Thornley Groves Estate Agents Reviews

Unethical and Illegal - do not let your property with Thornley Groves. I am a landlord and rent a number of properties using Thornley Groves. I have found the conduct of Thornley Groves to be unethical, often closer to illegal. All concerns have been raised by their complaint function and are now being escalated to the Property Ombudsman. The errors are persistent and basic - for example, Thornley Groves informed me that the tenants wished to leave at the end of their tenancy in Sept 2024. I agreed with this and stated that I wished to withdraw my business from Thornley Groves at this juncture, and did not wish to re-let the property with them. The contract then ceased and I awaited the check-out report. When I tried to access my property in October 2024, after the contract ceased, the tenants were still present. The tenants wished to stay longer, but Thornley Groves did not inform me of this. I have now had to issue a Section 21, and have been charged by Thornley Groves for contract extension costs (for a contract that I expressed that I did not agree to). As another example, I was charged a £700 for Thornley Groves to re-advertise the property in 2022. The agreement was that Thornley Groves would advertise the property for a 30 day window, with different deliverables listed. Thornley Groves forgot to advertise the property, and therefore the property was left vacant. This is needless incompetence. I agree with other reviewers who state that Thornley Groves overcharge landlords for repairs, and seek the highest cost solution. I have lost thousands of pounds (approx £4,500) due to errors made by Thornley Groves’ staff when sourcing repairs (misdiagnosing an issue). These are simple, but persistent errors. The tenants in the properties are frustrated due to time taken for repairs to be completed. This is as Thornley Groves are sending out excessive and inaccurate quotes for repairs to landlords. As an example, I was quoted £5,000 - £6,000 for a repair that I ultimately sourced myself for under £200.

On viewing our new property, I can’t recommend Kelly McDermott of Thornley Groves Monton enough. We viewed our new property twice and each time was a great experience. Kelly is extremely welcoming, friendly, bubbly and answered all of our questions each time. Thank you so much Kelly for a lovely experience.

Email sent that is clear you need to arrive to the viewing early as the slot lasts 30 minutes. Rep showed up 15 minutes late and then had no key to actually enter the apartment - everyone was told to reschedule their viewing. 1. Wasn't advised this would be a group viewing - all done through an online automated system - no opportunity to ask any questions. 2. Was sent an email to advise the rep would be late at the time he was meant to arrive - saw this after I left the appointment. 3. Rep admitted he had never actually been to the apartment so didn't know how he was meant to enter Really unprepared and unprofessional. No apologies for turning up late, lack of empathy for people that had to take time out of their day. Shows straight away they don't care about having a professional image and I'm not surprised by all the poor ratings because by this first impression I'm not confident they would be helpful in managing a property. Finally - no one actually answers the phone.

Very unreliable, i’ve made more complaints than you can imagine in the past two years i’ve lived in my apartment, they never helped. I complained about a leaking for so long to the point the heater flooded boiling water with my cat in the room (when i complained i mentioned that the leaking could put my cat in danger and they still did not take it seriously). Issues to do with leaking, especially the radiator are of high importance and they mention that these problems of high urgency will be solved in a matter of days but i waited months. my belongings that were damaged during the radiator flooding were never replaced nor was i compensated. this does not even cover half of the problems i faced. when the radiator flooded my bedroom it took them a month to fix it (keep in mind my bedroom was so damaged from the water that they had to remove the flooring and all my belongings were drenched so i couldn’t sleep in my room), therefore i stayed with my friends for the time being. nonetheless i still had to pay the rent in full. And after all of that, a few days later my living room radiator started leaking too and still took them a while to fix. when i found another apartment and moved they sent me pictures of problems with the apartment and mentioned that i had to pay for it. The problems they sent me were the same issues i was complaining to them about. i’m expected to pay for issues that i faced when i moved in?? Overall, they’re very unreliable and unfair and i would never recommend them. My friend wanted to move into an apartment she liked and decided not to after finding out Thronley Groves was the agency responsible for it, because she witnessed the amount of frustration and issues me and my friends had to deal with on a daily basis (a few of our friends were also renting apartments with thornley groves). My lawyer contacted them and explained everything i faced and they still refused to take responsibility. To conclude, find any other agency and don’t make the same mistake i did by thinking the agency would not affect my quality of living that much.

I have been their client for decades; they started well. But in the last 5 years, desperation has turned into greed and covetousness Stealing client's money in the name of maintenance is not the way forward. Recent Quotes from the Agent; Washing Machine; £450 Bathroom tap replacement; £425 I was charged £150 for removing a defective washing machine, yet the leak persisted because they failed to cap the tap. Now, I have another quote from them that includes the capping of the same tap. Also charge £125 for using a silicone to patch a leaking shower (who does such a thing?) Honesty, truthfulness and integrity are the hallmarks of good a business, and they have compromised that, which is shameful!!

Hello I hope I have come to the correct manager but I wanted to reach out about our property manager Tom. We have been a co landlord with my brother in law who owns 1201 Millenuim Tower. I felt I needed to bring this up as Tom has gone well above the service that we as landlord expects. We had a death in the family so we made him aware of the situation and explained we would not be contactable for 2 days. When I caught up with Tom Thursday morning we was pleased to see we had no issues reported that needed attention. He did advise tenants that lights out means they change the bulb. What has really impressed us as a family is the way when you ring or email asking information for our accountant we always get a reply very quickly which we appreciate. We are very lucky to have Tom looking after our property and I hope he doesn’t get moved off our property as it’s the first time we had 100% confidence in Tom decision making and has our full approval up to £150. We never had that with our last 2 managers. He is a great man who you can see has a lot of passion to make our family relaxed knowing it’s in safe hands with Tom. Please share this with him as we feel he’s simply the best Thank you Sui mi Wang

I have found all staff to be helpful and efficient throughout the term

My advice do not use thins letting agency. Please check the contract they miss inform students about the deposit and it turns out it’s non refundable. They then charge extra charges for cleaning on top. But worst of all they left my daughter in a mould ridden room for a year of complaining and then to say after she moved out that the room isn’t safe for habitation. Avoid and go with more trust worthy rental company. We will be writing to the property ombudsman and reporting this terrible company

We had the pleasure of meeting Kelly on a viewing earlier this month. It was new to us having a viewing actually arrive on time or before us! And she was lovely and welcoming. Lovely to meet you Kelly!

Leigh provides excellent customer service. Every issue is dealt with promptly, professionally and courteously, she is extremely understanding and helpful to the customers needs and requests and always goes the extra mile.

Excellent service from the initial phone call to meeting Kelly McDermott at the property, we never felt rushed and Kelly was extremely knowledgeable about the property's features

Good follow up

Amanda helping me to trace the fault case with sincere attitude. Last, try her best to settle the case Appreciated of her helping hands. Thanks very much

Thornley Groves made uni life a living hell. With constant miscommunication and attempts to charge us with money we don’t owe, I have not had one good thing to say about them. One time we had 30 people viewing our house at the same time when there was only supposed to be 2, this was after the agent showed up an hour late to the viewing. I do not trust a single person that works there and they can all get bent

The team are working in a busy area, and they do respond to problems. I think they offer a good service both to the tenants and the landlords.

Imogen Windsor is great. She has my best interest at heart as a home owner and endeavours to do the best for me at all times.

Never answer the phone when try to call to fix a problem. Only open 9 to 5 so if any problem out of hours, have to call someone to fix it yourself. Flat was a mess when we first entered and though we cleaned flat when we left, we were fined saying it was dirty. We appealed this and won the appeal. Atrocious estate agents. Will never recommend renting or buying from them. Terrible customer service.

Recently had a viewing with Kelly McDermott. She was brilliant, answered all the questions we had and has been really helpful 😊

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.