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.

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