Hi John. The property you moved into was on our tenant find service which means it is managed by the landlord. Also in this case, the tenancy agreement is prepared by the landlords management company. When you initially received the … More

Happy to respond to a poor review so see if we can improve our processes. However, your review is factually incorrect. We arranged with the landlord for you to have a key 2 days prior to the start of your tenancy start date to help you move some furniture in and, as you state, held your driving licence as security. There was certainly not a 'van full of furniture'. We usually accompany every tenant to every move in, however, as you borrowed a key prior to the move in date, we gave you a key and, as we DID acknowledge, it was the wrong key - a genuine mistake. You then stated that the only way you would continue with the tenancy was if you received £300 in compensation. We did not feel that such compensation was warranted in this situation and the tenancy was withdrawn. You WERE refunded your FULL application fee immediately. We would normally ask Google to remove a review that is factually incorrect, however, in this case we're not as we think it is important to highlight that firstly, we negotiated with the landlord to allow you entry to the property in an effort to help you out and secondly, we did not act 'unprofessionally' when trying to resolve a genuine mistake. Refusing an unreasonable compensation demand is not acting 'unprofessionally' and neither is refunding your application fee immediately, in full when YOU refused to continue with the tenancy.

Happy to respond to a poor review so see if we can improve our processes. However, your review is factually incorrect. We arranged with the landlord for you to have a key 2 days prior to the start of your tenancy start date to help you move some furniture in and, as you state, held your driving licence as security. There was certainly not a 'van full of furniture'. We usually accompany every tenant to every move in, however, as you borrowed a key prior to the move in date, we gave you a key and, as we DID acknowledge, it was the wrong key - a genuine mistake. You then stated that the only way you would continue with the tenancy was if you received £300 in compensation. We did not feel that such compensation was warranted in this situation and the tenancy was withdrawn. You WERE refunded your FULL application fee immediately. We would normally ask Google to remove a review that is factually incorrect, however, in this case we're not as we think it is important to highlight that firstly, we negotiated with the landlord to allow you entry to the property in an effort to help you out and secondly, we did not act 'unprofessionally' when trying to resolve a genuine mistake. Refusing an unreasonable compensation demand is not acting 'unprofessionally' and neither is refunding your application fee immediately, in full when YOU refused to continue with the tenancy.