"Terrible Service and Correspondence"

Terrible Service and Correspondence

My flat has a leak and has been growing black mould since the start of the tenancy.

As tenants, we sent over pictures, videos, we even spoke to the building manager directly to get some additional information. At one point, we kept sending emails to one person and he didn't respond until 2-3 days later meaning that it took forever to even get any information.

We ended up being ghosted loads by certain staff members and it felt like we got passed around the whole staff roster.

The landlord said he'd visit the flat, but cancelled on the day less than an hour before the viewing because the contractor "wasn't available". We weren't notified and I had to call Thornley Groves to get this information. This was on a Saturday too so someone had to take the time to let them in.

Our issue still isn't fixed (a year later), I understand that is a landlord issue, but there has been no help aside from "We're sending the 20th contractor over but he's just going to quote and not actually fix your problem".

Even when we picked up the keys, it was not a great experience.

The only reason I'm giving two stars instead of one is that we had one person who was helpful and empathetic to the situation.

"Amazing service from the team at Thornley Groves Prestwich"

We have been with Thornley Groves for many many years through their changes, most recently I have had the pleasure of dealing with Karen, Amber and Amanda who all very quickly, efficiently and professionally secured a new tenant into our property. The response has been so quick and reassuring, probably the best service we have received over the last 20 years. Highly recommend them. The use of the Landlord portal has been amazing, seeing everything up to date and easy to access is a game changer x

"It was super and Many thanks to Olivia and the team !!! Kee it up ❤️❤️"

It was really good , they were all very friendly and specially Olivia who coordinated frequently with us did a great job .
She was brilliant and was able to process all our documentation and made purchasing of new rental property as soon as possible .

"Fallowfield Branch is absolutely TERRIBLE"

Absolutely terrible mishandling of property management and security deposits, several issues arose during tenancy which they blatantly ignored. Complete mishandling of deposit and had to go to a third party adjudicator after being threatened of a 1.2k fine which was later significantly reduced by the adjudicator. Clearly the Fallowfield branch is ran by a bunch of cowboys that think they can take advantage of students and student lettings. Absolutely avoid if possible and if you have a current tenancy with them make sure to document everything and keep ahold of receipts because if they can screw you for money they will.

"Olivia went above and beyond for us…"

Olivia went above and beyond for us during our application process, couldn’t fault her or Thornley Groves. Thankyou so much

"Oilivia was always assertive and good…"

Oilivia was always assertive and good to work with with the overall process of showing to signin .

"Good customer service,"

Good customer service,

"Helpful staff at Chester Branch "

Aaron Jones at Chester Branch of Thornley Groves (previously Matthews) always very helpful.

"If I could give more than five stars..."

If I could give more than five stars, I absolutely would! Ms Slabbert is a superhero in disguise. Not only did they manage to extend my lease by 6 months (against all odds), but they did it with such grace and efficiency. They made what could've been a stressful process feel like a walk in the park. Truly, they have the magic touch! If you're ever in need of a property manager who actually gets things done and leaves you grinning ear to ear, look no further. Thank you for being amazing! 🌟🏡💫

"I have rented my house out with Thornley Groves Chester"

I have rented my house out with Thornley Groves (formally Matthews of Chester) for the past 4 years. My property manager Jenny Phoenix has been brilliant. She is very professional and knowledgeable. Jenny has gone above and beyond this last year, when I had issues with a tenant. She was always on hand to answer my many queries and was a reassuring voice. I would recommend Thornley Groves as a letting agent, they offer a professional, friendly service