Lois was so informative and friendly
Lois was so informative and friendly, really gave us a good insight to the property and the market. Thank you.
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4.1
Great
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Review summary
Thornley Groves Estate Agents receives consistently positive reviews. Customers particularly appreciate professional and service, though some mention concerns about communication and customer service.
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Based on reviews, created with AISee what reviewers are saying
Kelly McDermott is the perfect host…
Kelly McDermott is the perfect host agent showing us round. All the communications beforehand very good too. Thank you Thornley Groves for providing an most efficient service so far.
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Lois McGuinness
Lois McGuinness was incredibly informative and helpful as we explored the house. She explained the entire process clearly and helped deepened my understanding of getting a mortgage as a first time buyer. I felt comfortable to ask any questions and was content with her informative answers! Looking forward to continue working with her :)
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Very professional and responsive when…
Very professional and responsive when arranging and managing our rental property. Really quick to sort out repairs too when we first moved in.
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www.thornleygroves.co.ukAll reviews
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Showing 231 - 240 of 996 reviews
GB
Ok talk with George Holt but does need more enthusiasm
I wanted to write a little something regarding my property. I was with Sandstone who was managing my property that has since been taken over by Thornley Groves which I’m glad about. I was told that George holt would be managing my property moving forward. I did phone George to introduce myself. I have to say I wish George would sound interested in my property. He came across very bored and unenthusiastic which is only negative I had regarding our initial call. He sounded like he was bored. I know that isn’t the case as I previously spoke to some lady Katy who said she's head of property Management who quite frankly was not interested.. I hope once I get to know him I'll understand as I did speak to a colleague of his who was speaking highly of him sorry did get the name but was older guy with a non northern accent but a irecall his mame
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wt
Splendid Service - Always
Nothing is too much trouble for Thornley Groves - most reliable. Emma Slabbert went way beyond the course of duty by arranging a viewing for me when her diary was already full. Top marks. Thank you so much.
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CP
Poor ethics - tenants be aware
Following a flooding of the property from a flat two storeys above, there was no use of the rented property for 115 days. What happened subsequently is now subject to judgement by the Property Ombudsman, but it is worth noting, for any tenant faced with a 'no blame' situation, that TG were far from supportive and misjudgements on their part resulted in hardship, financial disadvantage and (had I been a little vulnerable) what could be considered bullying behaviour. The 'complaints process' has little value since it is not independent, and makes little effort to see both sides of the argument. You're constantly having to remind yourself that you were the aggrieved party. Very poor and far from their publicised ethical statement
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DP
Flat was did not meet compliance standards and woefully inadequate maintenance service.
I have rented with Thornley Groves for 5 months. I am a vulnerable tennant and a 58-year-old female, living alone. I reported several issues when I first moved in. I had to live with no hot water and ridiculously low water pressure for 4 months. Thornley Groves asked me to contact the water company - the water is included in the service charge that the landlord pays. When I told them this, they denied it, even though that's what the building managment compnay told me. Thornley Groves should have known this. I'm a busy professional who does not have time to go on wild goose chases because Thornley Groves doesn't know about the properties it manages and lets. When the landlord refused to pay for necessary work on the boiler, Thornley Groves didn't do it and tried to make me pay half, despite the issue being present and reported, as soon as I moved in. The situation was eventually resolved, but only after I involved the compliance department at Manchester City Council. I should not have had to do this. The door from the living room to the balcony does not lock – this was reported to Thornley Groves when I moved in, 5 months ago. Due to cladding work taking place on the building, despite being on the second floor, it is not secure. There are no dividers between the apartment balconies and my neighbours smoke weed all day; they have unlimited access to my balcony. There is a scaffold staircase outside my apartment, to facilitate the cladding work, that gives easy access to my balcony. There are 150 operatives working on site and I cannot lock my balcony door. I do not feel safe in the home that I pay £1,200pcm to rent. There was no key for any of the balcony doors, when I moved in, and all were unlocked. I first received the key, after repeatedly requesting them from the letting manager, at the end of July. Thornley Groves deemed this issue to not be urgent, as I live on the second floor, despite my explaining why it wasn’t safe. Only when I had the key and the living room door still would not lock, was it apparent that the issue was the door itself. It has been suggested by Thornley Groves that no one can get into the flat from outside, as there is no handle. However, the insurance that Thornley Groves made me take out, as part of the rental agreement is invalid because the door will not lock. As the insurance agent observed, ‘ If the door were secure without a lock, if wouldn’t require a lock.’ The door was tampered with from outside and the police were called this week. Only then, did Thornley Groves deem it to be urgent. The first contractor that Thornley Groves arranged only fixes front doors, not balcony doors. I stayed in all day waiting for him. The second contractor has just left. The issue is the handle is broken and the findings were snapped before I moved in. They are difficult to find and will need to be ordered. He said it will 'take time'. I'm the victim of stalking and the letting manager is aware of this. This situation is unacceptable. I have just had to send another email and copy Manchester City Council compliance department in. Despite being off work for 6 weeks, when the work could have been done, due to their inaction, Thornley Grovers expect me to let contractors that I don't know in, when I'm at work. They have had ample time to resolve this issue, but refused to act until the police were involved. I will never rent from Thornley Groves again. I was living in Surrey and they were the only agents to let on the basis of remote viewings; now I understand why - I would never have rented this apartment, had I seen it in person. They underplayed the huge impact of the cladding work - no access to the canal or green areas. I've lost count of the number of operatives who have been working with loud machinery on my balcony during my time off work. The noise has been horrendous and I can't even open my doors for ventialation during the day, due to the noise and dust. Thornley Groves make a big deal about their maintenance service - this is the reality of how it works. The pre-tenancy checks that Thornley Groves insisted on carrying out before I moved up from Surrey, said the water pressure was good, but it was not - when I eventually got the agent to ocome out, nearly 4 months after I moved in, he said,'Wow, that's really bad' - it was a dribble. The issue was the boiler and parts needed to be replaced - this did not happen in the 2 days that the flat was unoccupied, between the pre-tenancy checks and my moving in. As none of the balcony doors werre locked and no keys were provided, the flat was unfit to be let, particularly to a single older woman, living alone, when the cladding work removed all of the other security factors. Please think twice before renting from Thornley Grovers; I would hate any other vulnerable tenant to be stuck in inadequate and unsecured accomodation.
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D
Best estate agent EVER!
I viewed a property today with Thornley Groves and the viewing was absolutely 10/10 thanks to Kelly McDermott from the Monton office for her friendliness, helpfulness and for being so knowledgeable. By far the best estate agent I have met in my pursuit of a new home. Thank you very much.
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ET
Outstanding service from Thomas our sons property Manager
We recently helped our son and his girlfriend move into their new apartment in Salford, as they prepare to start university in Manchester. The entire letting process with Thornley Groves was incredibly easy and straightforward. We want to especially thank Thomas Baker, the property manager, who has gone above and beyond to assist our son. From day one, Thomas has been an invaluable resource—whether it was helping with something as simple as turning on the boiler or making sure they understood how everything in the apartment works. My son has mentioned that Thomas checks in on them daily to ensure everything is okay, which is incredibly reassuring. As parents, having our son move 100 miles away from home was a big step, and we naturally felt concerned about how he would cope in a new city and Manchester being a big one with only a few familiar faces around. However, knowing that Thomas is there to support them has greatly eased our worries. We are so grateful for his dedication and kindness. We will be sending a gift to Thomas this week as a token of our appreciation, and we cannot recommend Thornley Groves highly enough for their exceptional service.
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H
Do not let your property with Thornley…
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.
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LP
On viewing our new property
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.
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_
Can't even get a viewing right...
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.
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