Good afternoon, I am sorry to hear that you have been struggling to get through on our phone lines and had a hold up with maintenance. As you haven't posted with your name I am unable to look into any outstanding issues for you right now. I will be happy to investigate this further for you if you'd like to contact me at the office on 01204 363626 with further details. Kind regards Angelina

Morning Javid, I wondered if you can contact the branch when your free in regards to your recent review 01204 36 36 26. Thank you.

Zoe, thank you for taking time to leave a review albeit we are disappointed to get a middle of the road rating. I know we have only just taken over management of the property you rent and the only significant contact we have had is to chase your rental payment due to us. I would be grateful if you could call us on 01204 363626 to discuss any issues that lead you to be dissatisfied with our involvement and especially when we have only been involved in managing your tenancy for a few weeks. Thank you, Steve Adams, Director, northwood (Bolton) Limited.

Hi Steven, thank you for taking the time to leave us a review although we are of course disappointed that it is only two stars. I can't seem to find you registered on our database though so I'm not sure on the reasons behind this but if you would like to contact the office on 01204 363626 I can look into this for you and see if I can help in any way. Kind regards, Lauren

I appreciate your frustration and the views you have expressed but I feel that it is unfairly targeted at ourselves for a number of reasons which I will explain. The first point is that our role at the end of the tenancy is to act between the tenant and the landlord to decide if deductions are justified and how much to deduct. We do not gain from this process, in fact it is better for us if it can be decided and agreed straight away as this gives us less work to do. Any deductions are not our money, they are the landlord´s monies so we do not financially gain from an "exaggerated" claim. The second point is that we are instructed by the landlord. Whatever advice we give to them, it is their choice as to what they instruct us to do and we are contractually obliged to act under their instruction as is the case in this matter. So it is not that we are a "company for a landlords heart", we are contractually obliged to act for them. You might argue it is one and the same but the hard fact is that we act not based on emotions but on a legal obligation. The third point would be that you have expressed your opinion on the condition of the property at the end of the tenancy. The DPS adjudicator did not agree that it was in a better condition (and this is most definitely neither ours nor the landlord´s view), just that the condition when you moved in was fair and therefore the landlord (to quote from their report) has suffered "no material loss because the décor would have required redecorating at the end of the tenancy". This is the adjudicator´s independent view based on photographs and not by their having seen it in person. We would still disagree that there has been fair wear and tear but we understand the point the adjudicator is making regarding the age of the décor and that it is their view to compensate the landlord would be "embetterment". The fourth point would be that your review implies the property was so much better at the end of your tenancy that all of the deposit was returned to you. You know that is not the case, monies were withheld for a number of issues that were upheld by the arbitrator. You make it sound as though you got the whole of your deposit back because of exaggerated claims and because the property was in a better condition at the end of your tenancy. You know that is not the case. Finally, tenants should not be concerned about using us because due process has been followed at every point. The adjudication process exists for this scenario where there is a disagreement. The fact that you "won" on some aspects is not a reason that tenants should not use us. We are fully compliant with all relevant legislation and with the deposit scheme rules and so tenants are protected as you are claiming you have been in your case. If I might be cheeky, I would argue you should compliment and recommend us for following due process that has enabled you to achieve a result that you believe to be fair - we have played our part in that by acting between you and the landlord. I invite you to call me if you wish to discuss further and if you believe there was a failing that we should act upon. As business owner, I always look at opportunities to improve our service. Steve Adams, Director, Northwood (Bolton) Limited

Nick, I have taken over the business in November 2016 so had no involvement in your experience with us. I can only apologise for the past and assure you, and others, that we operate to the highest standard and I would certainly not expect that under my ownership you would be unhappy with the service provided. Reviews for my business here now I am owner and for my Northwood busienss in Wigan are highly positive and I would appreciate the chance to demonstrate that to you, if we can be of help in the future. Best regards, Steve Adams, Director, Northwood (Bolton) Limited.