Langford Russell West Wickham reviews

★★★★★ 1/5

Trustpilot

If I could give 0 stars I would

If I could give 0 stars I would, I have been lied to constantly, I was told there were no parking spaces being distributed until I spoke to a new Tennant who was given a parking space the week she moved in, I had been asking for 13 months, I only got a space because the office manager didnt put my call on hold and I heard her entire conversation, this is when I realised that they had been lying to all tenants. Issues with my property take around 12 months to resolve, my intercom was faulty from the day I moved in and it took 1 year for it to be fixed, my windows leak when it rains and it's been 10 months since I reported it, and I am still receiving excuses, the excuses I have been given now is the same one from 8 months ago. Would never go through acorn again. Very unprofessional and communication is awful.

Jade · 14 January 2020

★★★★★ 5/5

Google

Steve Mullins and Marcus Williams are amazing at what they do, and will help you through every step of the process. Would highly recommend!

Ryan · 13 March 2025

★★★★★ 1/5

Trustpilot

Nothing good to say

I actually find it difficult to give them a 1. I was buying a house through them and they negotiated with us & the owner as there were problems and we pulled out. The seller did not stick to the agreement Acorn negotiated between us. I was left out of pocket & I have emails to prove it. Acorn we’re rude & unprofessional.Now the have black listed me & won’t let me look at any of their properties.

Jacqui · 31 August 2020

★★★★★ 1/5

Trustpilot

If you are thinking of selling your home…do NOT use Acorn Estate Agents

If you are thinking of selling your home please do not use Acorn Estate Agents. They will not sell your home. They will keep you in the dark over what is happening to the sale. They never get back to you. They are rude and abrupt if you pester them over the sale. They will cause you a lot of stress and you will lose the home you wanted to move into. Footnote: I am now paying council tax on an empty house due to Acorn's reluctance to keep me informed on what was truly happening in the chain.

J · 13 December 2019

★★★★★ 1/5

Trustpilot

Utterly incompetent building manager

Possibly the most unprofessional and incompetent property management I've ever encountered. Slow to rectify faulty public areas and unclear communication. I've had several issues with regards to rent payments, misleading information regarding apportionment of rent to the extent where I have had to seek advice from citizens advice and Shelter who advised me to report to trading standards. Only after providing this information was I listened to however, property manager is now avoiding direct communication with me which frankly, is the most pathetic thing I've ever come across. Probably won't be renewing my tenancy because of this ridiculous inability to manage anything let alone an entire building.

Nicola · 4 December 2019

★★★★★ 5/5

Google

We just completed on the purchase of our new home & would recommend using Langford Russel to anyone. Emily Baxter who looked after our purchase was professional, approachable and thorough, making what’s often a stressful process, a smooth & efficient one! Her knowledge & experience meant that she was always three steps ahead. Thank you!

Michael · 26 August 2023

★★★★★ 5/5

Trustpilot

Excellent customer service

It was my great pleasure recently to meet with a member of the Senior Lettings team at Acorn, to consider management of my property. They were punctual, knowledgeable, efficient ( without being officious), they followed up with emails, and gave us space to consider our decision. I have not seen customer service of this quality for many years, and would highly recommend them to anyone considering letting their properties.

SHARON · 14 April 2022

★★★★★ 1/5

Trustpilot

When is a Deep Clean not a Deep Clean?

I was charged £282 by Acorn which was for a 'deep clean' when I eventually moved out of a two-bedroom flat. £282 to clean 4 rooms! Must be some clean I thought. Wrong! When I moved in, the flat was filthy, dirt under beds, floors not clean, fridge not clean, freezer doors frozen (so couldn't be cleaned). Acorn informed me it would be cleaned before I moved in. When I questioned this they maintained it had been cleaned and that the cleaners do not move furniture (during a 'deep clean'!). They apologised for the rest of the dirt the cleaners didn't clean. I have just moved out and was looking forward to the Inventory Check-out stating how clean the property was (after the £282 cleaning for just 4 rooms). Not so fast!!! My inventory check-out states, and I quote " cleaned domestically to a poor standard". That's the statement the owner gets - after me parting with £282 two years ago!

Eamonn · 8 October 2019

★★★★★ 5/5

Google

Recently purchased a property through Langford Russell and had a very positive experience throughout. Michelle was very helpful, responsive and friendly. Would definitely recommend.PositiveResponsiveness, Professionalism

Joe · 27 August 2021

★★★★★ 1/5

Trustpilot

massive issues with heating and water. ACORN NO HELP AT ALL

since we moved in 2/3 weeks ago we have had constant issues with our boiler and our water. chasing down updates on what will be done about it is exhausting and painful. we have been told multiple times we will recieve a call back and never recieved one. the issue was a major problem but now we have nothing but grey water coming out of our taps.help from the acorn group is non existent and makes me wonder why I'm paying such a large amount of rent for a property that doesnt even have heating or clean drinking water.beware of the lack of help provided from this managing agent!

Jon · 16 September 2019

★★★★★ 1/5

Trustpilot

Dealing with acorn head account…

Dealing with acorn head account management team from the head office is not only paintuful but mentally exhausting. Not only that the people working there are not familiar with all the new regulations imposed by the government but they are misleading (writing false emails) and dishonest. Getting several emails explaining that I was owed variation of refunds from the agency just to learn that actually I own them a renewal fee. So far notting has been done about it. Stay away from Acorn!!!

Martin · 20 August 2019

★★★★★ 5/5

Trustpilot

As the intermediary for the freeholders…

As the intermediary for the freeholders of a small block of flats situated the Forest Hill area I have had the pleasure of dealing with Acorn Estate Management for over 10 years. Acorn provide a professional, excellent, polite, efficient & where necessary advisory service. I would have no hesitation in recommending Acorn as managing agents. This has been so since the beginning of the relationship. I have found the staff helpful & some like Sarah & David are always prepared to go that extra mile if necessary.

John · 13 August 2019

★★★★★ 1/5

Trustpilot

Incompetent staff, take deposit then refuse property

The very first agent i spoke to on the phone to view a property rental was extremely awkward, which isnt a great first impression but no major warning signs yet.We turn up at the property and turns out the agent had double booked themselves multiple times so despite turning up 45 minutes early we ended up seeing it late. Okay, slightly annoying but it happens.Then they asked us to fill out a sheet with our information, who would be moving in etc. Filled it out, sent it to them and phoned them up to make sure it was received etc. Seemingly there was no issue since they then asked for a holding deposit from us after receiving all this information not long after (bearing in mind the information on this property stated it was available immediately but actually wasnt available for a month, which we found out at the viewing). We pay the holding deposit immediately, all fine.The agents didnt phone us back with any info on what was happening so we phoned them up and then they came up with multiple excuses such as "oh, we think theres too many people moving in..." Okay, thats not much of an issue since 2 of the tenants travel very frequently and will only be there for a limited time in the year. It was a 2 double bedroom house with 4 people listed to go on the tenancy, so I dont understand how this is somehow an issue but I digress.This was explained and the agent said okay, they would phone the landlord and inform. We never got a phone call back. We phoned them again, turns out that agent wasnt working that day and seemingly never phoned the landlord either so we explained it to a second agent again. They said okay they would phone the landlord and explain it and phone us back... Surprise surprise, we got no phone call back yet again. We phone them back again another time a couple days later and get back on the phone to one of the agents again, then they say that the landlord doesnt think we're telling the truth...? But they saw all of this information on the form we filled out before we paid the holding deposit and it wasnt an issue but now suddenly they dont believe us? We also were told we needed to pay 12 months in advance to be eligible to rent the house, which we said was fine and not a problem. We also had a landlord reference ready if they needed it which was never asked for.They took our holding deposit and didnt inform us that they had given the property to someone else, plus the property was still listed as being on the market (still is in fact) the whole time, despite us paying the holding deposit already.They took our money then never bothered to phone us back a single time to inform us of anything that was happening and obviously they had another set of people in mind to move in but again, never phoned us up and never intended to take us in the first place.Incredibly incompetent set of staff that will take your money for ransom for as long as possible that never phone you to inform you of what is going on. I was shocked to see how bad their ratings were, definitely will never use these agents ever again. Avoid them like the plague. The reviews are completely accurate.

Emily · 22 July 2019

★★★★★ 1/5

Trustpilot

Worst of the worst

Worst of the worst. Avoid at all cost.Some examples from my experience with Acorn:- The agent wrote the wrong flat number in the contract and wouldn't believe me when I told it was wrong.- The contract had lots of other errors too. "I never read these things. I know I should." The agent's exact words.- At the end of my tenancy the landlady kept part of my deposit based on damage that was already present in the flat when I moved in. I even had photographs as evidence.

Antti · 17 July 2019

★★★★★ 1/5

Trustpilot

SHOCKING agency

SHOCKING.Having just read the reviews on Acorn, I can read about a brothel opened in one of their managed flats, missing items stolen from a flat, deposits being wrongly penalized, employees not telling the truth in emails, etc etc.Do local authorities not have a responsibility to ban this agency from operating? How many poor customers will fall to this trap?I've had the poor choice of dealing with them - happy to share my contact details.UPDATE:Acorn tried to remove my review as part of their attempts to prevent tenants from sharing their experiences.

P_1976 · 16 June 2019

★★★★★ 1/5

Trustpilot

Less than poor

Less than poor - do not use this agency to manage your property.Their charges are extortionate and they do nothing for their fee. My agent was off sick for weeks and no one took over the management of my property. The tenants were smoking cannabis and I was having to deal with the complaints.They also failed to inform the tenants that the property is for sale and so the tenancy was short term.I will be filing a formal complaint.Their sales dept at Crystal palace are not much better. If your property is not the easiest sale they quickly lose interest, fail to provide feedback and avoid your calls.If I could give a zero I would.

Eleanor · 8 May 2019

★★★★★ 5/5

Google

Dominic and Josh were extremely helpful, professional and patient when it came to selling my mums house. The advice and guidance were very much appreciated and worthwhile. Thank you.

Gary · 22 June 2020

★★★★★ 1/5

Trustpilot

Utterly incompetent!!

Utterly incompetent!!The biggest story here is not (incredibly poor) experience last year having moved with Acorn, but the following:Our neighbouring flat serves as a brothel!! It is being managed by Acorn and was also let by them. Needless to say, this makes our lives a living hell. Late night shady drunks, the fear of meeting customers, terrible noises coming from the apartment: you name it, we’ve suffered from it.At first, I thought that when the landlord finds out about it they will evict the occupants. We contacted Acorn numerous times asking them to do something. Absolutely nothing was done. Definitively nothing.I assumed that the landlord just knew about it and chose to rent it to whoever is willing to pay the leasing.Guess how surprised I was to find out that the landlord had no idea about his property servicing for such purposes! We managed to get the email addresses and contact them, and I understand that they’re reviewing their legal options. Good. Thanks got for that.Our own experience should have prepared us for that, as acorn was the classic untrusted estate agent who just want your money. Poor mails, agents who don’t know what they’re doing, etc etcSoto summarise: if you want to have the worse experience of your life as a tenant or as a landlord - these guys are you company.Charlotte and Fiona***UPDATE, 29/03***It took Acorn 4 days to reply to our review, stating that it was "an immediate action". We're still waiting for the promised eviction of our "neighbours".

Charlotte12 · 29 March 2019

★★★★★ 1/5

Trustpilot

Avoid using this estate agent

I don't normally write things like this, but ive not had the greatest experience with this estate agent. From the beginning I have never experienced such poor customer service and lack of communication from an estate agent. We were rushed in signing the contact and transferring the deposit and then heard nothing. The date we where meant to move in/ get our keys where soon approaching on the 25th April 2018. I had been chasing the estate agency and there replies where very slow and they just blamed the landlord. We eventually got the keys on the 28th April after the date we where meant to of got them. We received the tenancy agreement and asked for the date that the money is paid on from the 28th to be moved to the 3rd of each month, as my partner and I don't get paid till the last day of the month. We then received an email say that we owed an extra £266 on top of our rent on the 3rd of June. We weren't told at the time that when we changed the date from the 28th to the 3rd that we would then have to pay extra. This was then paid, From them on pretty much every month we receive an email saying from either same person or a different member of staff, saying we are in arrears when in actual fact our rent is paid on time and on the 3rd of each month. I then have go through the process of sending correspondent's from previous email conversations and bank statements, otherwise they don't believe that this is the case. Last email in December they said they would inform the account department that this need to be change manually. But yet I have now received an from Acorn again. So fed up of having to do this every month or so. Its so time consuming and stressful.

Louise · 5 February 2019

★★★★★ 1/5

Trustpilot

Absolutely terrible in every way

Absolutely terrible in every way possible. They don’t know what they’re doing and haven’t sorted anything. We’re paying for the most expensive apartments in the city we live in and everything ( including water ) keeps going down, it’s been months and they haven’t done anything at all to sort it or fix anything. Going through documents with them was terrific, they can’t keep up with dead lines for contracts etc. They keep trying to charge us for things we don’t owe them. Absolutely horrific

Jicky669 · 26 January 2019

★★★★★ 5/5

Trustpilot

Excellent, wonderful, terrific

We used the Dulwich Office and Paddi and Martin have been wonderful. We had more people look at the house in one week than we had had in the previous 2 years. They really made things happen and must have sprinkled a little magic dust on the place because it sold! The staff were really helpful at all times and all the information that we or the buyers needed was to hand. I cannot sing their praises highly enough. Please keep going this way guys!

Terry · 22 January 2019

★★★★★ 1/5

Trustpilot

Been Trying To Get Someone To Help For 4 Months

Have been trying to get an issue resolved for 4 months now, every time we contact someone we're told it'll get passed on and someone will be in touch, never happens. We're calling at least once a week at this point, often more, and I don't know what to do anymore, nobody seems to want to help.Also had lots of issues trying to move in, was told we couldn't move in on the date our tenancy started because originally the keys from the last tenant hadn't arrived to the landlord in time, then we were told it was because the builders hadn't finished everything in the kitchen and it was unsafe (the only things that needed doing before we moved in was installing the fridge and the extractor fan, they had about a month to do this from putting down the deposit to moving in), and then we were told the landlord hadn't sent the keys yet, and they might be here in time, but they might not. We were told all of this this the day before our move in date, we'd already hired help and had furniture deliveries coming. In the end we got the real reason from someone else at the company, the last tenant had been unreachable since leaving and had never sent the keys (we suspected as much as they accidentally sent us an email meant for someone else demanding the keys back and furniture to be moved as someone was about to move in prior to this). We managed to move in on the day in the end as they finally agreed to change the locks. Before we found out the full story, we were continuously lied to and kept getting our date pushed back, but it doesn't sound like they were ever getting these keys and I don't know what would have happened if we hadn't kept questioning the explanations that were being given.

Em · 21 January 2019

★★★★★ 1/5

Trustpilot

Almost 2 Months and still waiting for my money back - Watch out for The Acorn Group

Watch out for The Acorn Group - And not for good reasons I'm afraid.Having moved out of my rented flat in mid-November 2018, I am still awaiting receipt of an accounting error the finance team made.Equally, the service from staff at Acorn prior to check out has been very cold and I am left feeling that I am dealing with an unprofessional organisation.In December, (prior to the standard adjustments upon check out), on three occasions I had to correct the finance team on the funds due back to me, however they had already taken it upon themselves to send the incorrect funds to me and credit the landlord. It is now January 2019 almost a complete 2 months of chasing and no clear deadline as to when I will be credited my funds. They are saying that they have to ask the landlord for the funds back, but won’t take ownership that this is their error or use the funds from the landlords portfolio to credit me.I've never experience this before and welcome hearing from anyone as to how I can get my money back.

Scott · 7 January 2019

★★★★★ 5/5

Trustpilot

Josh has been very helpful and…

Josh has been very helpful and understanding with our rental search and listened to our needs. Great service 👍

Charlie · 6 May 2022