Dear Mr Chandler Please accept my sincere apologies for the oversight leading to our non-attendance for the purposes of valuing your property at the arranged time. A technical issue within our software omitted the appointment from our diary and our valuer was not aware of this until receiving your call 15 minutes after the arranged time. Unfortunately, due to this anomaly and other appointments subsequently arranged, it was no longer possible for us to attend that afternoon and my colleague apologised for our oversight and offered to rearrange the appointment on another day. We fully understand this was not acceptable to you as you were due to travel the following day and once again, I can only apologise for the inconvenience this has caused you. We did also send you an email at 14:23 on August 9th to apologise in writing. This is a very rare occurrence as we pride ourselves on the quality of our customer service which is usually of the very highest standard. Yours sincerely Jeremy Prosser Managing Director

Dear Rachel We are sorry to see your 1-star review. We take customer service very seriously and always try to resolve any perceived problem. As much as we would like to help, our hands are tied in this instance. Unfortunately, a decision was taken at the end of your tenancy by a third party over whom we have no influence. Notwithstanding this, we still attempted to intervene on your behalf, but the problem is outside our control. We understand you have now moved and wish you all the best in your new home.

We are sorry that you feel that you have had a bad experience with CJ Hole. Unfortunately the setting up of a standing order can only be managed by the account holder directly. Whilst CJ Hole provides an initial standing order mandate for completion at the time of taking up occupancy, tenants are required to then manage their rental payments going forward throughout their tenancy. There were failings on behalf of the managing company that are responsible for the block management of this property, regretfully this lead to some delays in resolving some maintenance issues for which CJ Hole cannot be held accountable for. We at CJ Hole did our upmost to try and ensure that all maintenance issues were resolved as quickly and efficiently as possible and always endeavoured to keep you as our tenants informed as to any problems or progress in doing so. Any ongoing maintenance issues are always taken into consideration when dealing with deposits upon a tenants vacation of a property, ALL tenants have the opportunity to raise any disputes that they have concerning deposit deductions directly with the DPS, I can see that in this case all deductions were agreed mutually with both tenants and CJ Hole.

Dear Richard We are sorry to hear of your disappointment over the loss of your intended rental property. We completely understand your concern and frustration but unfortunately it is not possible for us to make a contractual arrangement with a landlord at this stage of a rental transaction. You will, of course, receive a full refund of both your referencing and administration fee. As a gesture of good will, we will not charge you either a referencing or administration fee in the event you find another rental property through C J Hole Cheltenham.