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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.
I had a great experience with Shirin from Acorn Estate Agents. She was very helpful, friendly and informative throughout my viewings and moving date. Thank you for all your assistance in finding the perfect place for me.
It is the worst service I have ever experienced! I warn anyone against using Acorn. I moved out 7 weeks ago from my apartment and I am still waiting for my deposit to be returned to me.
Halfway through my lease, the pipes started rattling with a loud banging sound. It was so loud that all my neighbours complained and I was unable to get any sleep. My downstairs neighbour moved out until I could get it fixed - that's how bad it was. After over a week of emails without any response I was finally told someone would come to check the pipes out. After the plumber saw the pipes they came back to say that they were looking for someone cheaper as this 'had happened before' so they knew how bad it was and took no action to fix it with urgency or even respond appropriately. After another two weeks of pleading with them, it was finally fixed. So that was the first horrible experience where I couldn't sleep in my own apartment for almost three weeks even though they knew this was an issue as it had happened before.
Now that I have moved out and will never do business with Acorn again I face my current problem with this useless agency. It's going on 7 weeks (lease ended 13/06/2020) and I still have not received an updated response after two weeks of emails after agreeing on all deductions as to when my deposit will be returned to me. I agreed to their exorbitant cleaning fee of 211 pounds even after they said the apartment was in great condition just so that I could get most of my money back. Then I had to follow up multiple times over three weeks just to get a confirmation that the apartment had been inspected and I could receive my money back. Then surprise surprise that another "issue" came up only after I emailed them for a response. They wanted to charge me 142 pounds to fix blinds that work perfectly but the mechanism to turn the shutters open was "not working". Again I knew they just wanted to steal more of my deposit so I told them that the mechanism was never used by me so how could have broken it but that they could take the money just so I could be done with them as I knew they just wanted to pocket more of my deposit. After I have been very accomodating to all their unreasonable and exorbitant deductions I still have received no response as to where my deposit is after 6 weeks (going on the 7th week) of moving out.
I again warn you against using them as you will definitely lose money (I'm down 353 pounds), time (6 weeks and counting not including the pipes incident) and sometimes even sleep (like me). I and anyone at my company will not use Acorn ever again and I am planning on writing to our relocation team in our company - as we have many colleagues relocating to London - to blacklist Acorn as a vendor after this experience.
Massive thanks to Louis from Acorn FH for helping out with quick enquiry. He managed to find me a great property, on request came to see me before others to view it. I was treated very politely and professionally. Louis went above and beyond to take the property in a matter of days as i was in trouble and needed to move out quickly. He negotiated the price and got it down for me, and took care of paperwork which made it very smooth. I would highly recommend seeing this guy, as well he helped me with advice to sort out a bad agency problem. Thank you very much.
I’m very frustrated with the continuous and excessive delay in pace and receiving vital information.
Prior moving into our flat we had issues with our property manager. Now we've moved in we still have issues with the same property manager. We receive little to no information on urgent enquiries and are left stuck with no way to move forward.
Our hob is incredibly dangerous and could easily burn the building down. I’ve expressed how hazardous this is on multiple occasions!!! Two engineers have come to the property and confirmed this needs to be replaced IMMEDIATELY. This excessive delay is not only putting myself and my partner in danger but the rest of the neighbours in extreme danger. Your lack of action is life threatening and highly concerning. I’ve asked for a follow up on this and many other things since I’ve move here, which was almost 3 months ago now. I have received zero information!
This matter is urgent and incredibly important. Why isn’t this being take seriously? Would it take a second Grenfell tragedy for this matter to be taken seriously?
The current agent we have isn’t prompt enough in responding and doesn't take any action. I want a different property manager immediately! I ask for this before and was told to be patient due to co-vid 19 but this is now excessive and ridiculous. We cannot continue like this.
They are thieves posing as real estate agents!! When we checked out of our apartment they attempted to exploit us by charging fees for their at attempts to upgrade features in the apartment which they claimed were broken by us but could not substantiate it with pictures. They never answer any emails and when following up after a month where my deposit I was greeted by an aggressive and rude response to wait to stop emailing instead of telling me when I would receive my deposit which I already waited for over a month. DO NOT USE THEM as it will lead to a loss of money.
Such a full of liers been waiting to see the property and the agent didn’t come up and latter lied to me about he was here.
31d Walmer terrace.
Never recommend to anyone.
I am writing to warn you about how deceitful and unprofessional this letting agent (East Dulwich) can be.
After purchasing a property we discovered that Acorn have failed in their duty of care to collect one set of keys (for the letter box) from the previous tenants.
I first raised this issue on the 10th of March, and I was told that the missing key had been posted inside the letter box.
I later found this to not be the case.
In order to gain access to my letter box, (which I'm sure you will understand was quite urgent, since it may have contained important documents regarding our property purchase), I employed a locksmith at my own expense - with their approval.
I spoke to my solicitor who said that this payment should be taken out of the tenants' deposit. I confirmed this with Acorn who said that they would contact the previous landlord. I don't know why my solicitor had to intervene before they can do something about anything - when it was clearly their tenants who created this problem in the first place.
It took until May 26th for a cheque to be sent (11 weeks!!!), on which date it was sent to the wrong address. They allegedly sent it to the locksmith's address but the locksmith never received any cheque from them nor any letter addressed to my name. And as to why it was sent to locksmith - knowingly I've been pestering them about the refund still baffles me.
I have tried many times to contact Acorn to process a new cheque but to no avail.
It is not a large sum of money, but Acorn has consistently ignored and lied about this refund. This problem has been going on for almost 4 months but they still give me a shallow "we will chase this for you" response. Not only did this agency fail in their duty of care with regards to the keys, they went on to send the refund to the wrong address, and further, to ignore my attempts to contact them about it for many weeks now.
THE SIX FAILS OF ACORN - NOT TO BE CONFUSED WITH THE TWELVE DAYS OF CHRISTMAS
The only good thing I can say about Acorn is that we are no longer letting our flat through them. FAIL ONE: Their very aggressive letting agent offered to discount our first month set-up fee from £360 to £199 but they charged us £360 regardless. The letting office denied all knowledge of the discount and it was a battle to get it reinstated. FAIL TWO: We rapidly discovered that almost all our calls and emails to Acorn went unanswered and it was virtually impossible to communicate with them. FAIL THREE: They charged us £180 for a PAT electrical appliance test, and we received no response when we queried it – or when we queried their lack of response. We subsequently discovered the PAT test was not a legal requirement, and that they had not even performed it. They then denied charging us for the test, and we had to prove that they had. FAIL FOUR: They also charged us £210 to apply for a Croydon landlord licence fee on our behalf and then left the application incomplete, whereupon we received a threatening email from Croydon Council demanding immediate payment. FAIL FIVE: They charged us £96 for a plumber’s visit in which the plumber did nothing except suggest spending over £400 on replacement bathroom taps, when we knew that the originals had cost £64.75. When we tried to follow up direct with the plumber he dropped all communication with us. FAIL SIX: Finally the tenant abandoned the flat without notice, leaving it in a filthy state and full of junk, with bathroom fittings pulled out the wall. We notified Acorn by phone and email with photographs of the mess. The tenant then advised both Acorn and ourselves by email that she could not afford to clean it and that we would have to pick up the cleaning tab ourselves. We had it professionally cleaned at our own expense and emailed Acorn on 22.05.2020: “Please advise where we may pick up our keys on 28.05.2020” which was the date the tenancy legally ended. Predictably there was no reply and their local office was closed on 28.05.2020. However, on 29.05.2020 – the day after the tenancy ended - they sent in a check out team who left lights on, drawers and cupboards open, items on the kitchen counter, the toilet seat up and the new throw and mattress cover pulled off the newly cleaned bed – the day before our new agents were due to show it. For this unauthorised incursion, they charged us £159. When we challenged this, they insisted that we were contractually obligated to pay for a checkout. We responded: “What part of “Please advise where we may pick up our keys on 28.05.2020” do you not understand?” I received the response: “I cannot see that you received a response from us to confirm key collection.” Yes, dear readers, you read that right. They didn't have to return our keys on the grounds that they ignored our email requesting the return of our keys! Best of all, Acorn gave the tenant a copy of the check out report as well as a reference, allowing her to pass on the abuse the next landlord.
The worst estate agent that I have ever experienced in my entire life. I’ve never had to deal with estates agents that have been so difficult to get in contact with and then becoming threatening when they don’t get what they want straight away. We are currently going through a pandemic where people are losing there jobs and only getting paid 80% of there wages however Acorn have had the audacity to email us to say they’ve opened up a claim for some money that was still being discussed and they had not answered many questions that We had asked. They left 3 of us in a flat in winter for a week with no heating or hot water and couldn’t tell us who the supplier was and they weren’t able to send anyone out to fix it. I don’t like to name names but Sian in particular has come across as rude, communication and getting the needed information has been very difficult, which I can understand in some regards due to the Covid situation but surely Acorn should be more fair and lenient towards tenants at the moment. We were also getting charged for almost £300 a month for gas and electric when we all work in the day time and Acorn simply didn’t care at all. This is simply disgusting behaviour and I never normally do reviews but Acorn has kept us up at night with anxiety and uncertainty. I want to prevent others from going down the same path and having the same mentally draining experience as us and many others.
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