Thornley Groves
Manchester Northern Quarter, Manchester, M4
2.9/5, 32 reviews
50% recommended
100% lettings valuation accuracy
73% lettings fee satisfaction

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“Desperately trying to renew a tenancy agreement, I've even found ......”

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May 21,2014
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By: 'Andy'
May 21,2014
1 people found
this helpful
Desperately trying to renew a tenancy agreement, I've even found the new flatmate.

I've been calling for 2 weeks continuously put through to voicemails which are never responded to. When asking to speak to AN ACTUAL PERSON, I was rudely spoken to and informed that I was being a nuisance.

At this rate I'll be on the street before I sign any form of contract. Horrendous.
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By: Thornley Groves Customer Care Manager
May 22, 2014
Dear Andy,

Firstly, thank you for writing this review on AllAgents. Whilst I am naturally disappointed that the review is not a positive one, you have given me the chance to rectify your complaint.

I believe we have already emailed each other (21st May) and the matter is under resolution. Once we have confirmation from the Landlord that you can renew the tenancy, we will let you know. I would like to give you my assurances that the relevant staff are dealing with the matter and I am also keeping a close eye on it.

Perhaps this review was written before you and I corresponded. If not, and you are still dissatisfied with our service, please let me know. However, I believe we are all working together to help you to renew your tenancy as soon as possible so that you can continue to enjoy living in the property.
As mentioned in my email to you, I sincerely apologise if a member of staff was rude to you and can assure you that this is not acceptable. We pride ourselves on providing excellent customer service, so it is disappointing that you feel we have failed in this instance.

When the new Tenancy Agreement is sent to you I will ensure that you receive our Property Management Department Contact Sheet. Then you will always know who to call, depending on the nature of your call. If in doubt, you can always call me!

Kind regards
Sophie Chinnery
Customer Care Manager
0161 942 4121
07799 885 147
[email protected]

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Latest Reviews

View all Reviews 32
19th Dec 2023
reviewed by 'Cal'
“Useless estate agent if you looking for someone to manage your property. Irresponsible and don’t care about landlord. They ......”
28th Aug 2019
reviewed by 'Luciano'
“Before my letting agreement start was everything perfect but after move I found a very bureaucratic company with a lot ......”
2nd Jan 2016
reviewed by 'Happy'
“My partner and I had been given the horrid surprise of having our rent raised by £200 by our previous landlord ......”
19th Nov 2015
reviewed by 'Beth'
“I had a great experience using Thornley Grove - Marc was very supportive throughout the process and did his best ......”
8th Nov 2015
reviewed by 'Carine'
“I went to the agency to find a new flat in Manchester for my partner and I. We had quite ......”
8th Nov 2015
reviewed by 'Olivia'
“Myself and my boyfriend booked some viewings for one bed flats through the Thornley Groves site, whereby we did not ......”
Opening Hours
  • Monday: 08:30 - 18:00
  • Tuesday: 08:30 - 18:00
  • Wednesday: 08:30 - 18:00
  • Thursday: 08:30 - 18:00
  • Friday: 08:30 - 18:00
  • Saturday: 08:30 - 17:00
  • Sunday: Closed
Address

Thornley Groves
84 Tib Street
Northern Quarter,Manchester
Greater Manchester
M4 1LG
0161 245 1111

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Performance statistics
Services Valuation Accuracy Fees Satisfaction Min Price of property reviewed Max Price of property reviewed
Lettings 100% 73% £595 £1,400
Review statistics
From Landlords From Tenants From Vendors From Buyers Other
3 1 13 15 0 0 0 0 0 0
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“Useless estate agent if you looking for someo......”

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Dec 19,2023
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By: 'Cal'
Dec 19,2023
0 people found
this helpful
Useless estate agent if you looking for someone to manage your property. Irresponsible and don’t care about landlord. They don’t do anything and the so called property manager are just useless and most unhelpful team....
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“Nice in beginning but became a nightmare...”

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Aug 28,2019
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By: 'Luciano'
Aug 28,2019
0 people found
this helpful
Before my letting agreement start was everything perfect but after move I found a very bureaucratic company with a lot of useless process and complicated staff. When I moved I found the house really dirty. I paid another person to clean and I also helped. ...
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“My partner and I had been given the horrid surprise ......”

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Jan 02,2016
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By: 'Happy'
Jan 02,2016
0 people found
this helpful
My partner and I had been given the horrid surprise of having our rent raised by £200 by our previous landlord and needed to find a new property quick. We began our search and were constantly let down by other estate agents. They wouldn't call back, ...
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By: Emily Sparrow
Feb 26, 2016
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Many Thanks for taking the time to post a review in relation to the great service you have received from Laura! I am really please you are satisfied and we meet your expectations. We are always here to help and we hope everything is going well for you! Kind Regard Emily Sparrow Customer Care team.... ...

“I had a great experience using Thornley Grove - Marc ......”

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Nov 19,2015
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By: 'Beth'
Nov 19,2015
0 people found
this helpful
I had a great experience using Thornley Grove - Marc was very supportive throughout the process and did his best to make it as stress free as possible. Thank you for your help and we look forward to moving into our new home!...
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By: Emily Sparrow
Feb 26, 2016
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Many Thanks for taking the time to post a review in relation to the great service you have received from the team here at Thornley Groves. I am really please you are satisfied and we meet your expectations. We are always here to help and we hope everything is going well for you! Kind Regard Emily Sparrow Customer Care team ...

“I went to the agency to find a new flat ......”

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Nov 08,2015
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Laura
By: 'Carine'
Nov 08,2015
0 people found
this helpful
I went to the agency to find a new flat in Manchester for my partner and I. We had quite some time to find a flat but we knew that nice properties in Manchester could be gone very quickly. Laura sent me all the properties ...
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Comment on agent fees
You never want to pay fees, but obviously you have to. Laura wa very clear about everything we would have to pay (the same day to secure the property, and on the move in date).
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By: Emily Sparrow
Feb 26, 2016
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Many Thanks for taking the time to post a review in relation to the great service you have received from Laura! I am really please you are satisfied and we meet your expectations. We are always here to help and we hope everything is going well for you! Kind Regard Emily Sparrow Customer Care team ...

“Myself and my boyfriend booked some viewings for one bed ......”

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Nov 08,2015
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By: 'Olivia'
Nov 08,2015
0 people found
this helpful
Myself and my boyfriend booked some viewings for one bed flats through the Thornley Groves site, whereby we did not recieve any form of confirmation. Dissapointed, we rang up and booked over the phone. Didnt catch the name of the female receiver on the phone, ...
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“Marc is very helpful in organising the viewings and answering ......”

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Nov 07,2015
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By: 'Juan'
Nov 07,2015
0 people found
this helpful
Marc is very helpful in organising the viewings and answering all the questions I have regarding the property. I strongly recommend him and the agency for your choice of new home in the future!...
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“Marc was very friendly and polite when showing us round ......”

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Nov 04,2015
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By: 'Jo'
Nov 04,2015
0 people found
this helpful
Marc was very friendly and polite when showing us round a couple of properties, he is great at what he does, we felt very at ease when dealing with him, great smile.*...
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Comment on agent fees
Ridiculously overpriced
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“Contacted virtually all estate and letting agents in Manchester over 2 ......”

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Oct 31,2015
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Laura
By: 'Tenant'
Oct 31,2015
0 people found
this helpful
Contacted virtually all estate and letting agents in Manchester over 2 month period Autumn 2015 trying to secure an apartment to rent (including those with 4 & 5 star reputation!). Only Thornley Groves gave me regular contact and communications and secured me an apartment. Whereas other estate and letting agents (...
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“Abigail was a fantastic agent. I've dealt with so many ......”

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Oct 30,2015
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By: 'Stella'
Oct 30,2015
0 people found
this helpful
Abigail was a fantastic agent. I've dealt with so many estate agents in the past, and she stood out as being genuine, honest, and highly competent. It was refreshing to have such a positive experience, and Abigail has left me with an excellent impression of ...
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“Laura (Murphy!) was super helpful, picked me up for my ......”

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Oct 28,2015
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By: 'Claire'
Oct 28,2015
0 people found
this helpful
Laura (Murphy!) was super helpful, picked me up for my appointment, was genuinely trying her best to find me and my partner a new apartment. We found the perfect place thanks to Laura, I couldn't be happier with her customer service and invaluable help....
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Comment on agent fees
Discount on fee's much appreciated however do find the admins fees quite high!
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“Following an earlier enquiry more than a month back, Marc ......”

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Oct 26,2015
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By: 'Ryan'
Oct 26,2015
0 people found
this helpful
Following an earlier enquiry more than a month back, Marc sent regular updates with possible properties. When I enquires again in person in the office he was able to make two appointments for the next day for two properties that suited my needs. As I ...
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“Abigail was there since day one to provide support and ......”

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Oct 16,2015
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By: 'Neofytos'
Oct 16,2015
0 people found
this helpful
Abigail was there since day one to provide support and detailed information through this process. Always cheerful and ready to help she made the procedures clear and neat. Definitely the best agent i ever had to deal with. 10/10...
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“The property in question is a two bed flat on ......”

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Oct 16,2015
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Oliver
By: 'cdlynham'
Oct 16,2015
0 people found
this helpful
The property in question is a two bed flat on the border of the Northern Quarter in Manchester. It was for my son until he got married earlier this year, so this whole process was new and a little daunting. Oliver came and clearly explained ...
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Comment on agent fees
There is a large rental market in Manchester especially with the universities, hence the agents need to be competitive and flexible so I was able to negotiate what I felt was a good deal. Oliver was very relaxed and easy to deal with when it came to discussing the agent fees.
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“Integrity and honesty is what you want from an agent ......”

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Oct 16,2015
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Oliver
By: 'John'
Oct 16,2015
0 people found
this helpful
Integrity and honesty is what you want from an agent and Oliver at Thornley Groves has both. Rented the property within 2 weeks from initial visit and the team have done a nice job with settling in new tenant and have generally exceeded my expectations. Thank ...
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“An absolutely disgusting service that still hasn't ended. Dates to ......”

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Oct 12,2015
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By: 'jmsdool'
Oct 12,2015
1 people found
this helpful
An absolutely disgusting service that still hasn't ended. Dates to move in changed with less than 48 hours notice, flat dirty upon arrival, numerous maintenance issues still not resolved. Inventory still not returned, moved in mid June and now its October. Over charged me and failed ...
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By: Sophie Jones
Oct 13, 2015
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Hello jmsdool. Thank you for writing your review on AllAgents and mentioned in my email to you on 5th August, you have received apologies from myself, Adam Snape and Rhea Kennedy for the inconvenience you encountered moving into the property. As previously mentioned, as soon as we realised the condition of the property would not be acceptable, we tried to re-arrange the tenancy start date. This was not an option for you so we tried to limit the inconvenience as much as possible. The day that yo ...

“I originally sent a request through rightmove to view a ......”

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Apr 16,2015
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Laura
By: 'Danielle'
Apr 16,2015
0 people found
this helpful
I originally sent a request through rightmove to view a property, which led to a follow up call from Laura Moar. In recent weeks I've had numerous other calls from letting agents arranging viewings but Laura was the first person to actually sound interested. That's ...
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“Fantastic team work from Thornley Groves;-Marc at the Northern ......”

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Mar 30,2015
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By: 'Tony'
Mar 30,2015
0 people found
this helpful
Fantastic team work from Thornley Groves;- Marc at the Northern Quarter branch assisted in re- marketing our property and advised us on an achievable rent which was better than we were thinking originally. Blair Gray a consultant at Southern Gateway Branch managed to find ...
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Comment on agent fees
Seems reasonable bearing in mind the superb service.!!
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“Very poor communication throughout the application and tenancy. Just to ......”

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Nov 06,2014
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By: 'JH'
Nov 06,2014
1 people found
this helpful
Very poor communication throughout the application and tenancy. Just to get through to the office takes multiple attempts and they never ring back despite promising to do so. We had multiple issues within our flat from the start and the maintenance team were completely useless ...
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What agent could do to change your mind?
More professionalism - don't say you'll ring back and then don't. Customer care - sort issues out promptly and follow up after work has been carried out to ensure things are sorted.
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Comment on agent fees
Expensive, but better than a lot of other agents.
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“I have rented properties from some pretty bad estate agents ......”

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Sep 04,2014
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By: 'Henry'
Sep 04,2014
2 people found
this helpful
I have rented properties from some pretty bad estate agents before, but I have to say the Thornley Groves are the absolute worst by a mile! I am normally a very reasonable person, but the amount of unnecessary stress that Thronley Groves has put me ...
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“They really wouldn't know customer service if it slapped them ......”

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Aug 28,2014
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James
By: 'Simon'
Aug 28,2014
3 people found
this helpful
They really wouldn't know customer service if it slapped them in the face. I have lived in this flat for over 3 years. Most of the time everything is fine...it's a bit noisy and the flat needs a refurb, but rent is cheap enough. Any ...
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“Currently trying to leave a Thornley Groves managed tenancy to ......”

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Jul 24,2014
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John
By: 'mrmatt'
Jul 24,2014
1 people found
this helpful
Currently trying to leave a Thornley Groves managed tenancy to let with a more scrupulous agent. Apparently Thornley Groves are now so bold as to charge £36 for a tenancy reference! A task that literally takes about 2 minutes on the phone and that most other agents ...
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Comment on agent fees
A tenant referencing fee of ‚£36 is outrageous .
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“Terrible communication, flat found in a disgusting state including vomit ......”

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Jul 22,2014
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Lyn
By: 'Lauren'
Jul 22,2014
2 people found
this helpful
Terrible communication, flat found in a disgusting state including vomit on furniture and personal sanitary items across the floor. Took a month for them to send in work men who were terrible at their job e.g stuck a glass table together with silicone. Rarely ...
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“Overall a very poor agent, we started our tenancy happily ......”

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Jun 09,2014
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By: 'Dan'
Jun 09,2014
1 people found
this helpful
Overall a very poor agent, we started our tenancy happily enough after dealing with a very friendly girl from the Tib street branch, who no longer works there. That is the only positive thing I can think of to say about this particular agent. From ...
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What agent could do to change your mind?
Respond to issues which would be deemed more important faster, eg Hot water and Electricity. When you replace maintenance managers, let tenants know so they have the relevant number to call. Don't ignore issues raised within the first week, and completely leave them for 12 months (or more) Give out the emergency contact details upon the start of the tenancy...
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By: Dan
Jun 10, 2014
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I wish I could edit my previous rating to 1, after writing the review and trying to follow correct leaving procedure, I have been ignored for close to a week now, I 'have got to' pay a reference/leaving fee and I am not sure who this needs to be paid to, tried to find out, got the email address of the person, sent them a simple message asking for assistance...5 days later, still no reply. The resonse time from this agent is terrible, when they want something from you, its expected within the ...

“Avoid, Avoid.The WORST letting agency in Manchester. - flat ......”

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Jun 06,2014
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By: 'Joe'
Jun 06,2014
2 people found
this helpful
Avoid, Avoid. The WORST letting agency in Manchester. - flat was left SPOTLESS but we were charged £30 for a "general clean" + £35 Tenant servicing fee (fee allocated to the works that were carried out (nonsens) ) - poor customer service ( answering) - Terrible in dealing with maintenance ...
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“Desperately trying to renew a tenancy agreement, I've even found ......”

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May 21,2014
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By: 'Andy'
May 21,2014
1 people found
this helpful
Desperately trying to renew a tenancy agreement, I've even found the new flatmate. I've been calling for 2 weeks continuously put through to voicemails which are never responded to. When asking to speak to AN ACTUAL PERSON, I was rudely spoken to and informed that I ...
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By: Thornley Groves Customer Care Manager
May 22, 2014
View all comments (1)
Dear Andy, Firstly, thank you for writing this review on AllAgents. Whilst I am naturally disappointed that the review is not a positive one, you have given me the chance to rectify your complaint. I believe we have already emailed each other (21st May) and the matter is under resolution. Once we have confirmation from the Landlord that you can renew the tenancy, we will let you know. I would like to give you my assurances that the relevant staff are dealing with the matter and I am also k ...

“I have had a leak in my kitchen for almost 3 ......”

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Mar 13,2014
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James
By: 'Simon'
Mar 13,2014
2 people found
this helpful
I have had a leak in my kitchen for almost 3 weeks. It took 10 days of my nagging to get a plumber who came for 5 minutes and said he didn't know. No further updates...in fact no updates ever. I have called them about 8 times - ...
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What agent could do to change your mind?
have an incident management system with SLAs. if i report a problem - i expect a resolution quickly. i expect you to chase for it and me to not have to chase you. an online reporting and tracking system would be useful. and for a leak coming through the ceiling...a 48 hour SLA to get it totally fixed!
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By: Thornley Groves Estate Agents
Mar 14, 2014
View all comments (1)
Thanks for posting Simon, I've investigated the matter that you posted this morning on all agents, it does appear it has received our full attention and we have been doing everything we can to help resolve the matter. As you know the source of the leak is not within your property or any property we manage so we are relying on the actions of others to have this fixed. i understand that it is not an emergency repair and that the leak is not constant and there is no risk of flooding, if that is ...

“Absolute incompetence from start to finish.- Mould issues covered ......”

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Jan 09,2014
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Rebecca
By: 'antbonc'
Jan 09,2014
2 people found
this helpful
Absolute incompetence from start to finish. - Mould issues covered up by paint only to reoccur numerous times - never able to contact landlord when we had issues but miraculously he was always available when it came to getting more money out of us - ...
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“Shocking. 4 months without hot water. Now they have charged us £164 ......”

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Sep 13,2013
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Sean
By: 'Huw'
Sep 13,2013
3 people found
this helpful
Shocking. 4 months without hot water. Now they have charged us £164 on leaving the property because the floor was 'dusty'. £35 charge to arrange getting the floor cleaned. Basically they are robbing people and getting more money for their landlords...
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“Horrible service from Thornley Grove. They had no idea what ......”

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Sep 03,2013
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By: 'Nadia'
Sep 03,2013
4 people found
this helpful
Horrible service from Thornley Grove. They had no idea what was included with the property when we initially moved. Left the house in an incredibly dirty state (absolutely filthy), therefore forcing us to clean the entire flat when we initially moved in. Also left us ...
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What agent could do to change your mind?
Ensure that they have information about the flat they are letting out, not lie about what is and isn't available, ensure that the property is clean before letting it, ensure that broken furniture is sorted before tenants move in. Then don't inappropraitely take money out of tenants deposits for cleaning especially when you left the flat in such a state beforehand. They dealt with any issues with no credibility or honesty.
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No fees information available
Kindly note that legally, letting agents need to publish information about their tenancy fees, government-approved redress schemes and client money protection schemes on their website and on third party websites (on which agents are listed). For properties to lease/rent in England, agents need to keep this information up to date and precise on allAgents or specify within the property description.

Complaints Procedure

No procedure set.
Last updated at 3:59 PM 01/12/2016 by Hannah Marsh

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