Address: 25 Whitworth St W, Manchester, M1 5ND, United Kingdom
Phone: +441612451111
Rating: 2.9
based on 317 reviews.
Customer Service
Pros:
"Great service by Ashley Smith, I couldn’t have completed this process without Ashley guiding me throughout."
"Eve Kelly has found and shown me two apartments, one in 2021 and the second just this week. She is professional, efficient and great at her job."
"Continuous communication throughout with their reputable efficiency, yet with their most individualistic flair, making the entirety effortless."
"Conor in the office went above and beyond to help me when I went in unannounced on a Saturday after having trouble reaching by phone."
"I can honestly say the service I received from Chris and Natasha from start to finish was excellent."
"I've recently received really helpful service from Thornley Groves employee Andy Grice."
"The follow up on documentation and contracts process very smooth and every issue dealt with very quickly and efficiently."
Cons:
"A week later, following numerous calls and emails, no viewing options were sent through."
"Complete waste of time and has ruined other opportunities we could have had with other flats when holding out for a response."
"I called multiple times over the past month and only managed to get an answer from what I assumed was the maintenance team who also said they cant get in touch with the lettings team by phone."
"We had Holly Jackson as our property manager and she never ever picked up calls or messages."
"Called multiples time to Whitworth St W office, but no answer."
"Customer service is non-existent. You can call the lettings team all day and no one will answer the phone and the mailbox is full."
"Appalling customer services. Moved out over 3 weeks ago, called and emailed multiple time. They only ever answer 1 in 10 calls."
Property Management
Pros:
"Throughout most of the tenancy they were a decent estate agent. They responded fairly quickly to maintenance requests and largely left us alone."
"Renting with Thornley Grove has been a mostly pleasant and quick experience."
"Samantha and her team are great -- they manage two properties for us, one which they recently re-let within hours and a second new property which was let within a day."
"Repairs etc were swiftly booked."
"Sheryl Gregory on maintenance work have been so helpful."
"Agent Leigh Johnson of the Red team is also always supportive and quick in solving the apartment's problems."
"They found me a tenant within 10 days. Kept me informed during every process from preparing the apartment, sorting out the utilities, council tax, deposits, and signing all necessary documents and contracts."
Cons:
"AVOID LIKE THE PLAGUE. Firstly let us move into a flat with a dangerously leaking roof without mentioning it."
"Our bathroom wall from the toilet was broken and it took 2 months to be repaired after calls and emails."
"Massive rent rise set (over 20%) at year end in a flat where they lied to us at the outset about massive intrusive and ongoing works due to the building."
"During the tenancy we were left without a washing machine for two months and without a working toilet for three months."
"The apartment was falling apart, and whenever we requested repairs, we were always told we would need to foot the cost."
"We had mould during the tenancy which they left unfixed for A MONTH despite promising to fix it the next day (on multiple occasions), leaving my flatmate with chest pains."
"Neither the estate agents or land lord made us aware of the full extent of the works."
Professionalism
Pros:
"I had a great experience with Thornley Groves. Especially thanks to Ashley Smith, for being knowledgeable about the local market."
"Great service from Thornley Groves if you need to rent out or find an apartment in Manchester."
"I was very pleased with the cooperation with this agency."
"I've had an exceptional experience working with the sales team at Thornley Groves."
"Eve Kelly was wonderful! My wife and I had recently been displaced by fire... Eve was warm, friendly, assuring and professional."
"The Senior Lettings Agent Eve Kelly was professional throughout - proactive, patient and supportive all the way."
"I am satisfied with the services provided by Naomi Blake agent, of the White Team, for having quickly replaced the chairs in the living room table because they are in very bad condition."
Cons:
"Worst agents I’ve come across in my 5 years of living in Manchester."
"Do not recommend, avoid."
"Unprofessional and disappointing. Cannot recommend."
"Absolutely do not recommend! Find someone else who actually cares about their tenants!"
"Avoid at all costs!"
"Absolutely useless. The lady who originally showed us round the flat didn’t know the correct order of council tax bands, and gave us false information about the flat."
"Their unprofessionalism and disappointment in their service are undeniable. I cannot endorse them in any way."
Communication
Pros:
"I’m really grateful for the responsiveness of Thornley Groves agents who were still keeping me updated for available flats in the market that fit my preference."
"In the branch Jodie responded very promptly to our questions and facilitated communication between us and the Landlord."
"Very helpful and professional Samantha Williams."
"Eve Kelly is a very responsible estate agent and was very patient with all my questions and all my enquiries were answered very quickly."
"I also spoke with someone else in the office one day whilst Sophie was out and they booked me a viewing for the same day which I really appreciated."
"Eve and Jodie have been extremely helpful with the lettings process, and were able to get me in to view a unit and help me apply straight away."
"I had an amazing experience interacting with Thornley Groves as they have a wide array of properties and helped me streamline my search for a one bedroom apartment."
Cons:
"Given up trying to contact this branch! The switchboard is nightmare."
"Go to someone else, those will just waste your time!"
"Please don't use this agent if you are in a hurry to find a place to live."
"Staff are unhelpful and often gave contradictory information."
"On exit from the tenancy, communication with TG was dreadful or none existent."
"Customer service is non-existent. You can call the lettings team all day and no one will answer the phone and the mailbox is full."
"The most useless agency, that doesn't reply to any forms of contact - calls, emails or visits to the hq."
Reliability
Pros:
"The whole letting process was very quick and smooth, and tenant was found within 2 weeks from signing the agreement."
"Final inspection was professionally conducted and we received feedback we'd left the place spotless."
"I've had the pleasure of working with Ashley Smith to secure a flat in my desired location."
"Sophie has been so friendly throughout the whole process, answered all my questions, and has kept me updated at all stages."
"Today I received outstanding compensation after 6 months of her hard work chasing this payment."
"Securing a flat with Thornley Groves has been a very smooth process thanks to Eve Kelly."
"I highly recommend Thornley Groves to anyone currently going through the stressful moving process!"
Cons:
"Brief and pretty tragic experience with Thornley Groves."
"Will never use Thornley Groves again!"
"Absolutely terrible agency we were notified before our move in date with less than 24hrs that the property wasn’t ready."
"No agent turned up to do the viewing and left myself and three other people waiting with no contact from them."
"Could not get anyone over the phone, so I ended up going to the branch in person."
"We turned up to the property only to find out that the viewing time had changed to an hour prior."
"Mangement team not professional at all, no communication with Lanlord."