Every review we hold for the Manchester office, from every platform, shown as written. First names only.
★★★★★ 1/5
GoogleMessed up tenancy forms and put income of 0 down rather than what was given - section 21 eviction served during COVID lockdown all because of their own stubborn incompetence! Maintenance issues and more throughout the tenancy with no address on top of this.
Look for a better estate agents whatever you do.
William · 1 September 2020
Agent replied
Dear Will,
We are familiar with your situation and the above is not 100% correct. The Application forms which are filled out at the referencing process are filled out by you, and therefore it is hard to understand how we could have put your income down incorrectly. This process is also administered outside the company, by a referencing company.
A Section 21 notice is served when a Landlord wishes to gain possession of his/her property after a tenancy has ended. We are sorry that you were unable to renew the tenancy as you had hoped due to failing your referencing.
We hope that you find alternative accommodation soon, hat better fits your needs and requirements.
Kind regards,
Customer Care Team
★★★★★ 1/5
GoogleIs this property closed? That you don’t answer any phone at all even for the property you shared in right move or zoopla in a same day? If you don’t want to work or rent why you post new adds??
Mehrnaz · 29 October 2022
Agent replied · 29 October 2023
Dear Mehrnaz,
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
★★★★★ 1/5
GoogleThe most useless agency, that doesn't reply to any forms of contact - calls, emails or visits to the hq. Worst customer experience ever, no regards or any shown interest for actually helping people in renting properties, especially students.
Alexandra · 29 October 2022
Agent replied · 29 October 2023
Dear Alexandra,
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 normally we would investigate further 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
GoogleAlthough experienced big delays in receiving a response for certain properties. Lettings coordinator Ashley Smith kindly advised me on securing a place and was very active and helpful.
Yara · 29 September 2023
Agent replied · 29 October 2023
Dear Yara,
We appreciate you taking the time to leave Lettings Coordinator Ashley a 5 star review.
Kind regards,
Customer Care Team
★★★★★ 5/5
GoogleExtremely efficient, professional and friendly staff, especially Ms. Ellie Hey. she is quick, helpful and informative.
As a newcomer to the UK, I had no idea about renting a flat. She answered my numerous questions and walked me through the whole process.
Thank you for making it easy for me.
Ayham · 10 February 2021
Agent replied
Hi Ayham
Thank you for leaving us a great 5 star review, it's greatly appreciated. So pleased to hear that you're receiving a great service from Ellie and that she has been able to help you move into your first UK property!
Kind regards
Customer Care Team
★★★★★ 5/5
GooglePrompt and swift service...customer care was superb. Will definitely recommend...special shout-out to Jordana for her exquisite service
Faith · 22 May 2024
Agent replied · 21 June 2024
Dear Faith,
Thank you for sharing your experience! We're delighted to hear that you received prompt and superb customer care. Your recommendation means a lot to us, and we're here to assist you whenever you need us.
Kind regards,
Customer Care Team
★★★★★ 5/5
GoogleJordana McVarnock was incredibly helpful, attentive, and provided fast responses. Very pleased with the service I received.
Ella · 22 May 2024
Agent replied · 21 June 2024
Dear Ella,
We're thrilled to hear that Jordana provided such excellent service! It sounds like she really went above and beyond to assist you promptly and attentively.
We'll be sure to pass along your kind words to Jordana.
Kind regards,
Customer Care Team
★★★★★ 1/5
GoogleThe most irresponsible agency.
They don’t respond phone at all.
They just reschedule my appointment with them without telling me. They just changed it one with a very short notice
Ehsan · 31 July 2023
Agent replied · 29 October 2023
Dear Ehsan,
We are sorry to read your review and that your expectations were not met.
We have passed your comments to the branch manager.
Kind regards,
Customer Care Team
★★★★★ 5/5
GoogleJordana McVarnock has been super friendly
and helpful throughout the process of viewing a flat and organising the renting process!
Abi · 19 March 2024
Agent replied · 25 March 2024
Dear Abi,
Thank you for your feedback! We're delighted to hear that Jordana has provided you with excellent service and made the process of viewing a flat and organising the rental smooth and pleasant for you.
We appreciate your kind words and your 5 star review.
Kind regards,
Customer Care Team
★★★★★ 1/5
GoogleDisgusting property riddled with damp and mould yet they did nothing. 12 months of ill health. No one at thornley groves cares, they take the money and ignore tenants.
Students beware.
Caroline · 1 July 2023
Agent replied · 29 October 2023
Dear Caroline,
We are sorry to read your review and confirm this has been passed across to the relevant branch manager.
Kind regards,
Customer Care Team
★★★★★ 5/5
GoogleI can't thanks enough the brilliant agent called Eve K. , she was helpful, polite, always ready to satisfy any queries and solve any problem i had during renting process.
The best agency and agent i ever had!PositiveResponsiveness, Quality, Professionalism
Yuri · 24 August 2022
Agent replied · 29 October 2023
Thank you for taking the time to leave Eve a glowing review.
Kind Regards
Customer Care Team
★★★★★ 5/5
GooglePrompt and swift service...customer care was superb. Will definitely recommend...special shout-out to Jordana for her exquisite service
Faith · 25 April 2024
Agent replied · 23 August 2024
Dear Faith,
Thank you for sharing your experience! We're delighted to hear that you received prompt and superb customer care. Your recommendation means a lot to us, and we're here to assist you whenever you need us.
Kind regards,
Customer Care Team
★★★★★ 5/5
GoogleExtremely happy with the service I received! Kevin and Lucy have both helped me in getting a new place to live in such a short space of time and I am beyond grateful for their hard work!
Antonia · 29 October 2022
Agent replied · 29 October 2023
Dear Antonia,
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 taking the time to leave Thornley Groves a review, especially noting the great service provided by Kevin and Lucy.
They will be delighted that you took the time to acknowledge their kind and helpful service.
We appreciate when our clients give complimentary reviews, as it helps others in choosing their agent.
Kind regards,
Customer Care Team
★★★★★ 5/5
GoogleGreat service from Eve and Gabriella! Eve has got me a new tenant at a great rate and was easily contacted. Been with Homes4U / Thornley Grove for 20 years very happy with this recent transaction.
Stephen · 3 December 2022
Agent replied · 29 October 2023
Dear Stephen,
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.
We really appreciate your kind words.
Kind regards,
Customer Care Team
★★★★★ 5/5
GoogleHad a wonderful experience with Ashley at Thornley Groves. He was quick to respond, gave me all the right details and didn’t leave me in the dark!
Abi · 30 August 2023
Agent replied · 29 October 2023
Dear Abi,
Thank you for rating Ashley, our Lettings Coordinator 5 stars, thank you.
Reviews like yours help other when choosing their agent.
Kind regards,
Customer Care Team
★★★★★ 5/5
GoogleThe letting went quite smoothly
Adrian · 12 November 2025
★★★★★ 1/5
GoogleSimply can’t get a viewing with them for love nor money.
Every time I ring it rings out, no one follows up calls.
Emails don’t get responded to.
I’m now avoiding any property they let
Ross · 29 October 2022
Agent replied · 29 October 2023
Dear Ross,
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 experience with Thornley Groves and the issues you've experienced. To proceed, send an email to us at complaints@thornleygroves.co.uk.
Kind Regards,
Customer Care Team
★★★★★ 5/5
GoogleToday, I had the pleasure of viewing a property with Thornley Groves. The agent Ashley Smith was very professional and presentable. I can't recommend more.
Eoin · 30 August 2023
Agent replied · 29 October 2023
Dear Eoin,
Thank you for rating Ashley Lettings Coordinator 5 stars, it is great to read your positive feedback.
Kind regards,
Customer care Team
★★★★★ 1/5
GoogleDidn’t answer my calls. Don’t provide an email address. Couldn’t reach a human until I made a formal complaint saying I couldn’t reach a human ironically.
Meagan · 31 July 2023
Agent replied · 29 October 2023
Dear Meagan,
We are very sorry to read your comments, we strive to be easily contactable.
We note you advise you have raised a complaint and that you are now being assisted.
Kind regards,
Customer Care Team
★★★★★ 1/5
GoogleWhat's the point in having phone numbers on the website if no one answers. I thought PropertyHubLets were bad, but it looks like you've inherited their working ways as well as their property portfolio!
Ste · 29 October 2022
Agent replied · 29 October 2023
Dear Ste,
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
GoogleI was dealing with Eve Kelly. Unlike many previous dealings with other estate agents she was very welcoming. Gave me her personal mobile and always replied which was extremely helpful and professional. Super Agent.
Itamar · 29 October 2022
Agent replied · 29 October 2023
Dear Itamar,
Thank you for taking the time to leave Thornley Groves a review, especially noting the great service provided by Eve.
We really appreciate your kind words.
Kind regards,
Customer Care Team
★★★★★ 5/5
GoogleI have used few estate agents in the past & found Thornley Groves by far the most efficient & customer oriented agent. My main contact there is Miss Samantha Williams(lettings manager) who has shown great passion & did such a great job from the moment we started communicating until signing the contract. Her persistence , compassion & friendly approach played a great role in my decision to go ahead & give Thornley Grove my portfolio business.
Claude · 14 May 2021
★★★★★ 2/5
GoogleReally difficult to get hold of, whatever time of day. Weeks to respond on email and can never get through on the phone
Nicola · 29 September 2023
Agent replied · 29 October 2023
Dear Nicola,
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
★★★★★ 1/5
GoogleNightmare agency!! One star is too much
Melita · 9 August 2024
Agent replied · 23 August 2024
Dear Melita,
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
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