Dear Nomad Home UAE, Thank you for sharing your feedback. We are truly sorry for the inconvenience and frustration you experienced, especially given the long journey you made. We fully understand how disappointing it must have been to have the viewing canceled on the day. To provide some context, once we receive a holding deposit for a rental property, we are legally required under the Tenant Fees Act 2019 to stop marketing the property and cease all further viewings. This ensures that the property is reserved for the applicant who has committed by paying the holding deposit. We understand how frustrating this situation can be, but unfortunately, we are required to follow these regulations, which are in place to protect all parties involved. While this legal obligation meant we had to cancel the viewing, we sincerely apologize for the disruption it caused to your plans. Cancellations like this are rare, but we acknowledge the impact they can have, especially when traveling from a distance. If you are still searching for a property, we would love to help you find something suitable. Please feel free to get in touch with us directly, and we will do our best to ensure a smooth and positive experience going forward. Kind regards, The Northwood Exeter Team

Hi Adam, Thank you for your feedback - unfortunately this is completely unrepresentative of the issue at hand. I can confirm that this issue has been fully resolved and that you have been able to remain in the property without any expense incurred to yourselves. This matter came about due to contract negotiations with the landlord which would trigger the end of tenancy process, and we will always do everything we can within the remit of our contract with landlords to ensure that our tenants are not negatively impacted by these negotiations. We are very pleased that you are able to remain in your current home, and wish you and your family all the best for the future. Kind regards, Charlotte Northwood Exeter

Dear Curtis, Thank you for taking the time to share your experience. We’re truly sorry to hear about the issues you faced and the frustrations you encountered with both maintenance and the return of your deposit. This certainly isn’t the level of service we aim to provide. We’d like to let you know that Northwood Exeter is now under new ownership, and significant improvements have been made to our processes, especially regarding maintenance and communication. Our current approach ensures that all reported issues are dealt with promptly and effectively. We’ve also made changes to ensure a smoother and more efficient process when it comes to deposit returns, in line with the required guidelines. While we understand that this doesn’t change your past experience, we want to reassure you and any future customers that we are dedicated to providing a much-improved service moving forward. If you would like to discuss your experience in more detail, we’d be happy to address any remaining concerns. Please don’t hesitate to get in touch. Kind regards, The Northwood Exeter Team

Hi Ozgur, I am really sorry for the delay in getting back to you, and that you feel that Northwood Exeter did not provide a good service, however you will appreciate that it is impossible to understand where we might have gone wrong since you have not provided any feedback and that we have no record of ever letting a property to yourself. If you would like to discuss this further, a member of our team would be happy to rectify any queries or misgivings you may have, as it is very difficult to rectify issues without knowing what they are. Please email exeter@northwooduk.com and I would be happy to discuss this with you. Kind regards, Charlotte Northwood Exeter