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Review summary
Acorn Estate Agents has mixed reviews from customers. Customers particularly appreciate service and professional, though some mention concerns about communication and customer service.
The staff at the Acorn Rainham branch are a credit to the sector, from our initial talks with Kieran through to Mark and Remmi when completing. They all went above and beyond to make sure we was fully satisfied and always kept us updated.
In this process we had dealt with several estate agents and by far Acorn Rainham were the best.
If we were to need an estate agent again. Acorn Rainham would be our top choice and would highly recommend them.
Well done Mark, Kieran and Remmi
Thankyou so much
Lee & Alice
I have dealt with multiple estate agents in the past, and I found the staff at Acorn Rainham branch exceptional. Mark and Kieran were professional as well as very friendly and easy to get on with. They kept me informed the whole time, which other agents have not.
I would use them again in the future
I had an excellent experience with Acorn Real Estate Group, and I want to especially thank Mark, Kieran, and Remmi for their outstanding support throughout the process. From start to finish — and particularly up to the exchange of contracts — their professionalism, responsiveness, and dedication were second to none.
They kept me well-informed at every stage, provided honest and clear advice, and were always available to answer my questions promptly. It’s rare to find a team so committed to client satisfaction. Thanks to their hard work, the process was smooth and stress-free.
Highly recommend Acorn and this fantastic team for anyone looking for reliable and genuinely supportive estate agents.
Acorn Letting/Sales agents are great, however, the property management is awful.
They are always slow to respond. This time they deducted repair cost without contacting me. When I requested how they could proceed without the consent from the landlord they insisted they confirmed over the phone.
My house valuation was carried out by Leon. In my opinion, he carried out the most efficient service of the 3 valuations that I had requested. He was armed with documents containing similar properties to mine and a range of stats showing their sold prices.
I felt that Leon’s valuation was the most honest and realistic valuation, based on other properties sold in my area.
Acorn Property Management's Andrew Roberts, my name's Matthew Blaize, The Prince Of Orange SE16. Where necessary I'll use time/date stamped references. Prospective Acorn customer feel free to Gmail me for a totally unfettered testimonial.
2 formal complaint procedures in 15 months. When freeholders have to explain to A.P.M UK property law in my humble opinion THEY HAVE NO SERVICEABLE BUSINESS MODEL.
26th November 2019 17:22pm received the following email from Acorns accountant,
"Therefore the £14,654.54 was always in the one account but not allocated correctly on our system. As you quite rightly mentioned, it was acknowledged that we had received the funds at handover and I hope this is no way in dispute. I believe the error is on our part by not allocating the funds received at the time to the correct account on our system. Furthermore looking at the narrative for the transfer, I can see that this may also be misleading as it would suggest the funds were only just received at the time of entry".
For context, a non accountant freeholder called out Acorn's accountant. The £14,654.54 error he had failed to spot for himself for 3 YEARS. Shameful!
Our director sent an email to the same accountant on 19th October 2019@ 3:29am explaining as freeholders the ground rent invoices sent to 10 x freeholders was not applicable under UK Property law, and could a refund be arranged for anyone who paid the demand. Yes you read that right, we as customers had to explain to our property experts that UK freeholders don't pay ground rent. Incompetence on a monumental level.
Our building went from self management to Acorn in April 2017. At our insistence we requested for 2 Acorn A.M's to attend site 5th April 2017@ 11am for a walk around. This was due to the fact we had historical issues with the roof which it was imperative they be made aware of. We reasoned only an idiot would try to explain the condition of a roof from the ground. From the roof they were told all roof structures had been completely replaced at the cost of approx £200k and was still under a 12 year warranty, and any work other than by the roof contractor would invalidate the warranty. 4 years later 2 new freeholders got it into their heads the building needed a 10 year health check. Acorn recommended a surveyor @ £850. On the strength of their report our directors called for funding for £35,000. £18k earmarked for future roof maintenance. The survey for the roof was conducted from the pavement, (see my earlier comment) even though Acorn or myself could/should have arranged access to the roof. When questioned at an account review meeting why Acorn hadn't given the surveyor visibility of the documentation/ guarantees they held on our behalf once they read their surveyors report, "Acorn could offer no answer". The call for funding was of course abandoned and money collected via a payment plan during the pandemic when people were on reduced furlough salaries or made redundant was returned to freeholders. Ruinous!
We made Acorn re-tender for the contract April 2020. So keen to secure our business they made written assurances of enhanced SLA's regarding improved response times to emails, site visits and the delivery of an online portal. None of these written assurances were delivered/kept/met and we were told by Acorn because they were in breech of these enhanced SLA's we had the right to terminate our contract early. Cretinous
Our building was self managed 23rd June 2016 when it flooded. In 25th July 2021 Acorn managed it when it flooded again. As amateurs we managed the 10 month process to the satisfaction of all affected freeholders. In 2021 the first thing our insurers did was to classify the incident as a flood and not as storm as they did in 2016. The excess for storm damage is £100, for flood potentially £23,000. During a zoom meeting 27th August @ 2pm we asked our account manager what Acorn's expert advice/strategic response to our insurers would be."Well obviously we need to discuss how you are going to raise the £23,000", and that was it. I emailed Sun 29th Aug 14:44pm sacking Acorn from all flood related issues and handled it ourselves. We held our insurers to the wording of our contract. Within days they admitted they had, "misread the ambiguity of their contract and the liability due was indeed £100 not £23k. Masters of diaster.
September 2021 Acorn served notice our account was no longer financially viable for them. The same account they'd given multiple fruitless assurances to secure 19 month earlier.
Acorn needs to assess how they add value when we've repeatedly proved we achieved much greater results without their involvement. They need to understand the difference between a fee and a donation. From small Acorns huge plon*ers grow. Andrew, that's your cue.
Used Acorn to let a property we own. Letting process was ok, though they were extremely pushy in trying to sell additional services such as rent guarantees and condition reports. Even attempted to get me to indemnify them for anything related to the tenancy because I wouldn't agree to additional chargeable services.
But they found a tenant quickly and all seemed well.
But their property management service is a joke. Had a leak in the roof of the property and it took them 12 days to get a quote from a contractor. And the level of communication during this time was very poor.
Finally received a quote from a contractor at £1,600 plus VAT but got the job done for a total price of £1,150 by another contractor. I guess their quote includes the commission the contractor has to pay them!
During this process, despite escalating to management, they displayed complete indifference to any possible damage being done to our property by further rain ingress and communication was terrible.
Postcript. Thanks for the response Andrew. Only thing I would say is that if my company were being rated bad by 53% of all reviews on Trustpilot, I would be slightly less comfortable that high standards are your norm. I appreciate this will include tenants, buyers and sellers, but it's hardly a great statistic is it?
Used Acorn to sell a recent property, had no forward chain. Were very easy to deal with, didn't have to chase them once. The sale was an incredibly simple one, and had very little dealings with Acorn, but whenever I did they were easy to contact, responded straight away and professional
Acorn was one of three estate agents who worked on the sale of my house. Taylor Moutarde identified the final price it sold for in his original estimate, where others had stated more but did not deliver. Taylor then went more than the extra mile in securing a sale and then getting it through when the buyer's solicitor was repeatedly failing to respond or communicate. I would recommend him very highly.
What can I say about the 5 star service I received from Acorn, Kennington.
There are not enough words to describe the exceptional customer service, advice, support, patience, knowledgeable expertise and friendliness that I received whilst dealing with them.
My journey started with them in October 2020. I had been passed on their details from a friend and contacted them immediately for an evaluation.
Adam Gould the Manager of the Kennington branch came out within a few days and did a thorough evaluation. He was very open and transparent but also showed his vast knowledge of the industry and the property that I was selling and informed me of the things that I needed to do to maximise my sale chances.
I have been on a journey with Acorn for just under a year now.
We started during the pandemic, had umpteen lockdown downs, but their service never ever faulted! I was in the best hands ever!!
It was my first time selling a property and there were so many variables that I encountered during this process that without the Acorn team I am not sure I would have been able to sell my property.
They followed strict Covid guidelines, always provided me with feedback from prospective buyers and were very accommodating when booking viewings as I was working from home.
In the early stages of the process the first buyer pulled out of the sale and the team were really good in supporting that journey but also managing my expectations.
At that point I was ready to give up, but I listened to the expertise of Adam and he never steered me wrong. His 25+ years in the industry stood me well and his newly appointed staff member Sophie was able to secure another buyer who also offered the asking price.
The journey to say the least was bumpy and at times utterly frustrating but that was nothing down to Acorn that was through external parties and factors that were out of both of our controls.
But honestly without Adam always being on hand (sometimes out of working hours) sending emails and making calls to the solicitors and the buyer, pushing the process through the most difficult of times the sale would not have been completed.
He was literally a god send!
I owe him and his team so much more than this review.
There are a plethora of estate agents in Kennington all next door to each other, and I have been in contact with a fair few of them but have never received the level of customer service and genuineness that I had when I used Acorn.
If you are looking for an estate agent that goes over and above for their clients and takes a genuine interest, cares about both parties and is passionate about the industry that they work in and the outcomes that they achieve then please use Acorn. I promise that you will not be disappointed.
I am forever indebted to Godefroy Herissay, Sophie Fowler and owe everything to Adam Gould.
WOW! Daniel at Acorn Grove Park, thank you is not enough. Daniel Milligan was so knowledgeable, helpful and kept us calm and informed throughout the selling process. We lost our original buyer and in a matter of days we were back under offer with another after he secured new viewings. Any problems in our chain were dealt with quickly, help given and advice. Couldn't ask for more!
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