Michael, I'm very sorry to learn of your experience and I apologise for the delays in dealing with this issue. I have looked into the cause of the delay in order to see exactly what went wrong and I'm afraid that on this occasion, there was a breakdown in communications resulting in this delay. Staff illnesses and a variety of unfortunate coincidences conspired against us. You will be able to see from the generally very good reputation we have that complaints of this nature are highly unusual. We pride ourselves on our customer services and we will be taking measures to learn from this. I have now spoken with you in order to apologise personally and to discuss in more detail the circumstances surrounding the delays and I understand that we may now consider the matter closed. Mike Jones. Director.

We're very sorry for the experience you had, Gary — you’re absolutely right to be upset, and we want to take full responsibility for the breakdown in communication that led to this situation. Your viewing should have been cancelled and, more importantly, you should have been properly informed. We’ve investigated what went wrong and identified a failure in our internal process. That process has now been corrected to ensure this doesn’t happen again. We also looked into the phone call you mentioned. After reviewing the situation, we found that Katie had placed you on hold to check the booking details, but unfortunately the call was disconnected. We understand how this might have felt, and we’re very sorry for how it came across — it absolutely wasn’t our intention to hang up on you. Please accept our sincere apologies for the inconvenience and frustration this caused. We’re committed to doing better and hope we’ll have the opportunity to show you the level of service you should expect from us.

Dear RR, I am sorry to see you have had a bad experience with our company, however it is impossible for me to investigate the issue you have raised as we cannot identify you from your name "RR". I would really appreciate if you can contact me directly at brian.linehan@belvoir.co.uk so I can fully understand where our service has fallen short. If we can't understand where the issue is we cannot improve and adapt our policies. I look forward to hearing from you. Kind regards Brian Linehan Managing Director

Dear Anonymous, We value feedback from all our customers as it helps us improve our business and does lead to better service for our customers. However we have absolutely no idea who you are, what service you have used and who has been terrible to you! and therefore we cannot learn from your experiences. You could be a seller, a buyer, a landlord, a tenant, a contractor, a competitor, a keyboard warrior.....who knows. If you could provide me with some more detail I will gladly look into it. You can contact me on 07793516636 or email brian.linehan@belvoir.co.uk. I look forward to hearing from you. Regards Brian

Hi Andrei, I am really sorry you feel you have had a bad experience with us, our objective is always to deliver a quality service to all our customers. As my colleague has explained we have had a number of viewings on this property and yesterday a viewer, who had viewed on Monday, submitted an application to rent the property, we then had to contact the landlord to ensure he was happy with the applicant. The landlord only came back to us this morning allowing us to accept that tenant and the property then went let agreed. There was therefore no point in carrying out the viewings this afternoon, it would have been a wasted journey for both you and Carole. I know it is disappointing to miss out on properties but I don't feel we could have dealt with the matter any differently given the short period of time we had prior to your scheduled viewing this afternoon. Kind regards Brian Linehan Managing Director

We apologise for your experience. This does not reflect our usual high standards of service. Please contact us directly so we can address this issue and make things right.

Lisa, I'm obviously disappointed when anyone leaves us a one-star review. I've personally looked through our entire database, including archives but can find no trace of a Lisa Farrant. Maybe we've had dealings with you in your maiden name, or possibly a partner's name. Either way, I'd very much like to have an opportunity to get to the bottom of your dissatisfaction and try and do something about it. Alternatively, you might have erroneously left this review for us. Please do get in touch with me in order that I can deal with this. We genuinely take customer satisfaction very seriously indeed and I suggest that this is evidenced by the overwhelmingly good reviews we usually receive. I look forward to hearing from you. Mike Jones Director. mike.jones@belvoir.co.uk 01256 830800

UPDATE: Thanks for your email to which I have responded directly. I have now seen a transcript of a conversation you had on our webchat and also listened to 2 telephone conversations with staff in our office. During your first call, you stated that you worked for an agency and it was explained that we are unable to get successful referencing results for people employed in such a manner. This is a common problem and we are investigating possible solutions to this issue. On the second telephone call, I believe that you might have misunderstood the question and you stated that you had a full-time job. You were then confirmed for a viewing. Unfortunately, the current tenant had to cancel all viewings as a result of having Covid and you were informed that the viewing had been cancelled. I apologise for you not having received a call as promised on the web chat. Sadly the transcript was inadvertently sent to an inbox which is not monitored. I have made arrangements for such emails to be sent to the correct inbox in future. I am sorry that we are unable to help you, but I wish you all the very best in your endeavours to find a new home. Original response: Cecily, I'm sorry that something seems to have gone wrong with your interaction with us. If you'd be kind enough to contact me directly, I'd very much appreciate an opportunity to try and put matters right. We take customer satisfaction very seriously and this is borne out by the fact that the vast majority of our reviews are very positive. Please email me mike.jones@belvoir.co.uk so that I can start to look into matters.

Cutiebun Love, we take all criticism very seriously and I have taken some time to look into the circumstances surrounding your complaint. As part of our efforts to continually evolve and provide an ever-improving service, we have an online booking service whereby a potential tenant is able to choose a slot which is convenient for them to view a property. Viewers may book viewings 24/7 using this system. In your case, by the time you booked a slot, the first available was 1st December as a result of others having taken earlier slots. We then sent you an automatic email cancelling this viewing the minute the property was let to somebody who had already viewed the property. Emails of this nature are sent to anyone with a viewing booked and sent at the earliest possible opportunity in order that they not be put out by attending a viewing for a property no longer available to rent. The vast majority of potential tenants are grateful for the opportunity to book in this manner and everyone accepts that it is the early bird that catches the worm. I am sorry that you were unable to view the property on this occasion, but I hope that having received this explanation, you will now understand our stance.