Hi Graeme, Thank you for your kind words, I've passed your amazing feedback to myles who I am sure will very warm inside as a result! I am glad you found our service and communication levels met your expectations and I hope that one day, we will work together again. All the best From all the team at HP

Dear Sazz_M, The review left makes it hard for me to determine what you are unhappy about (or who you are). Please could you contact me directly on 01293 529999 so I can determine this is a legitimate and valid review. If legitimate then I'd love to see what I can do to help. Kind Regards Adam Charlton Managing Director

Dear Gaynor, Thank you for providing your feelings on your experience and I am sorry to hear you feel that way. I've looked over our computer system and our call management system and your comments don't quite match up with what I can see. Therefore it would be great if you could get in touch with me on the details below to discuss further. I will be reach out to you directly too. Thank you in advance. Adam Charlton Director 01293 529999 adam@homes-partnership.co.uk

Dear Luke Thank you for taking the time to let us know your thoughts on the recent ending of your tenancy through Homes Partnership. We take all feedback seriously as it helps us improve our services. I do not feel it right to share the finer details of your tenancy with the public, but I will comment on a few of your points below: A landlord is permitted, by law, the bring to end a tenancy with the Section 21 process, as was the case in your experience. There is nothing a letting agent can do to stop this; in fact, we are contractually obliged to carry out their request. We did so and we did so lawfully, even allowing an extra two months to try to give you more time to find a new home for you and your family when it became evident that it was hard for you to do so. We are fully aware that asking people to leave their home with never make us popular, but it is a reality of renting a property in the UK (albeit current legislation reviews may change this somewhat) when given those instructions by the property owner. Homes Partnership gained absolutely nothing from the ending of your tenancy. Renting a property in the current climate is both difficult and frustrating and we really wish it wasn’t but we try to do our best, every day, to make it the best experience possible. I am not sure any of our customers would want a business owner to deal in fiction rather than fact, but I will personally take your comments onboard for the future. Despite your clear views towards my company, I wish you and your family the very best for the future. Kind Regards Adam Charlton Director

Dear Annette, I am sorry to see your comments. Can I ask what has happened to led you to feel this way? Once I know I can look into it for you. Please contact me directly via email or phone. Thank you in advance Regards Adam Charlton Managing Director 01293 529999 adam@homes-partnership.co.uk EDIT/UPDATE: Hi Annette, I have now spoken with the team member that took your call today. On the basis of the feedback I’ve been given, it is very sad to see you felt the need the rate is 1 star for service. It is not appropriate, nor fair on you to discuss your situation in an open environment. Likewise I do not feel that your rating was fair based on what I know. Therefore I would still encourage you to contact me directly if you feel we could’ve handled the call any better. I care very much about my business and the service we deliver and I would ask you to consider whether the rating you have provided is a fair representation of the service received when there are circumstances outside of our control that avoid us being able to help you at this time. I do look forward to speaking with you as detailed previously. Kind Regards Adam

Dear Mr Taylor, As requested by myself, my team called you again today to explain in a bit more detail why we could not help you with the particular property you saw previously. Discussing your personal financial situation in a public way would not be professional and therefore I will not make any further comments in this regard. Lastly, you mentioned, "...that still wasn't good enough for them". A decision on whether a reference is acceptable or not is not one made by my team or me; it is a decision made by a referencing company and the legal owner of a property. I just wish to make this point correct for anyone else reading this in the future. As my team mentioned, we are happy to see where we can assist you in the future and hope we can do so. Kind Regards Adam Charlton Director

Dear Suvetha, Firstly I would like to thank you for letting us know your thoughts, even if they are not of a positive nature. I will refrain from making any personal insults or making inaccurate claims such as you have done within your 'review'. It is these insults and claims that sadly mean I am not going to dwell on your words too much because that is not how I wish to interact with someone. I had felt sympathetic towards your situation prior to this. Instead I will relay some simple facts below which layout the timeline of your transaction and I am only doing this for the benefit of anyone else that is reading this review: 27/02/2021 - You view a property in Crawley that was advertised For Sale. You made an offer on the same day and this was swiftly agreed for you and the property was removed from the market. You were aware that the sellers needed to find someone and the chain was incomplete. March '21 - Owner finds a property and the sale commences May '21 - I will not disclose publicly the issues you were experiencing from you side during this time but the owner was patient with. June through July '21 - Continued patience is shown August through September - Unusual proposals are put forward from your side and the owner shows continued patience. The owners chain falls apart and their search restarts. September through to July '22 - the owner continues to try and secure a new purchase and offers on many. This is one of the busiest markets ever seen on record and very difficult to secure a property for anyone with a chain. You were always kept up to date with what was happening. July '22 - The owner states that the prices have gone up so much during the last 15 months that they can no longer purchase what they need. They make the difficult decision to ask you for substantially more money (as the market has increased) but only in line with the current market rate. You decline this offer (which we understand) and state you will put a curse on the owner. August 2022 - The property is remarked at the owners request and subsequently achieves an offer £53,000 higher than the price agreed to you previously. I understand all of this would have been stressful and frustrating but the reality is that this is how the housing system works in England and we can operate within those parameters. Finally I will just fact check some of your comments too: - We are not one of the worst agencies. - The seller is indeed our client and they are our focus. We show a great duty of care to our buyers also and receive many positive reviews showing this to be true - Yes we do pass messages from the seller - it is not our property to make decision to overrule them - No 'winding up' occurred. The correct advice was given when requested from us. - Sarah plays no such 'game' and I am not sure what we could have done within our powers to alternative the timeline briefly detailed above? I really am sorry to hear of your experience, but I hope you understand that Homes partnership have never done anything incorrectly with our client in mind. I think your review is extremely unfair. We are happy to bear the brunt of your frustration, we would just hope it would be delivered in an alternative way. If you wish to discuss your complaint in more detail, in the correct environment then I would encourage you to reach out to me directly. My details are below: Adam Charlton DipSP MNAEA MARLA Managing Director adam@homes-partnership.co.uk 01293 529999

Hello, Thank you for taking the time to provide me with some feedback from your experience received. Without your name and a property your query relates too, it is very hard for me to do any investigation for you/work out if your claims are truthful. If you would like to provide this information, please contact me directly: Adam Charlton, Director 01293 529999 adam@homes-partnership.co.uk Aside from this, you will already know that the current housing market is one of the most competitive housing markets ever experienced for buyers trying to buy a property. We can ever only sell a property to one person and therefore plenty of buyers are missing out on each property that sells. This is not a situation that Homes Partnership have created. We would love hundreds of properties more to sell, but the supply and demand issue the market is facing is a nationwide issue. 'In-house buyers' is not a term I am familiar with, but I assume this means buyers that have already registered with our agency. If this is the case then yes, they will tend to hear about properties before the hit the major portals because advertise them to our registered buyers beforehand. This is perfectly sensible business practice and there is nothing wrong with this. All I can do is suggest you register your details with us and I am sure you'll hear about our properties sooner than the portal listings. 'Rat houses' is highly disrespectful - those are other people's own homes that we've been asked to market, that you are referring too. Sadly this term has not put your 'review' in a positive light to me. The remainder of your 'review' is simply derogatory, unfair and untrue and I do not feel the need to respond to it. Please read the hundreds of other reviews that say quite the opposite. I apologise if you have not got the opportunity to view a property before it is sold to another party. We act fairly and always within the guidelines were are set by our client and membership bodies. I am happy to discuss this matter in a constructive manner with you, please reach out and I will be more than happy to personally help with your property search. I wish you all the best in finding a new home. Regards Adam Charlton, MARLA DipSP Director

Dear Vanesa, Thank you for taking the time to leave a 'review'. I cannot find your name in our database but I think I have been able to establish who you are via your partner's name. I will start by apologising for how you feel, trying to find a new home can be stressful especially when the letting market is so fast-moving. We would never actively do anything to make this process stressful for someone, however, we can only ever let a property to one person(s) despite receiving (on average) over 50 enquiries for each property we mark as available. As you have chosen you display your concerns publically, I have little choice but to display both sides of the story to show a true representation of the course of events. 19th March - We registered your partner looking to rent a property. This was done the same day you made contact with us. Also on this day, you made a duplicate enquiry which was deleted as we had already spoken to your partner. We had no suitable properties to offer you at this time. 27th March - You/your partner enquired via email again and re-registered looking for property under a slightly different name. We tried to contact you but received no calls back and the enquiry was closed. 2nd April - You enquired about a property in Bewbush we marked as available to rent. We booked you a virtual viewing via Zoom for 6th April. 6th April - You failed to show up for the virtual viewing via Zoom with my colleague. We then had to rearrange this for the 9th April. 9th April - Virtual viewing conducted 10th April - We called you to try and obtain feedback from the viewing. You did not answer/return our call. You maintain you called on the 12th and 13th April - I can see no record of these calls looking at our call log history on the number we have for you. This aside, as you hadn't seen the property physically, we never would have taken a 'reservation fee' anyway as that is not within our processes until a physical viewing has taken place. 14th April - You spoke with my colleague and arranged a physical viewing for Saturday 17th April 14th April (Eve) - another party sees the property physically (they virtually viewed the day before) and they declare their interest and pay their holding fee. 15th April - You are called to inform you that the property is now let and the viewing on Saturday is cancelled. 16th April - You attend the office upset, asking how this has happened. All of the above was explained to you PLUS additional information regarding the current occupiers and access issues we had had due to COVID19 concerns on their behalf. All of which were out of our control. 20th April - without any further contact with ourselves you leave the above review. I must say that your claims of putting you 'almost on the streets' are completely out of proportion and as you can see from the above, at no point were you mistreated and at no point were you promised a property you did not receive. I am sorry you did not secure the property you say that you wanted, i wish we had many more properties available for you but the lettings market stock has been falling due to some of the changes in the Private Rental Sector that we have seen over the last few years. I do not feel the situation above deserves a 1-star review I am afraid and it is not reflective of the service we provide. I wish you all the best in your future search. Kinds Regards Adam Charlton DipSP MARLA Director