Dear Mr Bashir, My apologies if our service has not met your expectations. We cant do anything about your calls being cut off as that appears to just be the vagaries of the phone system. Regarding the delay, I understand you where speaking to my colleague regarding moving into a specific property with your cat. This property is one (as my colleague mentioned), that we would have to get the landlords authorisation for that. He has attempted to contact the landlord but has not, as yet, had a response. He has not forgotten about you and is continuing to chase the landlord. That said he should absolutely have made further contact with you to explain where we are in the process so you were fully aware. He didn't do this and for that I can only apologise. I know my colleague is trying again, today, to get a response for the landlord and as soon as he does (hopefully good news), then he will be back in contact with. Kind regards, Nick Horan Director Belvoir - Dundee

Dear Parastou, thank you for your communication, I believe that a number of my staff members have since dealt with this issue and communicated with you. I understand that when you were trying to contact us it was out of hours but that you did contact one of the emergency contractors (plumber) we provide. He advised that as the leak wasn't major and it was not an emergency that you should turn off the water temporarily rather than have someone attend out of normal hours. Upon further investigation it was identified that the leak was in fact from a split waste pipe under the bath which he couldn't have repaired quickly as it was thought that it would require the removal of the bath. The advice at that time I understand was that as you had a separate and still functioning toilet and shower that it was not an emergency but that the repair would of course be done as quickly as possible. Subsequently a different plumber did manager to 'wriggle' under that bath after removing some fittings for access and the repair was completed within a couple of days and during this time you still had the shower/toilet. I can only apologise if you feel this was inconvenient or if there was an excessive delay in the repairs, but in all honesty I have been through a significant leak from a bathroom in my own house our of hours and all I did was turn off the water until it could be addressed further. Kind regards, Nick Horan Belvoir Dundee

Dear Mrs Ahmed, Firstly, thank you for letting us know of your experience and I am sorry you were unhappy with the way you were dealt with; we take all such things seriously. Having investigated the incident and spoken to staff members I do acknowledge that you were ‘rushed’ through the viewing in question for which I apologise on behalf of the company and myself. However, I feel I must point out that as a result of your timing issues (a little more than 6 minutes) our member of staff was likely to be late for all his other appointments and clients throughout the rest of the day. This is obviously something we try to avoid, hence the reason he wanted to speed things through and why he may not have been as ‘understanding’ as he should have been. Additionally what kind of transport you use is of no importance to us, I myself use the bus quite often in Dundee, however if you were depending on public transport for specific appointments then it would be only reasonable to allow extra travel time for the unexpected. We do routinely ask people booking multiple viewings what mode of transport they are planning to use so that we can schedule in enough time to allow for it, if this didn’t happen in your case then I am sorry and we have reiterated this policy to the office staff. Finally I would like to mention that our agent actually drove you to your second viewing in the company vehicle (which is against company policy), as a matter of courtesy and so that you would arrive in good time. Once again I am sorry if our agent appeared a little brisk with you or if you were rushed through the viewing this does not reflect the standards we routinely strive to achieve. Kind regards, Nick Horan Belvoir Lettings - Dundee

I have reported this review to Google. Given that no name, location, details or any other pertinent information is offered I feel that there is little or nothing I can do to address whatever the issue may be, that is assuming its a real review. Regards, Nick Horan.

Dear Miss Ritchie, I am very sorry to hear that you had an unsatisfactory experience with Belvoir Dundee in 2013 and for this I can only apologise. Unfortunately as I’m sure you can understand there has been a significant turnover in staff and change of process in the intervening period and as you and I didn’t deal directly regarding these matters I cant really comment on specifics. I do recall that there were some issues between you and your ex-flatmate which led to a breakdown in communication which I believe impacted on our normal processes, arranging viewings etc but never the less that was still our job to overcome and if we didn’t do that then again I can only say I’m sorry. I hope your are doing well wherever you are currently located and happy in your new home. Kind regards, Nick Horan Belvoir Dundee

Dear Ben, Whilst I am happy to hear from clients I am afraid that in this case given the inaccuracies and innuendoes in your comments I feel I must respond. Having looked into your case it appears that you called the office prior to the bank holiday weekend to make what to use your words was a ‘cheeky offer’, well below the advertised rent. Now there is nothing wrong with this and in fact we encourage it, but we are legally and contractually required to refer offers to the landlord. You were told this at the time and also I believe that given the level of the offer it would be unlikely that the landlord would accept it. On the following Monday when we partially re opened we received another enquiry from someone who wanted the property at the advertised price. When you called you were told this and increased your offer to the same level. Both parties were told to complete the referencing paperwork and were told that no application would be accepted until we had completed applications. You and they submitted the paperwork and because we had two applicants either of whom would have been suitable in our eyes we asked the landlord if they had any preferences. Disappointingly for you in this case they chose the other applicant. My staff then explained the situation to you and told you that because we were happy with your paperwork if there was another property you were interested in then we would accept an application for that. At no time did we tell you we would take the property of the market for you or the other party, we don’t do that until a completed application and holding deposit has been received and we wouldn’t accept an application until the landlord agreed the offer. Additionally we did tell you that your ‘offer’ would have to be agreed by the landlord, as we are legally obliged to do. Fundamentally you made the choice to make a lower over forcing us to refer it, there is nothing wrong with that but it was your choice. If you had offered the advertised rent and completed the paperwork etc then the property would have been off the market at that point and no other offers would have been entertained. I am afraid that I feel that in this case you have given us a poor review for fundamentally doing our job and you not getting what you want. Well sometimes that’s just the way it goes. Regards, Nick Horan

Dear Mr Kumar, I note your review of the 16/02/2016 We take all reviews and the opinions of our clients very seriously. Firstly my apologies for taking a few days to respond to your this was because I couldn’t immediately identify you, we have another tenant with a very similar name, additionally I had to make enquires concerning your issue. As you haven’t raised an actual complaint through our normal process (published online or available by email) I only have the information from your online review, our records and staff. The general thrust of you issue seems to be that you feel you have recently been treated unfairly or in a cavalier manner. My understanding it that following a routine property inspection, which had an unsatisfactory outcome due to condensation, you were contacted in order to arrange a follow up inspection. You asked what the inspection was for and when the reason was explained you were unhappy with this. I must point out that all calls to our office are recorded and having personally reviewed the call in question I cannot but feel that my colleague was polite and helpful throughout. I would accept that my colleague is new to this role and may not have been as clear regarding the background to the situation, as I would have preferred. However, he was polite throughout the call and at the end of it you seemed happy with the explanation and the need for a re inspection. Having reviewed the photographs of the inspection and it is clearly condensation that is the issue. Condensation is regarded by the Scottish Government, local authorities and most damp experts as almost always being a “lifestyle issue”. What this means is that it results not from a problem with the property itself but from the tenant not ventilating/heating the property appropriately. All our tenants are given a guide to condensation when they move in because it is not an uncommon issue. The purpose of the re inspection was partly to see if the condensation was getting worse or was under control and also to possibly render advice on how to control it going forward (which is relatively simple), which would be to your and the landlords benefit. I’m sorry if you feel that we were unhelpful in any way, but as I say having reviewed the call I cannot agree. If you would like further information regarding the prevention/treatment of condensation then please don’t hesitate to contact the office. Kind Regards, Nick Horan Director

Dear Giulia, Thank you for bringing this to my attention. You are quite correct in that there were a number of administrative errors surrounding your application which were largely casued by poor communcation as more than one person was involved and for this I can only appologise. Without boring you to death after you submited your partialy complete application for the property someone else submitted a complete one and at the point, as we dont hold properties without completed and accepted applications it was deemed to have gone to the other applicante. My colleague mistakenly believed that you had been informed and shredded your applicaiton. The applicant then changed their mind and withdrew, you came back in were informed by another memeber of staff that you could re apply (who was unaware that your application had been shredded) and then very shortly afterwards someone else who had alwo been previously interested handed in the complted paperwork, hence it went again. My appologies for any inconvenience this has caused you. Kind regards, Nick Horan Director Belvoir Dundee