Dear Pr, I am a director of Belvoir and the male member of staff with whom you spoke this morning. I apologise if anything I said offended you in any way; this was not my intention. We always seek feedback from those who have viewed a property which it transpires they do not like, in order that we may try and direct them to an alternative property which is more suited to their needs. By examining in detail an applicant's requirements, we can save applicants the time and trouble of viewing properties that are manifestly unsuitable. In your particular case, you were shown a property a few days ago and remarked that it was too small for you, although, contrary to your comment in this review, you actually claimed at the time to favour the location because of schooling requirements. Your viewing of the property about which you telephoned today, had already been arranged. It is, however, significantly smaller than the first one you viewed and I was simply trying to point out that you might be better off looking at a larger property we have available in the same area and which I could have shown you at the time set aside for a viewing of the smaller property. As a result of an administrative error, measurements do not appear on one of the floorplans, making an accurate comparison very hard for you. This was something you sadly wouldn't allow me to explain. I suggest the fact that we maintain accurate records of applicants' requirements and reasons for not liking a property actually points to a letting agent attempting to match applicants with suitable properties to the benefit of all. We very often show applicants multiple properties and to suggest that we wouldn't be prepared to show you a property because you didn't take the first one you were shown is clearly inaccurate. I trust this clears up any misunderstanding over our telephone conversation. Regards, Mike Jones.

Dear Xin, I am extremely disappointed to read your comments and sincerely apologise if you feel unhappy over the manner in which your deposit was handled. Unfortunately, from the brief information provided in this review, I am unable to locate your file in order to comment further on your specific complaint. Our tenant deposits, are lodged with The DPS and any disputes are settled through their Alternative Dispute Resolution Service by independent and fully trained dispute professionals. It is they who decide whether or not a claim upon a deposit is legitimate and a tenant is always given a very adequate period of time in which to argue their case. We are passionate about customer service and deeply committed to solving genuine complaints. Please either contact me on 01256 830800 or write to me at 10 New Street, Basingstoke, RG21 7DE and I will provide details of our complaints procedure. We are members of the Property Ombudsman Scheme (TPOS), and are also licensed under the National Approved Lettings Scheme (NALS). I look forward to hearing from you and resolving your concerns. Mike Jones. Director.

Maria, we are disappointed to read your comments. Belvoir Basingstoke has won awards for Customer Service and we take all feedback, whether positive or negative, very seriously indeed. We always attempt to resolve issues expediently, but unfortunately, on this occasion, we were unable to find an outcome that was acceptable to you. We understand that this must be frustrating. We are committed to solving complaints. In the first instance, write to Mr Andrew Lowery, Belvoir Basingstoke, 10 New Street, Basingstoke, RG21 7DE and he will endeavour to respond within 7 days. Belvoir Basingstoke is a voluntary member of The Property Ombudsman, which is an independent organisation. If we are unable to resolve any dispute, you can refer the matter to them at Milford House, 43 - 55 Milford Street, Salisbury, Wiltshire, SP1 2BP