Hi Kirsten, Two* is not good. Any further comments would be appreciated. Regards. Ian 01274 952310 or email ian.hind@whitegates.co.uk.

Hi Lina, I’m not sure why we deserve TWO stars, have we upset you in some way? I can see that you are a tenant of ours in one of our managed properties and moved in on the 26th November 2016. Unfortunately at that time you did not meet our referencing criteria, but we agreed that you could pay the rent in advance for the 1st six months of the initial tenancy. In May of this year we discussed a renewal with you and agreed that the rent could be paid monthly. The only thing the Landlord wanted was proof that both you and your partner were working. We requested copy payslips which you duly provided and the renewal proceeded for a 12 month period up to 25th May 2018. This was when I think you posted your review so was there some part of that process you were not happy with? Looking at our job file it appears that we have had to attend to a leak to the boiler and change a post box lock. However I also note the washer/dryer has been a problem, with the dryer part not working twice in January and February of this year, for which we arranged repairs. When you reported a 3rd problem in July we advised the landlord to replace the machine, with a new one for you. We sourced an integrated washer/dryer arranged collection, delivery and installation and removed the old appliance. From the notes it appears that that was all done in about a week. Reported on the 17th and the guarantee was registered on the 26th July 2017. We have conducted two property inspections since you moved in, both of which have had a positive response and we wrote to thank you for looking after the property. The notes give me an overview, but if I have missed something then please do get in touch with me directly as I’m concerned that if have missed something to where you feel we are only worthy of two stars. Regards Ian ian.hind@whitegates.co.uk

Dear Wojciech, I’m a little disappointed with your review of us on Google. I appreciate that you was a Tenant with us for almost 4 years. During which time we charged for two renewals at £50 + vat each, which I believe is cheaper than the vast majority of Agents costs locally. In relation to moving out, we make no charge whatsoever, hence I’m not sure on what evidence you base your statement “Also one of the most expensive estate agents” We do have a duty of care to both you and the Landlord and from the file I can see we arranged an Independent Check-Out Clerk to visit the property within 24 hours of you leaving. We then organized works chased contractors and invoices and made a proposal to both you and the Landlord within a week. The Landlord did dispute the proposal on the basis, as I understand it, in part, that you have removed two blinds from the property. This we attempted to negotiate, in good faith, with both parties, with no financial gain to us. The Landlord is said he paid over £1,000 for the blinds, we quite rightly pointed out the age wear and tear and that the vast majority of the vertical blinds remained in situ. We were in the middle used our best endeavours to try to find common ground and a fair solution for both you as the Tenant and our client the Landlord. It is often seen as ‘We’ as the agent are attempting to ‘Charge’ tenants, but that is simply untrue or misunderstood. I repeat we have no financial benefit to any proposed deductions, we simply try to mediate between two parties with in this case differing views. We attempt to reach a resolution with empathy and with a little flexibility on both sides we generally do. In the event that we can’t achieve this then the matter can be referred for independent arbitration via the TDS. I’m please to say we did eventually achieve this with a deduction from your bond totalling £125.00 to cover the cost of cleaning, repairing the bath panel as well as the missing blinds. You agreed to this and £525.00 was returned to you. All in all, I think we have been fair to both parties and in honesty I do believe your review is unfair and does not give a true reflection of events. May I however, in closing genuinely wish you all the best for the future. Regards Ian

Dear Wojciech, I’m a little disappointed with your review of us on Google. I appreciate that you was a Tenant with us for almost 4 years. During which time we charged for two renewals at £50 + vat each, which I believe is cheaper than the vast majority of Agents costs locally. In relation to moving out, we make no charge whatsoever, hence I’m not sure on what evidence you base your statement “Also one of the most expensive estate agents” We do have a duty of care to both you and the Landlord and from the file I can see we arranged an Independent Check-Out Clerk to visit the property within 24 hours of you leaving. We then organized works chased contractors and invoices and made a proposal to both you and the Landlord within a week. The Landlord did dispute the proposal on the basis, as I understand it, in part, that you have removed two blinds from the property. This we attempted to negotiate, in good faith, with both parties, with no financial gain to us. The Landlord is said he paid over £1,000 for the blinds, we quite rightly pointed out the age wear and tear and that the vast majority of the vertical blinds remained in situ. We were in the middle used our best endeavours to try to find common ground and a fair solution for both you as the Tenant and our client the Landlord. It is often seen as ‘We’ as the agent are attempting to ‘Charge’ tenants, but that is simply untrue or misunderstood. I repeat we have no financial benefit to any proposed deductions, we simply try to mediate between two parties with in this case differing views. We attempt to reach a resolution with empathy and with a little flexibility on both sides we generally do. In the event that we can’t achieve this then the matter can be referred for independent arbitration via the TDS. I’m please to say we did eventually achieve this with a deduction from your bond totalling £125.00 to cover the cost of cleaning, repairing the bath panel as well as the missing blinds. You agreed to this and £525.00 was returned to you. All in all, I think we have been fair to both parties and in honesty I do believe your review is unfair and does not give a true reflection of events. May I however, in closing genuinely wish you all the best for the future. Regards Ian

Hi Arsalan, Please do contact me to share your experience as I genuinely want to know how we can improve our communication with customers. Thanks. Ian ian.hind@whitegates.co.uk