We are extremely disappointed to read your comments and sincerely apologise if you feel you have not received the high level of service you expected. We are passionate about customer service and deeply committed to solving genuine complaints. Please follow our standard complaints procedure and your comments/concerns will be dealt with in a professional manner. Please write to Georgina Gray at 1 Dover Street, Cambridge, CB1 1DY or georgina.gray@belvoir.co.uk and we will endeavour to respond within 7 working days. Please note, Belvoir Cambridge are members of the Property Ombudsman Scheme (TPOS https://www.tpos.co.uk/). We look forward to hearing from you and resolving your concerns.

Dear Maxine, Thank you for taking the time to leave your feedback. I'm sorry to hear you’ve had a negative experience, and I’d like to clarify the situation from our side. We have reviewed the email exchanges between yourself and our team and can confirm that each enquiry about student properties was met with a standard response asking whether you were a full-time Cambridge-based student with a UK guarantor. These requirements exist because many of our student properties are subject to planning and lease conditions that restrict them to students at Cambridge University or Anglia Ruskin University. Unfortunately, this is not something we are able to change. We also note that on 23rd July, you specifically asked whether the property was only available to full-time students studying in Cambridge, and we confirmed that this was the case. We do appreciate that this could have been made clearer earlier in the exchange, and we have taken steps internally to ensure that this is better communicated going forward.

Dear Clarissa, I hope you're well. I'm very sorry we had to cancel this scheduled viewing. The landlord has made a last-minute decision to withdraw the property from the market as they are now planning to sell. We completely understand this may be disappointing, and we apologise for the short notice. If you’d like, we'd be happy to help you find alternative properties that match your requirements. Thank you for your understanding, and please don’t hesitate to get in touch if you have any questions or would like to discuss other options.

Hi there, we are deeply sorry that we did not meet your expectations on this occasion. Unfortunately, we cannot locate you within our system to see where the issue lies. If you would like to contact the office and we will direct your query to the appropriate team for resolution.