied to our emails. After tenancy, they forced us to pay for "cleaning" fees for flat, sofa, bathroom as well as service charge because they had to charge us for cleaning. We lived at the flat for 2 years, during 2 years of tenancy there will be definitely be daily wear and tears, they also noted furniture impression on carpets as well as burnt marks from previous tenancies against us. We were shown an online photo pack of previous damages and marks in flat to sign to prove they weren't made by us but they are apparently invalid now that we are leaving. They photocopied our keys during hand-in as proof, then lost the key and photocopy and tried to charge that against us as well. We are now being charge a large sum for "cleaning" which may be used for others or may even for their own pockets as we weren't given any receipts or invoices to prove that they have done the services they say they have to do.
Dear Shini, We are sorry to hear that you have reviewed us badly. I can assure you we take all reviews, specifically the poorly rated ones, seriously and always investigate the matter. Our advise would be to contact your Property Manager with your arguments regarding the clean, which he/she can then communicate to your Landlord. There might be room for an agreement, however if not, then you always have the option to dispute your deposit with the TDS. Thank you for taking the time to write us a review, we will use it to improve our services overall. Kind Regards, Customer Care Team
1/5
GoogleAVOID AT ALL COSTS. Absolutely the worst letting agents I have ever dealt with. I rented a property from them in Central Manchester for 12 months and it was just one screw up after another. The flat was dirty when I moved in and they shirked responsibility, then had the gall to charge me for cleaning after moving out despite my having already paid for their recommended cleaning service. I had maintenance issues with the boiler and the oven which both took over two weeks to be sorted out, seems they just couldn't care less about sending maintenance workers out. I can't stress it enough, there are a lot of bad letting agents around Manchester and I've dealt with several of them, but this lot take the biscuit.
Dear Kassa, It is regrettable that your experience with Thornley Groves was not a positive one. We take all feedback seriously and we appreciate the time you have taken to give us your comments. We will have another look into your case and understand how we could improve for the future. Kind Regards, Customer Care Team
1/5
GoogleIf you value your sanity do not use these agents. Half the stuff in the flat didnt work when we moved in, takes months to get sorted. “Property manager” joe doesnt manage properties. Call their number they ignore you. Left the flat in a better condition than we found it (barring a light i broke) but of course they can take £350 off the deposit including £20 to remove 1 dvd case left under the bed. Chased the deposit for 5 weeks till we gave up. They are to the letting industry what Harold shipman was to healthcare Its hard when they have the right flat just don’t make the mistake we made
Dear Nico, We are sorry that you felt the service you received was only worth one out of five stars. We take all complaints seriously and investigate them. Specifically, if I am reading your review correctly, you are still waiting for your deposit. We will forward your comments to the Customer Relations Manager who will look into it further, however in the meantime could you pop an email to our complaints email (complaints@thornleygroves.co.uk) with your property details? Then we can match you to your record and find out what the delay is in getting this back to you. Kind Regards, Customer Care Team
1/5
GoogleThornely Groves are trying to evict my friend during the pandemic over a mistake THEY MADE in admin. Obviously, the first thing they did was to threaten my friends with an illegal eviction before they went through the proper processes. On top of this, many of the radiators have never worked, and they have had to live with a dangerous boiler for their whole tenancy. Yet another example of estate agents taking zero care for their tenants.
Dear Patrick, I want to start by saying that I admire your support for your friend who is a tenant of ours. I respect your concern for his well being and the fact that he is unfortunately unable to extend his tenancy as he had wished. However, I feel that you might be slightly misguided on what is actually happening here. Thornley Groves is governed by many different government and professional bodies and we have rules and laws to follow that protect both the Tenant and the Landlord. Unfortunately, in the case of your friend, he did not pass referencing, a process which is completely administered by the Tenant himself. We do not control what is said in the referencing process, the Tenant fills this in and it is then passed onto a third party referencing company who, using the information provided by the Tenant, gives us advise on whether we should continue a Tenancy Application. If the referencing company say that you are not able to afford the rent, or you have a CCJ, which makes you a risky tenant to rent to, no way of verifying your identity/employment/past proof of address, then they advise us, and in turn the Landlord, not to accept you as a Tenant. This process is there to protect the Landlord from possibly getting tenants that will go into arrears or damage the property during occupation. We are required by Law to uphold this procedure for any existing and in going tenants. Following the advise given from the referencing company, the Landlord decided not to continue with the Tenancy renewal and this is why a Section 21 notice was given to your friend which gives the Landlord possession of the property in three months time. This was provided in June and expires in September. He has been given 3 months notice so he had the opportunity to find alternative accommodation. The Government has issued a ban on evictions until the 23rd August 2020 due to the Covid Pandemic. The ban does not effect your friend, who has time until the end of September to find a new place to live. Finally, I want to conclude by saying that we are very familiar with the tenants affiliation with the Union Acorn, and understand that you and many of those that have persisted to give us bad reviews on this platform and others do so in an attempt to uphold solidarity in the community. We respect your efforts but unfortunately it will not change the outcome, as ultimately it was not our decision to evict or not evict tenants, it is the Landlord's, who will not authorise Tenants to move into his property that cannot afford to live in it. We wish your friend the best though and hope he finds accommodation that is better suited to his needs and requirements. Kind regards, Customer Care Team
5/5
GoogleAs a Landlord living outside the UK I am so privileged to work with Jodie Finch who runs my rental unit in Manchester so professionally that the investment is a complete pleasure as I am totally hands off but at all times fully informed. Jodi Finch makes a Landlords life an absolute pleasure.
Dear Hans, We thank you for taking the time to rate Jodie, our Southern Gateway Lettings Administrator, 5 stars. It is lovely to read your kind comments and Jodie will be very grateful. Kind regards, Customer Care Team
1/5
GoogleSigned a 12 month apartment contract. Turns out its infested by moths that I now have to deal with every single day. No solution from the trash building managers (Zenith Management) or Thornley Groves yet. I'll change my review when you actually get to work Took them 6 months to fix a smoke alarm that fell off the ceiling on our first week here. They literally let us sit in danger for 6 months before organising a repair.
Dear Hamza, We are sorry to hear that you are having problem dealing with a moth infestation at the property. I have passed on your review to the Property Management team who will hopefully be able to help. Thank you for taking the time to review us and hopefully you will be changing this review soon. Kind Regards, Customer Care Team
5/5
GoogleSamantha and the Thornley Groves team gave me fantastic support in working through a mess of a situation left by another lettings agency in Manchester. They are responsive, professional and friendly. Highly recommended!
Dear Michael, Thank you for your fantastic review! We’re so glad to hear that Samantha and the team were able to support you through a challenging situation. Our goal is to provide responsive and professional service, and it’s wonderful to know we met your expectations. We truly appreciate your recommendation, thank you. Kind regards, Customer Care Team
1/5
GoogleThe worst estate agents you could imagine, complete disregard for property maintenance and impossible to contact. They have repeatedly lied and deceived me and my flatmate into believing they are working on fixing all the broken appliances in my flat when in fact they do nothing to help their tenants. Repeated breach of the tenancy agreement has forced us to seek compensation and may require us to take legal action against Thornley Groves. Avoid these clowns at all cost.
Dear Tom, We are sorry to hear that you have been unhappy with the service provided by Thornley Groves. Your feedback is however appreciated, and so we will make sure to forward it onto the team. If you haven't already, you can actually complain to us directly by emailing complaints@thornleygroves.co.uk where our Customer Care Team will process your complaint as per the internal complaints procedure. Hopefully, that will prevent you having to go through the lengthy court process, as we always try our best to resolve issues amicability. Kind Regards, Customer Care Team
1/5
GoogleWorst agents I’ve come across in my 5 years of living in Manchester. All they want is the money. If your query is relating to anything else, expect a long wait for a response. I wish I had something positive to write but the agents seem to sit in the office gossiping, not answering phone calls. Very unprofessional.
Dear Aeron, We are sorry to read your comments and would like the opportunity of investigating further. Please e mail complaints@thornleygroves.co.uk to allow us to respond to you directly. Kind regards, Customer Care Team
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Tell us what you need and we'll put you in touch. Thornley Groves hasn't joined The Trusted Agent yet, so we'll pass your enquiry to them or to up to three other top-rated agents near Manchester.
