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

Dear Mr Jones, I am very sorry to hear about your poor experience and unhappiness with our service. But in mitigation I feel I must provide some background. The main thing is that neither we nor your landlord (as you are aware) controlled the roof repair. When you reported the leak to us, we discovered that the roof to the building was controlled by Homes Scotland, who had to arrange and authorise all repairs. We reported your issues to them straightaway and kept chasing it throughout the period. Unfortunately much to our annoyance and understandably yours, they couldn’t authorise the repair until they had permission from all the owners in the block. Your landlord gave their permission immediately but we understand that there were several owners who wouldn’t and it took some considerable time, despite constant pressure from us, before Homes Scotland managed to get authority and then authorise the work. Having looked at the photographs of the leak I feel I must contest your assertion that the property was in anyway “unsafe”, the leak was I accept, distressing and annoying, however it was not major in scale. Lastly the cleaning invoice; as with most of our tenants you received a pre checkout advisory visit to explain the standard required and to cover any specific issues you might have. Additionally you have (as you say) let property from us previously and at that time returned the property in very good condition, so you were aware of the standards required. If you were unhappy with our findings at the checkout you could have contested it through the Tenant Deposit Scheme arbitration process at no cost to you and if they had found in your favour then we would have borne the cost. Yours sincerely, Belvoir Dundee

Dear Mr Blench, having read your review, i am sorry if you feel that our service has not adequate and in order to respond adequately I made some enquiries. Firstly regarding your assertions concerning the head of office as you call them, as far as I know we have never spoken, nor have you had routine dealings with the Branch Manager. The specific issue you raised is that the property wasn’t cleaned when you moved in, i can assure you it was and if you wish we can provide you with a copy of the cleaners invoice if you wish. Regarding the electricity supplier, all we do is pass on the meter readings, your details and the date you moved in to the relevant supplier (which we did) it is upto them to contact you. If you are having issues with your supplier and you think its something we might assist with then please contact the office. One thing I will comment on is that your complaint seems to have been raised following one of our routine property inspections in which it was noted that not only were you not keeping the property clean but there were also some damages. Obviously this must be a coincidence. Mr N Horan Director