Thornley Groves Manchester reviews

★★★★★ 1/5

Google

AVOID AVOID AVOID. There is a reason Thornley groves have such a low rating on google; The apartment was a mess when we moved in, more things broken and dirty then I could imagine and they claimed ‘cosmetic damage’ would not be rectified - I had light bulbs hanging down next to my shower, front door handles falling off, fire doors that didn’t function windows that didn’t open and NO ventilation all year (illegal and breach of contract!). I have now launched 2 formal complaints against Gary Nicholson, my second was because of his disgusting tone and raising his voice at me over the phone. Bare in mind I am 21 with disabilities and he is a fully grown man. AVOID

EHR · 14 August 2020

★★★★★ 1/5

Google

AVOID AVOID AVOID. There is a reason Thornley groves have such a low rating on google; The apartment was a mess when we moved in, more things broken and dirty then I could imagine and they claimed ‘cosmetic damage’ would not be rectified - I had light bulbs hanging down next to my shower, front door handles falling off, fire doors that didn’t function windows that didn’t open and NO ventilation all year (illegal and breach of contract!). I have now launched 2 formal complaints against Gary Nicholson, my second was because of his disgusting tone and raising his voice at me over the phone. Bare in mind I am 21 with disabilities and he is a fully grown man. AVOID

Emma · 2 August 2020

★★★★★ 1/5

Google

Used Thornley as a property managing agency to look after our apartment. Due to the agency's negilgence, I found the apartment in awful shape and it costed thousands of pounds to fix because Thornley failed to adequately notify and follow up with this on apartment inspections. Thornley does not care about providing exceptional service and instead focus on profit mongering. Thornley has more than once withheld our money without explanation and invoiced works that were never authorized to be carried out. Thornley also takes no responsibility for any damage done on their part. Thornley also cannot follow up with me when a matter is urgent yet when we send an inquiry to them we are expected to follow up numerous times to receive an answer. Stay away from this agency and do not use them to rent your property, you will regret it.

Fatema · 12 December 2024

★★★★★ 5/5

Google

Eve Kelly was wonderful! My wife and I had recently been displaced by fire. Walking into the Thornley Groves office - my wife’s idea - was the best decision we could have made and we were picking up our keys within the week. Eve was warm, friendly, assuring and professional. We can’t recommend Eve at Thornley Groves highly enough.

Adeline · 1 June 2023

★★★★★ 5/5

Google

I have just secured a tenancy with Thornley Grove and I cannot thank them enough for their prompt replies and the quickness of service to get me moved in. Jodie was reassuring and provided first class service and I cannot thank them enough. Highly recommended.

Lil · 22 April 2024

★★★★★ 1/5

Google

Having used several estate agents before, I must say Thornley Groves is hands down the worst of them all. We were advised against TG but decided to go with them anyway considering we liked the property. Once we moved in, we saw the property had not been professionally cleaned. The flat was full of dust, stains of oil, hair and a few broken pieces here and there. We collated some photos and forwarded them to the agency straight away, to which they said they would attend to. At that point, we realised that they had probably taken someone else's deposit and kept it to themselves. Throughout our stay, we found it difficult reaching to our property manager at times, and whenever we'd get a reply, at the end of the conversation they would nag us to rate Thornley Groves 5 stars on TrustPilot and quote them. This has been going on for a while, eventually we gave in and initially submitted a 5 star rating quoting a few people. After that, it seemed as if they simple did not care to reply to us. At times we would have to ring several times only to be told that they'd get back to us with a response. I suppose the worst of it all was when we had the property deep cleaned, spick and span. We took several photos of the place, made sure it was up to standard and even brought in a fellow colleague from a different agency to have a look for some feedback. Following that, we received an email saying the property was in 'POOR' condition and did not even include photos of the flat. Once we disputed they sent us a report with the photos, 1 month later, where the only issue seemed to be some dust here and there. Here is a *WARNING*, TG will tell you to leave the windows open of the property when you leave. Make sure you do NOT! It will gather dust and they will try to use this against you along with other existing damage. Only a month later did we get an invoice of almost £300 to clean the 1 bedroom property, which was "ABSOLUTELY RIDICULOUS" to quote a few professional cleaners. We've had several quotes from professional cleaning companies for under £100 to clean the property. Since then, we have raised a dispute with TDS which has recently accepted our evidence and now we wait...fingers crossed. Overall advice: Stay away from this agency, no matter what. If in doubt, look at all the Google reviews. There is a reason why TG is at a 1 star rating....

Leonardo · 4 February 2020

★★★★★ 1/5

Google

I’m utterly disappointed at your services and incompetence. I'm ranting a property in M40 on the first day I told the property manager that 1) amongst the keys they gave me the back door keys are not working there for I don't have access to the bins. 2) The radiator in the second bedroom is not work causing the room to be extremely low temperature 3) the blinds for 2 bedrooms aren’t working , I can’t pull down or up due the adjusting strings not working 4) One of the drainage is blocked. The property manager told me that he forwarded my email to the landlord and he said he will send someone to fix the problems but upto now nothing happened. I phoned the property manager again and he said there is nothing he can do I have to wait for the landlord to come. I’ve repeatedly mentioned it since I can’t personally reach out to the landlord I see it fit that you put our complaints into consideration by helping us to get hold of the landlord not just leaving us to bear all the faults in this house. I don't have access to the bins I have got dirty stored in the house from the 1st and today is 19 November. I'm very disappointed. Eunice Mabuto

Eunice · 24 November 2024

★★★★★ 1/5

Google

Steve is the most rude agent who work’s for this branch. Awful telephone manners, I don’t appreciate him shouting and lying and then trying to cover up. You would think management would check reviews and work to provide better customer service and even train staff but now looking at all the awful ratings that branch has, I’m not surprised. Will be taking this to forward to head office to the director in a long winded email, something needs to be done regarding this branch, and especially the staff they employ. Called to buy an apartment but now completely put off and will move my entire portfolio elsewhere. We can’t all be wrong 1 out of 5 stars says it all!!! Well done Steve you just took part in losing business for the company and all because of your rude behaviour.

Bobby2020 · 3 February 2020

★★★★★ 1/5

Google

THE WORST LETTING AGENTS IN THE WORLD! If it were possible to give less than 1 star, I would. Me and my husband starting renting an apartment through Thornley Groves in the summer of 2017 and initially had zero problems. All contracts were signed, we moved in and settled very quickly and without any hassle. However, we soon discovered a few broken things, such as a faulty boiler and the blind in the spare room. We reported the boiler through the online forum but had to report the blind to the agents, which we did both over the phone and in person during an inspection half-way through our tenancy. The boiler was shortly fixed due to our incessant following up as we were showering with cold water for a couple of weeks. Our property manager was Katie Garner and she was never ever in the office to speak to over the phone throughout the entire 12 months we lived in our property. Additionally, when I finally had the one single conversation with her a week before we moved out, she supposedly never received the dozens of messages I left with her colleagues when I called the office and was unable to speak to her. On top of this, she also never ever returned our emails of which there were many, and at the end of our 12 month tenancy, the broken blind that we reported after month 5 was still broken and unfixed. We had actually someone round to look at our dishwasher we were were able to organise through someone else and I decided to mention the blind to him as well. He said he'd be back within a week to fix the blind but never returned. After finally getting katie on the phone, weeks before we were due to move out, I told her of our trouble getting hold of her to which she did not apologise and just claimed she'd been on holiday. She then told us we'd most likely be charged out of our deposit for the broken blind. After this phone call, I called the office to speak to another member of staff who was equally ambiguous and unhelpful when I was trying to explain that we didn't want to be charged for something that should have been fixed months ago. He also sent me the information pack which Katie was supposed to have sent us, informing us of what to do when leaving the property. I do not feel as though this conversation helped and he did not seem to be either surprised or angry that we had had such terrible service from someone on his team. We moved out, cleaned the flat and hoped to leave all of this behind us, having learnt our lessons of not reading the reviews before renting with an agency. However, the worst thing of all is that WE STILL HAVE NOT RECEIVED OUR DEPOSIT BACK even after nearly over a month after moving out. I've capitalised this as I believe it is the most important. NO DEPOSIT RETURNED! I had the flat professionally cleaned, we left no markings or damage, only slight wear and tear from living in a property for a year and we received our end of tenancy report back covered in red notes about damage and dirt. I believe that since I attempted to complain about Katie's incompetency, she has now decided to lie on the report and is not returning our deposit. We have sent her three emails per week asking for our deposit back and have received no responses. In addition to our problems with Katie, most of the office seem nonchalant towards customer care. I have heard the voicemail message more times than I've heard a human voice over the past year of trying to call the office, despite only ever calling during opening hours.

Polly · 2 October 2019

★★★★★ 1/5

Google

Thornley Groves have proved themselves to be the worst, most unhelpful, and most money-grabbing estate agents I have ever encountered in Manchester. Avoid at all costs if you can. There were several issues that made our time renting with Thornley Groves an absolute nightmare and caused great stress and anxiety. We are also disputing the deposit return amount with the Tenant Deposit Scheme currently but that is a separate issue that we are dealing with through the official lines of the TDS. We paid all 6 months rent up front and in advance of us moving in to avoid paying the £234 guarantor fees. I felt like this was hugely exploited, none of our issues reported were considered urgent or, even, considered at all because Thornley Groves had all of our rent already. Leigh Johnson was our assigned property manager, and we found her increasingly dismissive, unhelpful, and evasive when we reported issues or had queries. However, she was incredibly quick to demand payment for various fees. We had a broken washing machine for 3 months from September to December 2018. Our hot water tap in the kitchen was also broken for 2 months from January to March 2019. It felt like because we had already paid rent up front, any issues we reported were irrelevant and were actively ignored until it became inconvenient for the agent. As our 6 month tenancy was coming to an end, Leigh contacted us trying to raise the rent by a staggering £200 a month. She then came back saying that ‘it was a typo’ and the new rental amount was to be a £55 increase per month. We requested to go onto a monthly rolling periodic tenancy after our formal 6 months tenancy had ended. Leigh informed us that to go onto a monthly rolling periodic tenancy, there would be a renewal fee of £135 and then a referencing fee of £450. Again, I felt like this was an attempt to get money out of us. In no correspondence could Leigh explain or justify why Thornley Groves charge fees so extortionately high. All of Thornley Groves’ fees are so sky-high compared to other letting agents in Manchester. It seems that these fees are plucked from thin air and feels like Thornley Groves do not care about their tenants at all. As previously mentioned, we are also disputing the deposit return amount. Before we moved out the flat was cleaned by us to a high domestic standard. When we received the check out letter and inventory report from Leigh, she did not state a deduction amount as she was waiting for ‘an invoice’ from the cleaning company. After asking for amount repeatedly, she then came back with the total of £270 to be deducted from our deposit. In our move-in inventory, everything was marked as ‘good’ and then in the move-out inventory everything was marked as ‘poor’. From photographic evidence, you can clearly see this is not the case. In no way can the state of the flat when we moved out be classed as ‘poor’. On the report itself it says ‘poor’ suggests ‘extensive signs of wear and tear, with stains/marks/tears/chips’, where the photos do not show ANY signs of this at all. I found Leigh’s assessment unjust, untrue, and plain lazy to mark everything as ‘poor’. When I asked for a breakdown of the cleaning fees, how exactly does a clean cost £228, she evaded the question and did not answer. I am putting this case forward to the TDS and am awaiting their response. I have also just put in a formal complaint with Thornley Groves and am awaiting their response. I will be taking this to the Property Ombudsman if I am not satisfied that Thornley Groves has dealt with our case appropriately.

Allie · 2 October 2019

★★★★★ 5/5

Google

Jordana was very lovely and helpful, I was late to the viewing but she was gracious still about the matter and whilst showing us around. It was quick and efficient, just like her responses through emails and calls.

Marvela · 2 August 2024

★★★★★ 5/5

Google

Samantha and her team are great -- they manage two properties for us, one which they recently re-let within hours and a second new property which was let within a day. They're a very modern and progressive outfit using good systems and tools with digital signatures etc. which makes life easy for us and our tenants. Payments are quick, statements are clear and their pricing is competitive.PositiveProfessionalism

Ben · 22 June 2022

★★★★★ 1/5

Google

EDITED TO ONE STAR: The Tenancy Deposit Scheme spent over a month chasing my deposit and they didn’t respond to them either! Still £860 out of pocket 👍🏻 Whilst Thornley Groves were somewhat helpful during my tenancy, I’ve been unfortunately left in the dark about my deposit. I’ve emailed and called to no avail, over three weeks after leaving the property I have no idea what is happening with my deposit or whether there’s even been an inspection. I’ve now had to raise the issue with the Tenancy Deposit Scheme because I’m being completely ignored.

Georgina · 26 October 2024

★★★★★ 1/5

Google

I have rented a property with thornley groves and comparing my experience with other agencies I would not recommend the services to anyone. When we got the flat the walls had scratches everywhere, heater was kn the floor where it should have been hung on the wall, cupboard habdles were broken and etc. We have asked bumerous times fir these to be fixed however the property management team was extremely unhelpful. Our property manager didnt pickup any phone calls nor replied to any if the three emails we’ve sent. I have been trying to call and reach the agency however this time the office does not pick up the calls. Horrible experience for the last 2 months. Worse real estate agency I have experienced.

Oyun · 26 September 2024

★★★★★ 5/5

Google

This is the first time I’m working with Thornley Groves and the experience is amazing. Emily has been a great helping me looking for a flat. Thank you for this :)

Anushka · 10 October 2024

★★★★★ 5/5

Google

Moe was such a great help and made the whole process of picking a new place to live very easy! He was great at communicating and very friendly. Would really recommend

Lydia · 10 October 2024

★★★★★ 4/5

Google

We have used this branch of Thornley Groves to manage an apartment we have in Manchester for 20 years. As live away landlords for much of that period it was essential to have an agent on the spot who could deal with problems quickly and efficiently. It worked well for a few years but then their performance fell away-we had difficulty communicating with the manager on our case (often finding that he/she had left the firm after our leaving many messages on a defunct extension), and we got the impression that action was not being taken quickly enough (reminders from the apartment block management that things weren't being sorted out etc). We did consider moving to another agent. However over the last 7-8 years their performance has improved out of all recognition. We have recently had a change of tenants after 3 years and the process of finding new tenants has been very efficient such that our void period has been just 2 weeks even with some remedial work required. So the marketing team (Conor Moore and William Anderson) were on the case very quickly and achieved the asking rental, our property manager (Aun Shah) got us through the work required after the tenants vacated and finally the back office team including Jodie Finch got the documentation sorted and available very promptly so that we had no delays in securing head lease consent (unlike previously where through a lack of communication we ended up with a costly catch up on fees). So all in all a very good performance moving from 2/3 up to 4+stars. Good teamwork! Michael and Vivienne Newton

Michael · 24 September 2024

★★★★★ 5/5

Google

I was looking for an apartment in Manchester City Center, Thornley Groves made the process nice and easy, especially Claire Mckenzie, she helped me secure my property from the beginning, keeping me updated throughout, and also helping me secure a later move in day than was desired by the landlord, so all in all she was great to deal with.

Lee · 3 December 2022

★★★★★ 5/5

Google

Landed a really nice place in Manchester, great value, and my agent, Janvi, was super helpful with the sign-in and admin process. I am really happy with my new place!

Oliver · 23 March 2026

★★★★★ 5/5

Google

I have been a landlord for 20 years. This is the best service I have ever received, the property was let within 2 days. Many thanks to Jordana and the rest of the team at Thornley Groves at Whitworth Street Manchester.

The · 4 April 2024

★★★★★ 5/5

Google

At a time when so many businesses are hiding behind answering machines and finding excuses to avoid getting any work done, it has been a pleasure to deal with Samantha at Thornley Groves. Extremely proactive and efficient, Samantha is always available by phone or email and has arranged for our property to be furnished and marketed within a matter of days.PositiveResponsiveness, Professionalism, Value

R · 22 June 2022

★★★★★ 5/5

Google

Akeem is a top PM everyone I speak to him he’s right on it, when they say property done personally Akeem is the epitome of it.

I · 1 December 2024

★★★★★ 1/5

Google

If I could -5 stars I would. People who work there know nothing about accommodations and all their information is wrong. They market accommodations for you then when you apply with them they basically tell you to do the impossible to rent with them. Also very unprofessional with their viewing, I had to change my whole plan for the day because whoever tenant was doing the viewing could only do a specific time and so did I, but the girl who was doing it for us was so insisting on doing one viewing for both of us. They don’t answer their phones or emails or anything. You basically have to beg for your life to get a four word email from them. Never again.

N · 23 August 2024

★★★★★ 5/5

Google

The process of letting my flat with Thornley Groves has been a breeze. Jordana has been a pleasure to deal with and was always prompt in replying to any questions/queries!

George · 24 September 2024