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Jesmond, Newcastle upon Tyne NE2
2.7/5, 19 Reviews
47% Recommended
33% letting valuation accuracy
54% letting fee satisfaction
This company is no longer in business.
No description for branch.
"If I could give less than one ..."
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1 Star Review
Olivia
By : 'db'
Services :
Would you recommend ? : No
Postcode : NE2
7 Sept 2016
People found this helpful5
If I could give less than one star I would. Acorn is by far the most unprofessional company I have ever had the displeasure of dealing with. I hope students in the future read this review and decide to go with another letting agency. We signed for a property with Acorn in March and our tenancy was due to start in July. Before signing the tenancy agreement we realised they had slipped in a clause which charged us an extra £50 for a fee we had never heard of and were never warned about. Considering the fact that we had already paid £250 of admin fees, this was unacceptable. After days of arguing, we got this fee removed from the contract. We then heard absolutely nothing from Acorn and were given no information before moving in. When we did move in, we were welcomed home by a pile of abusive letters from our energy suppliers saying we owed overdue bills. Apparently Acorn had set up an account for us "as a gesture of good will" and forgot to tell us. Essentially, we didn't even know that we were paying energy bills for a house we weren't even living in and when we tried to explain how inappropriate this was, Acorn's only excuse is that they must have forgotten to inform us and that it wasn't a big deal. The property also hadn't been cleaned in between tenancies. The oven and microwave were filthy with left over food stains from the previous tenants. The sink was in disgusting conditions. There were bits of dirty tissue paper left all over the kitchen and bathroom. Things only got worse. When we moved in we realised one of the bedrooms was completely uninhabitable. There was mould growing from the floor half way to the ceiling. The bed was soaking wet from the damp that had infiltrated. According to Acorn's inventory (which had apparently been filled out only a couple of weeks earlier) the bedroom was in perfect conditions with brand new furniture. Having looked through the inventory we realised that no one had actually visited the property before filling it out. They got everything wrong, including the colour of our front door. It was ridiculous of them to argue that they had visited the property when one bedroom was entirely ruined by damp and the others were missing half the furniture listed on the inventory. It took months for us to rectify the issue with the damp. The tenant who was meant to be living in that room had to move out as it was unhealthy for her to stay in the room, especially with a wet mouldy mattress. Acorn argued with us for ages saying it wasn't their responsibility. We got no understanding from them and wasted a considerable amount of time arguing. Things got a little bit better when we got a representative of the City Council involved. She concluded that Acorn had to carry out significant repairs. Acorn did this by repainting the room, buying a new mattress and putting a dehumidifier in there. But then they told us to pay for 8 hours of heating a day that way the damp would dry out. This did not solve the root of the problem and ended up costing us a ridiculous amount in heating bills. The bedroom remained cold and damp with peeled paint and damp stains everywhere. Eventually we got sick of arguing. We agreed to their terms and did what we could to keep the bedroom dry. As for the furniture we were missing, this issue was completely ignored by Acorn. We signed for a fully furnished house and ended up living somewhere with no desk chairs, no lamps, no light bulbs, no cutlery, no plates, no cooking equipment. We paid for all of it ourselves, and despite asking on numerous occasions we received no compensation from Acorn. We had a number of smaller issues with Acorn throughout our tenancy. On each occasion we were told it wasn't their responsibility and that we had to deal with it ourselves (apparently it's a considered a tenant's obligation to personally fix a broken extractor fan in the kitchen). We received absolutely no help. Considering the outrageous sum of admin fees we paid, the service we received from Acorn was appalling. The staff was rude, patronising and always quick to shift blame onto us despite the fact that all we did was signal important issues and try to help Acorn keep their property in a good state. No words can describe how frustrated we have been with this company. To make matters worse, we submitted a formal complaint made in full compliance of Acorn's own complaint procedures. This was completely ignored. We never heard a word from them. At the end of our tenancy, we paid a considerable amount to hire a professional cleaner who was given Acorn's end of tenancy cleaning list. We stayed behind to make sure the house was spotless. Despite this, Acorn withheld a ridiculous amount of money from our deposit for ludicrous reasons. They found a couple of faint blu tac marks on one wall of one bedroom and demanded enough money to repaint the entire room. They also found some dust and demanded around £200 to have the entire house professionally cleaned. Just another example of Acorn trying to scam and disrespect students.
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By : Louise Greetham
10 Nov 2016Dear Giulia, We are sorry that you feel that your experience with Acorn Properties was not a good one. There is a standard charge in our tenancy agreement which was emailed to all tenants in Feb 2015 when you were completing the first stage of paperwork. It's company policy to send each tenant/ guarantor a copy of the draft tenancy well in advance of the tenancy starting in case you have any questions. We wouldn't ‘slip' a clause into an agreement. As this had been overlooked by you in Feb 2015, having read the tenancy to sign, you then asked for the clause to be removed. You also refer to being given no information prior to moving in. I would ask you to refer back to the email correspondence in Feb 2015, which explains the process in full. This email is dated 12th Feb 2015 (16:18pm). You had also received further correspondence regarding the check-in in July 2015 prior to your start date. As part of our service to tenants in managed properties, we contact the appropriate utility providers to advise them of a tenants move in date. As per the tenancy, you are responsible for the property from the start date irrespective of when you move in. We cannot set up an account in your name, utility companies write to you to in an attempt to make contact, however as we have not seen any bills or letters, we cannot assist further. Your comment that we forgot to tell you is incorrect. The property had been cleaned prior to you moving in and although you contacted us about dust, you did not mention until the review that the oven and microwave were dirty. You did send us photos none of which showed a dirty oven or microwave. In addition, your tenancy began 20th July 2015 and you didn't officially move into the flat until towards the end of Sept 2015. During this time, dust is naturally going to appear. However, as we wanted to make sure you were happy in your new home, the cleaning company who undertook the original job were sent back to the property to address the areas of your concern, which you were then happy with once completed. Your point about damp and mould was actually a mixture of condensation and water penetration that was coming from the property upstairs. As we do not manage this flat and we had contacted the owner without success, our property management team contacted the Environmental Health Department at Newcastle Council. With their involvement, repairs were carried out to the flat above to the council's satisfactory specification. It was agreed that the flat was checked three weeks after the work was carried out and you were also provided with a dehumidifier to assist with any excess condensation and moisture. The landlord agreed to contribute towards your heating bill as the heating was required to be on for a period of time during the day to assist with the drying out of plaster. We are still awaiting the bill and have asked you on two occasions to provide this. After all tenants had moved in, we did replace the mattress as it was worn. Regarding the checkout deductions, we had sent you photographic evidence of the property as it was not left in a clean condition. You have accepted the deductions based on our findings and as you are sent the deposit return procedure, if you'd disagreed with the deductions, you could have taken the case forward to arbitration with the DPS. Finally you have complained about the lack of communication between yourselves and Acorn. We have copious emails and had many calls with you on the phone. At no point have we advised that this was not our responsibility to rectify. Overall, your review is factually incorrect in most parts and has defamatory comments towards our business. Google reviews are great for positive and negative feedback giving the customer a chance to give their view. Acorn Properties have always welcomed any criticism as an opportunity to review our processes and if necessary make improvements. We do not however welcome incorrect reviews with false information.
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Latest Reviews
Performance Statistics
| Services | Valuation | Fees | Min Price of property reviewed | Max Price of property reviewed |
|---|---|---|---|---|
| Letting | 33% | 54.00% | £600 | £2,500 |
Address
Acorn Properties
59 St Georges Terrace, Newcastle upon Tyne, Tyne and Wear
NE2 2SX
0191 212 2020
Services offered
- Sales
- Lettings
- Block Management
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- Conveyancing
- Mortgage Advice
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Acorn Properties Branches (View All 2)
Acorn Properties in Jesmond ...
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5 Star Review
By : 'Bella'
Services : Letting( As a Tenant )
Rent PCM : £2500
Would you recommend ? : Yes
Postcode : NE2
15 May 2021
People found this helpful1
Acorn Properties in Jesmond have been the best agent we have dealt with in Newcastle. After a terrible experience last year, we were worried about coming on board especially after reading reviews! We loved the house so decided to just to go with it. Our experience has been very positive, the... Read Full Review
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Thank you Acorn especially to ...
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5 Star Review
By : 'Mr'
Services : Letting( As a Tenant )
Rent PCM : £1250
Would you recommend ? : Yes
Postcode : NE2
12 May 2021
People found this helpful1
Thank you Acorn especially to Olivia for finding me such a lovely property to rent. You went above and beyond to help... Read Full Review
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VERY POOR After signing for a ...
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1 Star Review
By : 'mollie'
Services : Letting( As a Prospective Landlord/Tenant )
Would you recommend ? : No
Postcode : NE2
20 Apr 2021
People found this helpful0
VERY POOR After signing for a house and paying our deposits with Acorn properties in Newcastle we were very excited to move in come September. We contacted the estate agents 5 months to see if we could move in a week earlier to find out the house had been double booked. If we hadn't have... Read Full Review
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Thank you Acorn Properties. ...
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5 Star Review
By : 'Harry'
Services : Letting( As a Tenant )
Rent PCM : £1500
Would you recommend ? : Yes
Postcode : NE3
21 Mar 2021
People found this helpful0
Thank you Acorn Properties. Rented a property through these guys in Gosforth, very professional. Richard listened to our requirements and matched a lovely house, wasn't late for appointments unlike other agents!!!! The landlord seems really nice too. Would definitely use... Read Full Review
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Professional and ...
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5 Star Review
By : 'CM'
Services : Letting( As a Tenant )
Rent PCM : £1200
Would you recommend ? : Yes
Postcode : NE2
20 Mar 2021
People found this helpful0
Professional and knowledgeable agent who goes above and beyond. I have rented as a student and now a professional, Acorn have been great to deal with. Many student agency's have a bad reputation in the area, but Acorn are one of the best. They seem to care about their tenants and will try ... Read Full Review
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Awful year of misconduct, and ...
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1 Star Review
By : 'Daniel'
Services : Letting( As a Tenant )
Would you recommend ? : Yes
Postcode : NE2
3 Aug 2018
People found this helpful4
Where do i even begin... From day one this letting agent and the incompetent staff who work in branch have been nothing but problems the entirety of our tenancy, to the point where i as the Lead tenant had to get legal assistance from Jackson Law due to the company breaching data protection, and... Read Full Review
Comments on Agent Fees
Outrageous
Comments (0)Was this helpful?:
We have used Acorn for the ...
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5 Star Review
By : 'Martin'
Services : Letting( Property Management )
Would you recommend ? : Yes
Postcode : NE2
7 Dec 2016
People found this helpful0
We have used Acorn for the last 2 years and have nothing but praise for their organisation. The house is monitored and maintained to a high standard with regular visits and checks and excellent communication subsequently. Their charges are very reasonable and the monthly statements clear. We have... Read Full Review
Comments on Agent Fees
Their fees are in line with all the other agents, and bearing in mind the efficiency with which they get things fixed or updated represent excellent value for money
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I am a landlord and have used ...
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5 Star Review
By : 'Christine'
Services : Letting( As a Owner )
Rent PCM : £750
Would you recommend ? : Yes
Postcode : NE2
12 Oct 2016
People found this helpful1
I am a landlord and have used Acorn Properties for many years. I have always found everyone to be helpful, efficient and professional. As soon as my properties become empty Acorn always have a new tenant ready to move in. Louise has been especially helpful over the years going the extra mile to... Read Full Review
Comments on Agent Fees
I find the agents fees to be in comparison with all other Letting Agents in the area.
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If I could rate them with no ...
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1 Star Review
By : 'Myrto'
Services : Letting( As a Tenant )
Rent PCM : £850
Would you recommend ? : No
Postcode : NE1
28 Sept 2016
People found this helpful6
If I could rate them with no star, I would! Absolutely ridiculous. By far the worst agency in the UK. Staff and managers extremely rude, reluctant to understand tenant's needs and offer a solution. Charging for anything you can imagine, even for providing meter readings. The way we were treated ... Read Full Review
Comments on Agent Fees
They agency charges for everything you can think of. Fees include: Admin fees - we almost paid �500 for a 2 bedroom flat Meter reading fees- they ask for �20 to provide you with the meter readings Check out fees- they asked us for �50 check out and inventory preparation fee Deposit deductions- We had unfair deposit deductions even if the place was professionally cleaned before we moved out. Reasons provided for deposit deduction absolutely ridiculous- unfair and with no grands, but after endless arguments we had to no other option but to accept. Reasons for deposit deduction �50 1) hair found on bed mattresses - I doubt it 2) for not removing already existing air-fresheners fitted on the walls 3) for leaving in the flat machine manuals, cables and lamps which already existed and were stored in a cabinet. they classed that as rubbish. Any attempt for negotiation proves to be useless as they are determined to charge you for anything the can possibly think of and you have no other option but to accept it. Honestly, the absolutely worst agency, agents and managers I have ever dealt with. Absolutely disgusting!
Comments (1)Was this helpful?:
By : Louise Greetham
10 Nov 2016Dear Myrto, We understand that you are not happy with the checkout deductions, but having looked at the check out photos myself, the property was not left in a suitable condition nor was it fit for...
If I could give less than one ...
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1 Star Review
By : 'db'
Services : Letting( As a Tenant )
Would you recommend ? : No
Postcode : NE2
7 Sept 2016
People found this helpful5
If I could give less than one star I would. Acorn is by far the most unprofessional company I have ever had the displeasure of dealing with. I hope students in the future read this review and decide to go with another letting agency. We signed for a property with Acorn in March and our tenancy... Read Full Review
Comments (1)Was this helpful?:
By : Louise Greetham
10 Nov 2016Dear Giulia, We are sorry that you feel that your experience with Acorn Properties was not a good one. There is a standard charge in our tenancy agreement which was emailed to all tenants in Feb 2015 ...
Possibly the worst lettings ...
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1 Star Review
By : 'JL'
Services : Letting( As a Tenant )
Would you recommend ? : No
Postcode : NE2
9 Jul 2016
People found this helpful5
Possibly the worst lettings company in the UK. They completely disrespected students, charged abdominal prices and further charged upon everything possible for example to change a light bulb a call out cost of £30 plus the lightbulb on top EACH - WITH 7 TENANTS. Their end of year check out... Read Full Review
Comments on Agent Fees
Extortionate
Comments (1)Was this helpful?:
By : Louise Greetham
10 Nov 2016Dear JL, The review you have written is about a Landlord not Acorn Properties as Rita Stobbs does not and has never worked for Acorn. The fees you have been charged are between you and the landlord ...
I used this company to find a ...
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1 Star Review
By : 'SV'
Services : Letting( As a Owner )
Rent PCM : £600
Would you recommend ? : No
Postcode : NE8
5 Dec 2015
People found this helpful5
I used this company to find a tenant. They found one but got the paperwork so wrong that they told the tenant to pay the rent into someone else's account. Acorn also paid the deposit into the same wrong account. They denied any liability for five and a half years despite the correspondence... Read Full Review
Comments (1)Was this helpful?:
By : Louise Greetham
10 Nov 2016Dear Mr Vogel, As this is still an ongoing legal matter and involves your business partner/ ex girlfriend, we cannot comment further. Acorn...
Thought I'd leave a review on ...
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1 Star Review
By : 'Nuts'
Services : Letting( As a Tenant )
Would you recommend ? : No
Postcode : NE2
10 Apr 2015
People found this helpful3
Thought I'd leave a review on here so people know what to expect from Acorn, I've been with Acorn for two years now, the only reason being one of the excellent landladies they represent. I've been through most of the review sites (Google/Facebook/AllAgents) to get an idea of what people are... Read Full Review
What agent could do to change your mind?
Reflective of Newcastle properties
Comments on Agent Fees
Reflective of Newcastle properties
Comments (1)Was this helpful?:
By : Louise Greetham
10 Nov 2016Dear Reviewer, apologies for not replying to your review until now, however we were not alerted to it until today. We are disappointed to hear that your experience was not a good one and I would...
Acorn Properties are the most ...
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1 Star Review
By : 'Sascar'
Services : Letting( As a Tenant )
Rent PCM : £1800
Would you recommend ? : No
Postcode : NE2
24 Feb 2015
People found this helpful3
Acorn Properties are the most unprofessional company I have ever had to deal with. Initially numerous things in our contract were incorrect, when we renewed the contract with them they simply crossed items out in pen instead of re-writing. The cost of renewing the contract was upwards of �600, ... Read Full Review
What agent could do to change your mind?
The agents were paid extortionate amounts for the inadequate job that they did on administration forms, like the letting contract and agreement to rent.
Comments on Agent Fees
The agents were paid extortionate amounts for the inadequate job that they did on administration forms, like the letting contract and agreement to rent.
Comments (1)Was this helpful?:
By : Tricia
24 Feb 2015Sascar, Please can you contact us urgently to discuss this issue? Without any mention of address or a property reference we are unable to comment or reply thoroughly. However after reading your...
My family has used Acorn ...
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5 Star Review
By : 'Michael'
Services : Letting( Property Management )
Rent PCM : £1650
Would you recommend ? : Yes
Postcode : SR6
8 Aug 2014
People found this helpful0
My family has used Acorn Properties for the last 15 years managing various properties that we have in an around the Newcastle area and have always have a very strong professional and personal relationship with John, Louise and their team. My latest contact with Acorn came in the form of one of... Read Full Review
Comments on Agent Fees
Initial fee was what we expected and was the same as other firms in the area.
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I source apartments for staff ...
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5 Star Review
By : 'Michelle'
Services : Letting( As a Tenant )
Rent PCM : £1400
Would you recommend ? : Yes
Postcode : NE4
24 Jul 2014
People found this helpful0
I source apartments for staff at the company where I work. I have repeatedly had excellent experiences with Acorn Properties. The staff are helpful and very knowledgable and know how to provide a great service. I would most definitely recommend them to anyone looking to rent a... Read Full Review
Comments on Agent Fees
Very reasonable, especially for the excellent level of service provided.
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My daughter is in this ...
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1 Star Review
By : 'Nigel'
Services : Letting( As a Tenant )
Rent PCM : £975
Would you recommend ? : No
Postcode : NE2
10 Jul 2014
People found this helpful3
My daughter is in this process of renting a flat with her friends. They were given little or no advice or even asked when their old tenancy expires and ended up with an overlap. Acorn issue contracts that contain irrelevant clauses or clauses that don't make sense. They include charges they say... Read Full Review
What agent could do to change your mind?
Got it right in the first place - it\'s not hard
Comments (2)Was this helpful?:
By : Acorn Properties (Jesmond) Ltd
11 Jul 2014Dear Mr Walker, We are very sorry that you have felt it necessarily to voice your concerns via a review site rather than go through our official complaints procedure. However, I will try and...
Appalling student letting ...
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1 Star Review
By : 'vbuchanan7678'
Services : Letting( As a Tenant )
Would you recommend ? : No
Postcode : NE2
9 Dec 2013
People found this helpful2
Appalling student letting company. Had to email multiple times to receive receipt of a down payment. Forgot to give out individual room keys when they gave the property keys. Brought people round for house viewings without any prior warning and their apology on the matter was insincere at... Read Full Review
Comments (1)Was this helpful?:
By : Acorn Properties (Jesmond) Ltd
10 Jul 2014Dear vbuchanan7678 As mentioned to another reviewer we were not aware of this site and have not responded as we didn't know about your review until today. This is an anonymous site, therefore we...
As a tenant of a ...
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1 Star Review
By : 'DontChooseAcornPropertiesJesmond'
Services : Letting( As a Tenant )
Would you recommend ? : No
27 Jul 2012
People found this helpful2
As a tenant of a 'furnished' property managed by Acorn I have been consistently let down. When we moved into the house the property was barely habitable and had been left in an absolute tip; the hoover was full of plaster, the grill pan had been left outside and was disgusting, chunks out of... Read Full Review
Comments (3)Was this helpful?:
By : angry tenant
2 Dec 2013Completely unprofessional, useless and almost offensive practises. I rented my house with acorn, and the process was long and stressful. First time I went to view the house, no one showed up. I...
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