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.

Richard, I'm very sorry indeed to read your comment. It's taken me a while to respond, since I wanted to have a long chat with Tracey, the lady with whom you met. You have chosen to complain about someone whose helpfulness, general pleasant attitude and happy demeanor is regularly commented upon and I needed to double-check that it was indeed Tracey who conducted the viewing. This is the first complaint that we have received concerning her in over 2 years that she has worked for Belvoir and I'm afraid that she has a different recollection of the manner in which the viewing went. Sadly there is nothing I am able to do to put this right, but I should highlight the fact that this is very much an isolated complaint. You will see from the significant number of positive reviews here on Google, that we are held in high regard by the vast majority of reviewers. Mike Jones. Director. 01256 830800

Jonathan, I am obviously unhappy to read a review of this nature and am sorry that you have felt sufficiently moved to leave it. Following receipt of your complaint, I went to some length to explain the problems experienced owing largely to the unique challenges presented to the conveyancing process by Covid. Sadly, I was unable to change your strongly held opinion. Being members of The Property Ombudsman, we adhere to its Code of Practice. On occasions such as these, where an agent is unable to arrive at a satisfactory resolution to a complaint, the complainant is informed of their right to take the matter to The Property Ombudsman for resolution. I am surprised that you consider the prospect of independent binding arbitration to be an unsatisfactory course of action. That option remains open to you for a total of 12 months from the date of our final viewpoint letter. Mike Jones, Director.

Dana 123, I am sorry that you have felt sufficiently upset to write this review. In the current climate, properties are let very quickly and occasionally viewings end up being cancelled. This is an unfortunate but inevitable biproduct of the market in which we find ourselves. This sometimes leaves potential viewers frustrated, which is understandable. But, a tenancy involves a lasting two-way relationship between an agent and a tenant and were it to start with sufficient bad feeling then it is unlikely to be a happy time for either party. The use or threat of unwarranted negative reviews is taken as being an early indicator of likely future problems and such intimidation is unlikely to prove to be a successful strategy in trying to secure goodwill from us. The placing of a negative review should always remain the prerogative of a customer. But if a customer chooses to re-visit us, then it should be in the certain knowledge that their earlier actions will be remembered, especially if little time has been allowed to elapse between approaches. We take any criticism seriously and the issue of cancelled viewings is something we try and minimise. One has to consider, however, the fact that it is our landlords with whom we are legally contracted, and it is they who usually wish to have their properties let in an expedient manner. Allowing dozens of viewings over a protracted period for a particular property is not helpful to anyone. Sometimes offering an alternative property to view is impossible and so the problem of having frustrated viewers is an almost daily occurrence. I sense that you continue to be frustrated by this and assume this to be the reason you have chosen to call into question the validity of hundreds of positive reviews we have. It is the same frustration, no doubt, which has also led you to suggest that we have somehow threatened others into removing negative reviews. In truth, I am inclined to doubt that any business can have no negative reviews, since differences of opinion with some customers are an absolute certainty. You’ll see that negative reviews of Belvoir Basingstoke do exist and we use them to more fully explain why we approach things in the manner in which we do.

MPD, we have searched our database for someone with your initials and (it appears at least) a Welsh connection, but have been unable to determine who you might be. If you have a genuine issue with us then we should very much like to be able to look into it, but from the scant details we have, we are unable to do so. We take customer service very seriously indeed and you will see from the rest of our very many reviews, comments of this nature really are very few and far between. The vast majority of our customers are very pleased indeed with our service. Please contact us on 01256 830800 and ask to speak with a director. If, on the other hand, you have accidentally attributed this review to us in error, perhaps you would be kind enough to remove it. Mike Jones - Director.

Victoria, we are saddened to see this rating. We are aware of only 2 issues with your purchase upon which you offered on 29th September and completed on 8th January. Given the many problems Covid has raised, this purchase happened very quickly. There was an issue where your broker failed to inform your lender of a renegotiation for which we surely cannot be held responsible. In addition, the vendor had someone collect keys which were not returned and on the day of completion, at our own expense, we had all the locks changed. We have tried to contact you to ascertain whether there were any other reasons for this poor rating, but we have been unable to contact you. Perhaps if there are other things of which we are unaware, you would be kind enough to call and ask to speak with Mike Jones, our Sales Director in order that he may try and resolve them.

Nikita, across all platforms on the internet, we have around 700 reviews with all but a very small minority being very positive. We hotly contest the veracity of your comments. We have already responded to these claims directly.

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.

Nyaz, in all the years we have been trading, this is the first review we have received with such defamatory content. Your assertions that we wouldn't mind if you die are incredibly offensive. You have started legal proceedings which we are strenuously contesting. In fact, you had the vast majority of your deposit returned to you in quick order. About £125 for cleaning is being disputed by you and is in the hands of The DPS Alternative Dispute Resolution Service.

Direct marketing of this type is part and parcel of attracting business and we are not alone in carrying out this sort of activity. We're always very happy to remove addresses from our database, but can find no details on anyone lately having made such a request until Saturday 10th August. If this request was yours, then you have now been deleted.