Hi Antony, sorry to hear about your experience, this isn't what we want for our customers. Please email feedback@global4.co.uk with your account details so we can look into this properly.

Hi David, apologies for the lack of response, that's not the service we aim to provide. Please email feedback@global4.co.uk with your account details and we'll make sure someone gets back to you promptly.

Hi James, Thank you for taking the time to share your experience. Disputed end-of-tenancy charges are assessed against the evidence provided. Where concerns are raised about whether evidence has been properly considered, we examine them carefully and take appropriate action where warranted. After you contacted us, we carefully considered the concerns raised and referred the case back to the independent adjudication service for a fresh review by a different adjudicator. That review is now complete and has resulted in a revised outcome. Your letting agent has been sent the revised adjudication report and confirmation of the final outcome. Please contact them for the full details and next steps. We hope the fresh review in this case provides clarity and reassurance in line with our committment to fair outcomes for landlords and tenants. Best regards, Damola Head of Customer Operations

Thank you for sharing your feedback, Geoff. We are very sorry to hear about the experience you've described, particularly in relation to the outstanding refund and the difficulty in getting a resolution, this is not the level of service we strive to provide, and we understand your frustration. We would very much like the opportunity to investigate this matter properly and put it right. Please could you email us with further details at feedback@global4.co.uk, so that we can look into this for you as a priority.

Thank you for taking the time to leave your feedback, Trevor. We are genuinely sorry to hear about the experience you've described, including the delays in response and any lack of clarity around terms, this falls well short of the standard of service we aim to deliver to every customer. We take concerns like this seriously and would welcome the opportunity to look into the matter further. If you're able to email us with more information at feedback@global4.co.uk, we would be grateful for the chance to investigate and put things right.

Hi, Thank you for your review. I’m sorry to hear how strongly you feel about the outcome, and I do understand that dealing with end-of-tenancy damage can be stressful and time-consuming. We have reviewed flatfair reference 74316. The claim submitted for adjudication was £3,890, and the adjudicator awarded £1,346.49. This was not a blanket rejection of the claim. The award included £384 towards the damaged bath and £962.49 towards cleaning, window cleaning, appliance cleaning, garden tidying, stair carpet damage, décor issues, carpet protectors, microwave surround repair, toilet roll holder repair and replacement light bulbs. The reason the full amount claimed was not awarded was not because flatfair ignored the evidence. The adjudicator had to apply the same core principles that apply in a traditional deposit dispute: the landlord must evidence the condition at the start and end of the tenancy, prove the tenant’s liability, evidence the cost claimed, allow for fair wear and tear, and avoid betterment. For example, the bath claim was made for £1,890. The evidence included a lower cost of £640 for the supply of a bath and taps, alongside a higher internet example, but it was not clear why the higher figure should be used. The check-in report also recorded that the bath was already scratched at the start of the tenancy, although no crack was recorded. The adjudicator therefore accepted that damage had occurred during the tenancy, but awarded 60% of the evidenced lower cost rather than the full replacement amount. For the wider £2,000 claim, the adjudicator accepted a number of items and made an award. However, the full amount was not awarded because the costs were not individually itemised for each issue, the evidence submitted did not clearly support the full £2,000 claimed, and some matters were not sufficiently identified in the check-out report. On cleaning, the adjudicator also had to consider that the check-in report recorded the property as being in the process of being cleaned, but the final standard achieved at the start of the tenancy was not clearly evidenced. That meant a full deep-clean award could not fairly be made. We appreciate that you say your overall repair costs were higher than the award. However, adjudication can only award compensation for the charges submitted, evidenced and proven within the process. It cannot simply reimburse all later repair or refurbishment costs where those costs go beyond what the evidence supports, or where the legal principles of fair wear and tear and betterment require a reduction. We would not seek to remove a review simply because it is critical. We do, however, think it is important to clarify that the claim was assessed through an evidence-based adjudication process, and that an award was made where the evidence supported it. Best wishes, Damola Head of Customer Operations

Hi Charlie, We're sorry to hear that your experience didn't meet your expectations. We understand how frustrating delays during the referencing process can be, we generally have excellent turnaround times and we're continually working to improve in this area. Regarding our No Deposit product, it's entirely optional and is offered as an alternative to a traditional cash deposit. We appreciate that it won't be the right choice for everyone, which is why tenants can choose the option that best suits their circumstances. If you'd be willing to share more about your experience, please reach out to us via support@flatfair.co.uk and we'll investigate further. Best wishes, Damola Head of Customer Operations

Thank you for leaving a review Grant. Unfortunately I cannot see your details linked to any Miles and Barr files in both Sales and Lettings and you do not appear to be registered with our company. Should you wish to discuss anything further with your experience and how we can improve, please feel free to contact us.

Thank you for taking the time to leave your feedback. We're sorry to hear that your experience didn't meet your expectations, as this is not the standard of service we strive to provide. … More