Dear Almudena, Thank you for taking the time to provide feedback. We sincerely apologize for not meeting your expectations regarding friendliness and professionalism. We are committed to improving our service and would be grateful for any further insight you could provide. Please contact us directly for a more satisfactory resolution. Many thanks The Martin and Co Ashford Team

Dear Jason, Thank you for sharing your feedback. While we respect your right to your opinion, we’d like to take the opportunity to clarify a few points. As a letting agency, our primary responsibility is to take instruction from our client, the landlord while also adhering to fair and transparent processes as required by law. We believe the steps we've taken in your case align with these objectives and demonstrate our commitment to ensuring a fair and compliant experience for all parties. Regarding the early termination of your tenancy, while we understand the change in your circumstances, it's important to note that you were committed to a fixed-term agreement. In this instance, the landlord agreed to allow an early termination, even though they were not obligated to do so. We communicated the terms for this early release clearly, which in turn were agreed by you. Following further communication with you/your partner in which you requested adequate notice before viewings to allow time for packing, we made the decision to begin marketing the property using existing photographs. This approach allowed us to efficiently generate interest while avoiding unnecessary disruption, as is common in situations where tenants are in the process of packing and the property may not be in ideal condition for new photography. Regarding the scheduling of viewings, these are typically arranged based on the availability of applicants, which often falls on weekends when people are free from work and other commitments. That said, we do offer weekday appointments, but as a branch which routinely has 20 - 30 properties on the market at any one time it is essential to manage time effectively. As such, where possible we try to schedule viewings in blocks as is industry standard. This not only makes the process more efficient for prospective tenants by allowing all applications to be presented to the landlord at the same time and a decision made without delay, it also means current tenants are often only required to give access on one occasion, instead of multiple individual viewings. When it comes to your checkout, we provide clear instructions outlining tenant responsibilities and the expected standards for returning the property, with reference to the original inventory report. Once you returned keys, we arranged for an independent inspection to assess the property’s condition, and the report highlighted several areas requiring attention, including cleanliness, garden maintenance, and some damages. Based on the report and quotes to address the concerns, your landlord requested deductions totalling £514. Again, we would like to take this opportunity to highlight that our role is to facilitate the process according to the landlord’s instructions, but we do not make decisions on deductions ourselves. We made it clear to you that you had the right to dispute the deductions through the Deposit Protection Service (DPS), whereby you would be invited to provide any evidence you wished to support your case, which you duly did. The DPS conducted an independent review, and as a result, the disputed balance was split, with £142.10 awarded to the landlord and £379.90 refunded to you. The DPS considered the garden maintenance and carpet cleanliness as part of your responsibilities, but given the length of the tenancy, they reduced the amounts for those issues, and the rest of the claim was awarded in your favour. We understand that the process can sometimes be frustrating, and while we strive to make things as smooth as possible, the timelines and outcomes are ultimately dictated by external processes. However, we are committed to ensuring a fair resolution for everyone involved. We hope this clears up any misunderstandings, but if you have any further concerns or questions, please don’t hesitate to contact us directly. Best regards, The Martin & Co Ashford Team

Dear Aderonke, Thank you for sharing your feedback with us. We’re sorry to hear that your experience hasn’t met your expectations. After reviewing our records, we’d like to clarify some points. Contrary to your suggestion that we haven’t supported you in your property search, we see that you’re currently renting a property managed by us, which you’ve been living in since August this year. Our team communicated with you regarding several properties you registered an interest in before you applied for the property you now reside in. We arranged your referencing and tenancy setup, and we’ve been happy to support you with any questions you’ve had about your tenancy since then. With your review also implying you are still searching for accommodation we’d also like to clear up any confusion in relation to this. Since your tenancy started in August and is fixed-term, you would need to request approval from your current landlord if you are considering terminating your lease early. From previous communication, we understand that is not your intention and you remain happy with your current living situation. However, if this is not the case, or if your situation changes, please don’t hesitate to reach out to us directly. We’d be happy to discuss your options in more detail and assist you with any next steps. Kind regards, The Martin & Co Ashford Team

Hi Jennifer, We’re sorry to hear that you’re dissatisfied with our registration procedures. As was explained to you directly, our standard approach is to ask prospective clients to complete a short questionnaire via email. This helps ensure we receive accurate details and allows us to offer tailored advice on property suitability and the referencing process. That said, if you're unable to complete the form by email, we're more than happy to arrange a phone call to go through it with you—an option which was offered. However, you responded to decline this offer and stated that you did not wish to receive any further correspondence from us, which we have duly respected. Beyond this, I am not sure what more we could do to assist you, but if you have a specific resolution in mind, please feel free to let us know. We're keen to help where we can. Kind regards, Martin & Co Ashford