Thanks for this review. We consider maintenance to be a very important element of our job and have a team dedicated to just Maintenance issues. <br> To be fair to both landlord and tenant, we strive to ensure that our check-out reports and inventories are unbiased and truly reflect the condition of the property at each end of a tenancy. <br> We try to ensure that any proposed deductions are proportionate and justified. Disputed deposits are, quite rightly, dealt with by independent experts a, The Deposit Protection Service and it is they who have the final word.

Sally, thanks for this review. We're glad your deposit got sorted for you. Mike Jones

Thanks for taking the time to leave this rating.

Thanks for taking the time to leave this rating.

We have had a conversation with your husband and resolved issues to his satisfaction.

Thanks for taking the time to leave this review. We are glad that you have been pleased with Jo\'s efforts. I have taken the time to investigate the issues you have raised and would comment in response: We have the sheet you signed and initialled when you moved in and it clearly shows an electricity meter reading. In addition, the meter reading appeared on the inventory anyway. It is read at check-in in order to double-check. To claim otherwise is simply incorrect. The water meter, however, was not read. This is because at this development, all water meters are housed in a large man-hole, protected by a heavy cast-iron cover. In this particular block, we simply inform the water board of a change in tenant and they deal with reading the meter. If it is actually this meter reading to which you are referring, then I hope this will clear matters up. Parking permits are dealt with by the management company and not us. Despite our intervention, we are always in the lap of the gods when it comes to this sort of thing. The second external door key to which you refer is a specially cut security key. The obtaining of a copy requires the consent of the management company and needs to be arranged through a specialist supplier. Despite regular chasing of this, we were unable to obtain a key within an acceptable time-frame. This process began before you applied for the property. In fact, you both stated that you weren\'t concerned about cleaning and replacement of mattresses and a variety of other issues. It was at Belvoir\'s insistence that this was carried out. The 3 weeks to which you refer is the period of time we needed to ensure all the various issues were dealt with before you were able to move in. In good faith, we attempted to accommodate your desire to move in quickly, despite a number of relatively minor issues remaining somewhat up in the air. It&rsquo;s unlikely that, in similar circumstances, we will adopt this stance in future. I hope that this explains matters, but feel free to call me if you would like to discuss these matters further.

Dear Laszlo, I always take feedback very seriously, whether it be positive or negative. I am pleased that you approve of our policy of allowing a tenancy to become "Periodic". I believe this to be the right thing to do and do not regard the end of the “fixed period” simply as an opportunity to force a tenant into having a new tenancy agreement. Our check-out staff do not earn commission and, without exception, would far rather be able to hand a tenant back an entire deposit, since it is easier, less time-consuming and does not involve arguments. At all times, they strive to be fair in all their dealings. We lodge all our tenant deposits with The Deposit Protection Service which has a free to use Alternative Dispute Resolution Service which would have been the route to take were you unhappy with what appear on this occasion, to have been modest deductions. Your comments regarding maintenance are of most concern, but have proved baffling. Sometimes a landlord’s reluctance to spend money results in tenant concern. Your property, however, is owned by a very particular landlord who responds very quickly to all maintenance issues. As you rightly point out, we have a dedicated maintenance team in separate offices in Tadley and we pride ourselves upon our speed of response to all such issues. On this particular occasion, the delays to which you refer are not obvious. Nonetheless, I sincerely apologise if our service has fallen short of what you would fairly expect. Now that you have vacated, I am limited in what I can do, but I would happily take a call from you to discuss this. Mike Jones. Director.

Alex, I was sorry to learn of your experience on Saturday. Sorry it’s taken so long to respond, but it has taken a while to try and establish what went wrong on this occasion. It would appear that you and we had different times for the viewing in our diaries. This isn’t particularly uncommon, especially with so many calls being made on mobile phones with dodgy reception. Usually, we get around this one way or another. Unfortunately, Emily was under pressure of time and decided to get to the next viewing. She was unable to immediately contact the office to inform them in order that someone could call you and sadly, as a result of being so busy, it slipped her mind and the call wasn’t put in. That we usually deal with this sort of thing better is evidenced by the fact that our reviews aren’t littered with complaints from people about this. I apologise unreservedly for any grief that this might have caused on this occasion. We take all criticism seriously and try and learn from any feedback we receive. I have now made changes to our processes to try and ensure that this doesn’t happen again. I gather that you have found somewhere now, but if my information is wrong, or you need somewhere in the future, I hope that you’ll give us the opportunity to prove that this was very much a one-off. Mike Jones Director.

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.