Do not use this absolutely sham of a business.
I moved into my property at the end of 2009 and right from the word go, it was a shambles. First of all, we were told we HAD to move in by October 31st. I had concerns as I am not paid until the last day of the month and thus wanted to have a contract starting on the 1st of the month so that I could be sure my rent would be paid to my landlord in time - for a standing order to come out of the account, the money must be there the day before. They assured me that paying the rent on the 1st of the month instead of the last day of the month would be no problem (this was only a day difference, but it made all the diference to me). Unfortunately, they had not agreed this with the landlord, who was understandably annoyed.
When it came to moving in day, when I went to collect the keys, they refused to hand them over due to them not receiving the sum of money I had transferred to them the day before using an instant CHAPS payment. The frustrating thing about this was the fact that I had phoned them after making the payment to confirm that it had been received and I was told that it was. Yet, when I went to collect the keys, they were adament they hadn't, despite telling me otherwise the day before. This was only resolved after I made it clear that I was going no where and lo and behold, they "found" the payment after keeping me waiting an hour with no apology.
Due to circumstances, my housemate had to move out and we found a suitable replacement. They both went down to Acorn to explain the situation and asked if it was possible for my new housemate to be added to the agreement in place of the old. They were told yes. My new housemate then paid over £100 in fees to Acorn for checks which were never taken up. He was never added to the agreement and the old housemate was never removed. They also neglected to tell the landlord who again, was understandably, not happy although she was happy to have him living there as we had continued to pay the rent. Acorn then told the landlord that they knew nothing about it, despite my new housemate having a receipt from them and despite them emailing me with my new housemate's name referenced. They then wanted more money off him for the checks as according to them, we hadn't kept them informed, despite having proof to the contrary.
There was also an occasion when I changed my phone number and went into the office to leave the information along with a request for them to call me when the person I wanted to speak to came back. I was contacted three months later.
Following this problems and also problems with our landlord, we decided to move out in March 2012. We paid up under March 31st and agreed to vacate on 24th March at the landlord's request, although Acorn put unnecessary pressure on us to do this. We were happy to do so, but were not happy at them continuing to badger us, after agreeing with the landlord.
When it came to showing new tenants around, we agreed to be as accomadating as possible, but requested that they give us 24 hours notice of coming round due to my housemate working night shifts. We were informed that there would be a viewing at 2.30pm one Saturday afternoon, followed by another one at 3.00pm. We agreed to this, but then had 5 different agents coming round from 2.00pm-5.00pm, which we had not agreed. Had we known, this would have been fine, but we didn't.
We have now moved out of the property and the check out showed the property to be given back in an improved condition and absolutely pristine. However, our deposit still has not been returned and Acorn have not been forthcoming with the reasons why not. Additionally, they sent a letter containing our check out report to myself and my OLD housemate to the house after we had vacated it and given them a new address.