Having now telephoned you in order to see what we may learn from your experience of Belvoir, I have discovered that 3 of the 4 issues you mentioned during our conversation have nothing to do with us, since your tenancy is managed by your landlord. Two of the issues are maintenance related. You are also aggrieved by the fact that it is your landlord and not Belvoir who will be conducting your check-out. We have, therefore, been awarded 1 star in your review partly as a result of your landlord's inaction and partly in anticipation of an unsatisfactory check-out which has yet to happen and over which we will have absolutely no control or influence. We did recently inadvertently lock you out of your home, but we apologised and paid the cost of the locksmith's call-out. Whilst we have accepted responsibility for this, this is also partly down to the fact that your landlord gave you the key for only one of two locks, whereas we have keys for two locks. Nonetheless, we have made changes to our procedures to try and ensure that mistakes of this nature do not happen again. You expressed some surprise at receiving a call from me in which I stated that the reason for my call was not to try and persuade you to alter or remove your review. We genuinely own our errors and try and learn from any mistakes we make. The fact that there are so few bad reviews of us anywhere online is testament to the fact that we do care and that we generally do not make the sort of mistakes which result in bad publicity. I genuinely hope that your check-out goes smoothly and that you and your landlord arrive at an equitable conclusion. Mike Jones - Director.