Thank you for your feedback. After looking into this matter further, I note that we as an agency did try to cease management with yourselves as we were unwilling to manage a property that was not HMO compliant. In addition to this, there was aggressive and rude behaviour towards our staff members within the office, which we as a company do not tolerate. Lastly, the fees that were taken were for the service of notices on the property as well as an initial fee for coming on with us as agency, which we did at a discounted rate for yourselves as well. As I can also see, you have submitted a review twice both under your personal name and your company name, therefore please use this as response for both reviews. Regards, Tristram's Sales and Lettings

Thank you for your feedback. After looking into this matter further, I note that we as an agency did try to cease management with yourselves as we were unwilling to manage a property that was not HMO compliant. In addition to this, there was aggressive and rude behaviour towards our staff members within the office, which we as a company do not tolerate. Lastly, the fees that were taken were for the service of notices on the property as well as an initial fee for coming on with us as agency, which we did at a discounted rate for yourselves as well. As I can also see, you have submitted a review twice both under your personal name and your company name, therefore please use this as response for both reviews. Regards, Tristram's Sales and Lettings

Good Afternoon, Thank you for your review and feedback. We apologise if you are unhappy with our service, and we will take your feedback on board. I have looked into the matter further for you and can see that the deductions that were made to your deposit were for more than just the damage caused on the top door frame. If you would like a breakdown of the costs and the deductions that were made then we would be happy to email this over to you, we are also happy to provide the picture evidence for these deductions too. Kind regards, Tristram's

Good Afternoon, Thank you for your review and feedback. We apologise if you are unhappy with our service, and we will take your feedback on board. I have looked into the matter further for you and can see that the deductions that were made to your deposit were not solely for a clean but for marks that were made to the property, including stains that were left on the flooring and the dirty oven. The property was newly refurbished when moving into the property and the stains caused were not in the property when you moved in, we did acknowledge that the property did have some builders dust within it and the clean we deducted for was in acknowledgement of that. In addition to this, the oven was not left in a clean state either. As discussed via email, we have made the deductions through the Deposit Protection Scheme, if you were unhappy with the charges and disagreed you were able to dispute this. Kind regards, Tristram's

Hi Sam, Thanks for leaving us a review. The property has been sold since before you moved in and has been going through the sales process. There are also two sold boards outside which have been there since before you viewed the property. Now the property has completed we contacted the new owners to find out which details we were able to pass on to you. As you can understand we cannot pass on personal details without permission due to GDPR. We had not had a response until this morning which we will now action and pass onto the tenants accordingly. In regards to the light, this was reported to the previous owner however they instructed us to put all works on hold as they were sorting a number of issues themselves. I am sure now the property has changed hands if you were to report this to the new owners they will sort this for you. Unfortunately, we cannot proceed with works if we are directly instructed to not carry them out. We wish you the best in the property going forward. Regards Tristram’s

Hi Silvia, I assume this is another review following on from the one you left 6 days ago. I think our comments in reply to your original review cover all the issues raised. Regards, Lettings team