Dear pkmel, I'm very sorry to learn that you are unhappy with the manner in which Belvoir has treated you. I urge you to telephone me in order that we can discuss your grievances and see whether we can rectify the situation. Mike Jones. Director. 01256 830800

Jill, I'm sorry to learn this, although I can find no record of anybody with your surname having contacted our offices. Whenever anyone approaches us for a valuation, this is always the first piece of information that we collect. We take customer service very seriously and, where a training issue is identified, we take immediate steps to address the issue. It is clear from the overwhelmingly good reviews that we have on Google and elsewhere online, that assuming your call was made to this branch, this is very much an isolated incident. I should be particularly interested to learn more of this phone call and would urge you to email me mike.jones@belvoir.co.uk with a date and time that the call was made and brief details of the call in order that I may establish whether the call was made to us and if it was, exactly who it was with whom you spoke. Mike Jones, Director.

Jolie, I have conducted a search of our database and have been unable to locate your details. I should be very grateful if you would be kind enough to contact me in order that I may investigate this issue. We take customer services very seriously and you will see from our other reviews that your experience is very unusual indeed. Mike Jones. Director. 01256 830800 mike.jones@belvoir.co.uk

Dear William, we're sorry to receive this rating. The first piece of information we take whenever we deal with anybody is their name and on this occasion, I can find no record of anyone having spoken with you. I should be very grateful if you would be kind enough to contact me directly in order that I may have an opportunity to address whatever it is that has obviously caused some displeasure. Mike Jones. Director. 01256 811220 Edited on 10th July 2018: William, I have now tracked down and listened to telephone conversations between you and Matthew Smith on Saturday in which it transpires that you did leave your name. The young lady who took the call initially didn't catch it which is why it wasn't recorded on our systems. During these calls, you stated that you were upset with the frequency and content of marketing letters you have received from Belvoir. Matt Smith apologised and offered to remove your address from our database, but it seems that this is insufficient and you then told him that if you received another letter, you intend to leave us bad reviews “everywhere”. By not providing your address and leaving this threat, you stated that you believe we will change our approach and not send out any further letters to anybody for fear of retribution from you. You also stated that you thought that we would think more of the prospect of bad reviews than we would of your complaint. The sniggering to which you refer was, in my opinion, the sigh of an exasperated individual faced with the unrealistic demands of someone who has been offered a very quick remedy to his complaint. The sending of letters in this manner is not unusual and whilst it does upset some people, we actually gain many instructions as a result of such activities. Many vendors see this as a positive sign that we are pro-active in our approach to business. Nonetheless, there are some who do not like these letters and we are always very happy to remove addresses from databases when asked. No doubt there are also many recipients who simply bin the letters, along with a multitude of other unsolicited mail. If you would like to discuss this matter further with me, I should be very happy to take your call. Mike Jones. Director.

Alexandra, we are always disappointed when someone feels that we have somehow acted in an inappropriate manner. All our telephone conversations are recorded for training purposes and I have now listened to the call to establish exactly what was said during the conversation with your husband. I hope that you can appreciate that we act on behalf of our landlords, all of whom have slightly different requirements which are dictated by their own circumstances. Many have mortgages or insurance policies which prevent them from taking on a tenant who, for whatever reason, is unable to fulfil our referencing criteria. Were we to show every property to every single person who expressed an interest in a viewing, I am certain that we would have very many people who would be irritated at having time wasted looking at a property only to learn that they would not meet a particular landlord’s requirements. It is for this reason that we, in common with any other agent (or no doubt landlord) try and eliminate the possibility of wasting a viewer’s time by pre-qualification in terms of suitability in as many ways as possible, including affordability. I don’t doubt that you are currently paying your rent, but sadly, a landlord who has insurances in place, needs to have rather more certainty when determining which tenant to take on. At no time during the conversation did our negotiator, who is a mother herself, suggest that there was anything wrong with your desire to be a stay at home mother. She simply pointed out that as a self-employed individual, your husband would need a guarantor and that at the moment, we do not have a property available where the landlord is in a position to accept this sort of application. I’m sorry if the result of this is that you feel “small”. This was not our intention. I wish you well in your endeavours. If you would like to speak with me personally regarding this, I should be very pleased to take your call. Mike Jones Director. 01256 830800

William, I have now listened to the telephone conversations between you and Matthew Smith on Saturday. During these calls, you stated that you were upset with the frequency and content of marketing letters you have received from Belvoir. Matt Smith apologised and offered to remove your address from our database, but it seems that this is insufficient and you then told him that if you received another letter, you intend to leave us bad reviews everywhere". By not providing your address and leaving this threat, you stated that you believe we will change our approach and not send out any further letters for fear of retribution from you. You also stated that you thought that we would think more of the prospect of bad reviews than we would of your complaint. The sniggering to which you refer was, in my opinion, the sigh of an exasperated individual faced with the unrealistic demands of someone who has been offered a very quick remedy to his complaint. The sending of letters in this manner is not unusual and whilst it does upset some people, we actually gain many instructions as a result of such activities. Many vendors see this as a positive sign that we are pro-active in our approach to business. Nonetheless, there are some who do not like these letters and we are always very happy to remove addresses from databases when asked. No doubt there are also many recipients who simply bin the letters, along with a multitude of other unsolicited mail. If you would like to discuss this matter further with me, I should be very happy to take your call. Mike Jones. Director.

Adrian, I am saddened to hear that what had hitherto been a perfect tenancy and relationship seems to have turned so sour as a result of your misunderstanding. (I have edited this response to reflect changes made to your original review.) You have been charged rent strictly in accordance with your tenancy agreement. This is an agreement for which you were given an opportunity to take advice and which you signed. You elected to stay at the property a week longer and additional rent was therefore due. Andrew has already written you a lengthy and detailed explanation, but it is clear that you remain unhappy and I would urge you to contact me directly to discuss this matter. Feel free to call me on 01256 830800 or email me mike.jones@belvoir.co.uk. We are members of the Property Ombudsman and, in the event that you remain unhappy following our response, you may address a complaint to them at Milford House, 43 - 55 Milford Street, Salisbury, Wiltshire, SP1 2BP Mike Jones. Director.

George, I am very sorry to learn of this. Unfortunately, from the limited information provided, I have been unable to ascertain exactly what has gone wrong on this occasion. I have also been unable to locate any emails received in January from anyone named George. Perhaps you will be able to give me your email address in order to trace your emails. It might, of course, be that your emails were sent to another branch of Belvoir. We take customer services very seriously and have won awards for our customer care. Consequently, I should be very pleased to hear from you so that I may investigate fully and take appropriate action. You may call me on 01256 830800 or email me mike.jones@belvoir.co.uk Negative reviews of Belvoir Basingstoke are quite unusual and I hope that this will lead you to believe that circumstances such as those outlined by you are rare. Occasional mistakes, however, are inevitable and I apologise if as a result of our actions or inaction, you have been inconvenienced in any way. With regard to the updating of websites, the only two options for a given property are available" or let". Once someone has applied for a property, we stop conducting viewings, but until such time as references have been satisfactorily completed, it continues to show as available". This means that in the event an application is unsuccessful, we have a source of recent interested parties from which to find another application. If indeed it was anyone in my team who has let you down, I genuinely hope that you will take a minute or two to contact me to clarify the circumstances, in order that I may take steps to prevent this from happening again. Mike Jones - Director.