Thornley Groves Estate Agents
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The worst experience ever. Good luck with your money.
We had the worst experience ever with Thornley Groves. In October 2023, the building we were living in was found to have very high risk of fire spreading due to flammable material in both internal and external cladding. As such, we were evacuated and relocated to an aparthotel in haste. It was agreed that the aparthotel was a temporary accommodation, and during this period we would continue to pay the rent as before (i.e. in advance on a monthly basis) until we moved. We moved out in late-November 2023. But it took them 2 months to return the deposit. And that was only after we chased it. There are also hundred pounds of overpayment of rent that should be refunded too, as we did not live the full month. We chased this together with the deposit refund from the beginning, the staff simply ignored this part. They have been very unresponsive. After many emails and calls, they admitted that the landlord owes us the amount. However, they have not been helpful. We need to constantly chase for updates, and all the update we got was basically "no response from the landlord. We do not hold the fund." We chased again in April and May 2024, but we have not heard back from them since then. In our opinion, it is irresponsible to suggest that they have no agency in this situation. They should refund us directly, and resolving the issue of payments with the landlord as a separate issue.