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.

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.