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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 don't normally write things like this, but ive not had the greatest experience with this estate agent. From the beginning I have never experienced such poor customer service and lack of communication from an estate agent. We were rushed in signing the contact and transferring the deposit and then heard nothing. The date we where meant to move in/ get our keys where soon approaching on the 25th April 2018. I had been chasing the estate agency and there replies where very slow and they just blamed the landlord. We eventually got the keys on the 28th April after the date we where meant to of got them. We received the tenancy agreement and asked for the date that the money is paid on from the 28th to be moved to the 3rd of each month, as my partner and I don't get paid till the last day of the month. We then received an email say that we owed an extra £266 on top of our rent on the 3rd of June. We weren't told at the time that when we changed the date from the 28th to the 3rd that we would then have to pay extra. This was then paid, From them on pretty much every month we receive an email saying from either same person or a different member of staff, saying we are in arrears when in actual fact our rent is paid on time and on the 3rd of each month. I then have go through the process of sending correspondent's from previous email conversations and bank statements, otherwise they don't believe that this is the case. Last email in December they said they would inform the account department that this need to be change manually. But yet I have now received an from Acorn again. So fed up of having to do this every month or so. Its so time consuming and stressful.
Hi, Not sure why everybody's complaining about this estate agency. I dealt with Damian (London-Kennington branch) and I have to admit he's been really helpful, he tried to talk with the landlord trying to meet our offer. In the end, he managed to convince him to accept our offer (after refusing it the first time) but unfortunately, it was too late as we already arranged with someone else.
No issues in terms of money either, holding deposit been refunded after a couple of days.
All positive from us
Absolutely terrible in every way possible. They don’t know what they’re doing and haven’t sorted anything. We’re paying for the most expensive apartments in the city we live in and everything ( including water ) keeps going down, it’s been months and they haven’t done anything at all to sort it or fix anything. Going through documents with them was terrific, they can’t keep up with dead lines for contracts etc. They keep trying to charge us for things we don’t owe them.
Absolutely horrific
We used the Dulwich Office and Paddi and Martin have been wonderful. We had more people look at the house in one week than we had had in the previous 2 years. They really made things happen and must have sprinkled a little magic dust on the place because it sold! The staff were really helpful at all times and all the information that we or the buyers needed was to hand. I cannot sing their praises highly enough. Please keep going this way guys!
Have been trying to get an issue resolved for 4 months now, every time we contact someone we're told it'll get passed on and someone will be in touch, never happens. We're calling at least once a week at this point, often more, and I don't know what to do anymore, nobody seems to want to help.
Also had lots of issues trying to move in, was told we couldn't move in on the date our tenancy started because originally the keys from the last tenant hadn't arrived to the landlord in time, then we were told it was because the builders hadn't finished everything in the kitchen and it was unsafe (the only things that needed doing before we moved in was installing the fridge and the extractor fan, they had about a month to do this from putting down the deposit to moving in), and then we were told the landlord hadn't sent the keys yet, and they might be here in time, but they might not. We were told all of this this the day before our move in date, we'd already hired help and had furniture deliveries coming. In the end we got the real reason from someone else at the company, the last tenant had been unreachable since leaving and had never sent the keys (we suspected as much as they accidentally sent us an email meant for someone else demanding the keys back and furniture to be moved as someone was about to move in prior to this). We managed to move in on the day in the end as they finally agreed to change the locks. Before we found out the full story, we were continuously lied to and kept getting our date pushed back, but it doesn't sound like they were ever getting these keys and I don't know what would have happened if we hadn't kept questioning the explanations that were being given.
The initial agent was quite abrupt and did not honour us with much time when viewing the flat. The answers provided was quick and he was just at the door to leave the flat. Acorn is using another company for referencing process and will ask you to contact them yourself, meaning that you have to present your personal information to acorn and another company. They initially asked for certain documenta and then .. for more if the evidence is not satisfactory. Once all the references are completed they then assess your income (they don't do it once acorn receives your documetns, but they wait for referencing company to tell you that you cannot afford it - that is poor service and waste of your time). Other real estate agencies do everything internally and tell you once they have seen your bank statement that you cannot afford it. The fee is refundable and not extremely high (120 per person), although they apparently take up to 5 weeks to return the referencing fee should you not get a house (they should probably pay you extra for holding the cash that long). Overall, average service.
My answer:
Thank you for your reply. You are not correct saying that the fee is usually non-refundable. In the email says: 'refundable' if the landlord or agent withdraws the offer, but not if the tenant withdraws the offer. If you claim that you are doing a favour to a potential tenant by refunding the money I think it just your way to present Acorn in a good light. If you had not refund the money that means the client loses 120 pounds with no gain. And that is a way most real estate agents take advantage of tenants looking for houses, take high fee and retain it even if tenant does not get the property. Why the agent should wait to close the deal to ear money? That does not sound like a great business practice for tenants no matter how you explain retaining 120 pounds for giving nothing at the end. Usually agents say it is 'to cover our expenses'.. but 120 per person is potentially quite a lot if you the deal is not completed. Additionally, if the agent knows the money remains anyway what is their motivation to work hard to seal the deal? None. Then again, the money should be refunded in 2-3 days (that is max time for any bank transfer) and I am certain it takes way longer than that, which indicates that the money is kept for longer than necessary. With using the referencing company you are correct that many agencies do it. That is why the ones which do it internally (like Foxtons) beat all these other agencies. Their fee is higher but worth the service. On the good note, Acorn was professional in their responses and dealings but the policies and ways of working could be improved to compete with other real estate agents in the market.
Worst ever property management service and horrible staff. Agency is so favourable to landlords and are not at all considerate to tenants. We had massive water leak and half of false ceiling fell down mid nite in living room due to rain and some builder left work half done repaired upstairs. No emergency number worked nor the landlord responded and water was dripping from electrical lamps. I and my pregnant wife were left with no help and hazardous to stay at home. This happened on Saturday and I had to leave email to agency and couldn’t do much. Got call from agency on Monday with simple inconvenience apology. Eventually the fix took 20 to get back to original and when we asked for compensation, team lead of acorn was so rude to me saying it’s all owner side and she can’t do much and house was in habitable state where actually we had just one room and difficult for my pregnant wife to move around. It’s so evident that owner pays this agency money so they can go to any level to support them though they are wrong. At the end they wrote email again favouring owner saying they have gone above and beyond to help and are willing to reduce £100 in the rent for one month (of £1275) which is so cheap. Also email they write is so rude and unmannered favouring the owner.
Truly one of the worst companies I've had the displeasure of dealing with
The past year of renting a property through Acorn has truly been a nightmare. Any 'customer service' they claim to champion is a facade. I have dealt with numerous agents at this company and each and every one seem to impart the same Acorn culture message: money first, customers second.
It seems utterly unbelievable that I had to wait four months to receive my deposit back because of miscommunication, apathy, and incompetence. The hours I wasted asking again and again for progress and updates to no avail are only slightly made better by leaving this scathing review in the hopes anyone contemplating entering into a contract with Acorn will think again.
Trafford House in Basildon is the most mismanaged property I have ever rented. Full stop. Every time I would try to contact an agent or raise an issue I would be met with rudeness and lack of action. I can't even count the number of amount of times I was promised that the property manager would call be back and never did. On the rare occasions when she did, she was consistently rude and unhelpful.
To finish, without naming any names (I believe it's against TrustPilot guidelines), I would like to thank the final agent I dealt with as she was always friendly in my dealings with her. A breath of fresh air!
Almost 2 Months and still waiting for my money back - Watch out for The Acorn Group
Watch out for The Acorn Group - And not for good reasons I'm afraid.
Having moved out of my rented flat in mid-November 2018, I am still awaiting receipt of an accounting error the finance team made.
Equally, the service from staff at Acorn prior to check out has been very cold and I am left feeling that I am dealing with an unprofessional organisation.
In December, (prior to the standard adjustments upon check out), on three occasions I had to correct the finance team on the funds due back to me, however they had already taken it upon themselves to send the incorrect funds to me and credit the landlord. It is now January 2019 almost a complete 2 months of chasing and no clear deadline as to when I will be credited my funds. They are saying that they have to ask the landlord for the funds back, but won’t take ownership that this is their error or use the funds from the landlords portfolio to credit me.
I've never experience this before and welcome hearing from anyone as to how I can get my money back.
Awful service, have been quoted for work that was never done (found out from the tenant), the agent does not respond to emails and argumentative style of speaking on the phone.
Extremely disappointed and would never recommend signing up to this agency.
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