Thornley Groves Estate Agents
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Systemic incompetence and indifference, avoid letting through this company
If you are a landlord, I suggest you strongly avoid using Thornley Groves to manage your property. If you are a tenant, I suggest you strongly avoid signing a lease for a property managed by Thornley Groves. Here's why: I moved into a flat 66 days ago, and I have several outstanding issues that Thornley Groves are showing little or no interest in solving. These issues have been present since I moved in, and I am reporting them as I find them. They include intermittent hot water and heating, a leaking bath, a leaking toilet and not having all keys to the property. On occasion, I am locked out of my apartment entirely and have no heating or hot water. Thornley Groves Property Management Team have known about some of these issues for over 60 days but are yet to fully rectify any of them. Phone calls, emails and reporting this to their internal system yield no satisfactory results. Requests for updates often go unanswered. In fact, reminding them of their statutory obligations to repair issues within a reasonable timeframe prompts a response of "it is subjective as to what a reasonable timeframe is" instead of an apology that issues are going unresolved for more than two months (which, according to caselaw, would be considered unreasonable). A tenants contract is with a landlord and the liability lies with them, the landlord, for repairing these issues. In my case, Thornley Groves are exposing a landlord to potential litigation for being in clear breach of the lease agreement (e.g. not repairing boiler or bath). As a tenant, you will receive incredibly poor, indifferent customer service from Thornley Groves. If your heating breaks at the height of winter, do not rely on this company for a prompt repair. I know I will receive a standard response to this review saying "Dear Customer... We are disappointed... We value your feedback... Email our complaints team..." but I can assure you pursuing this avenue will not help the issue any more than sending them smoke signals. I am now having to pursue different avenues for a repair, such as the local council.