Hi Marco I'm sorry you feel disappointed. As you are aware agents are not responsible for deciding on what claims should or should not be made to the deposit scheme. That is the reason we will always direct tenants to ensure they put their information to the deposit scheme as they are the body who makes a decision at the end of the day. We have no powers to make decisions on where a tenants monies go or what should be deducted from anyone's deposit. We can only act on the Landlord instructions and if they feel there is a need for putting a claim to the deposit scheme for review then we will act on those instructions. The Deposit Scheme are the arbitrators between the Landlord Claim and the tenants responses and we generally find the Deposit Schemes very fair in their decision making. You agreed to payments for some damages on leaving and the deposit scheme reviewed information and allocated some of the remaining funds to the landlords and refunded remainder of the funds to you. I hope that helps clarify but please do not hesitate to contact me if you feel there is further explanation needed.

Hi Yer Ma Thank you for leaving your review. We have searched through our contacts but unfortunately we can't find any trace of you. If you care to contact us we will attempt to rectify whatever your issue is. Best wishes Jim

Hi Natalie, I am really sorry to hear that you are disappointed at the landlords decision not to proceed with your application. The landlord confirmed this morning they wished to go with another applicant and when you called a short time later we advised you of the Landlords decision. I've looked at the timeframe of your enquiry where we contacted you on 3rd January and I see you were booked in for the next available appointment which was Monday 6th January. The original enquiry through Rightmove came to us on 27th December and we have notes on file that you were called by us but we could not get through to you and would only be able to leave a message asking you to contact us. I don't feel that is unreasonable in terms of timescale and in terms of your comment re the journey to Bo'ness I would not see a member of staff passing that comment, in fact we are in Bo'ness most days, that's never an issue nor would a staff member take distance into consideration when booking an appointment. I'm sorry you feel the communication throughout the process was not as you expected but in fact from you handing in paperwork on 7th January we would have advised you it takes us several days to do relevant checks and pass information to the landlord and get a decision on all applicants. I do not think from 7-10th January there is anything we could have done quicker. Once we had the Landlords decision we will then notify other applicants that they have been unsuccessful and this morning you called before we were able to call you. We do not normally call other applicants for a few hours until we have in writing from the successful applicant confirming they are happy to proceed. I hope that helps clarify the situation and also hope you are successful in finding a new home. Please don't hesitate to contact me at the office on 01324 671477 if you wish to discuss this further or need any points clarified. Regards Anne Johnstone. Managing Director

Good morning Mark and Lindsey. At Northwood we have a policy that we try to keep even the most difficult client happy. This way we ensure we are consistently doing a great job. This can be evidenced by all of the nice reviews here. Unfortunately, despite all of our efforts, this is sometimes just impossible, even for us. We all wish you both every happiness in your new house. Best wishes Jim

Hi Izabela Thank you for leaving this review. Unfortunately we cannot find any trace of you ever having had any contact with us. Would you please get in touch so that we can help to resolve any issues you may have. We think you may have confused us with a different company. Best wishes Jim