Let’s clear the fog with some facts: We paid the rent exactly where the executors directed us to — not the “wrong” account. When probate completed, we followed new instructions and paid the next rent to your account as instructed. Asking us to immediately refund payments that were correctly made to the solicitors is not reasonable, but we helped nonetheless and liaised with the executors on your behalf, got the rent you were entitled to back, and forwarded on the rent to you once it was returned. Normally we ask for some notice when a landlord takes over the management of a property: this allows us to prepare a proper handover, but in your case, we were more than pleased to end our agency with immediate effect. When you took over the management the tenant paid us part of the rent once, in error: there was no tenant “confronting” us or us telling you the tenant hadn’t paid. Normally we return the rent to the tenant, so that they will pay the rent to you going forward, but because you needed the rent we passed the rent on to you— as a courtesy. Gas safety certificates are usually carried out and renewed close to their expiry dates, and not weeks or months in advance. There was just under one month left on the gas safety certificate when you took over the management, and there was over two months left on the electrical safety certificate.

Dear Alexandra, I am sorry to hear of your experience and looked into the matter and I do not share your sentiment. You were forceful and hostile towards Jodie, and Jodie handled the conversation to my full satisfaction and set boundaries as I would expect her to. I expect our clients to treat my team with the same respect we treat our clients with, and in this case we cannot accept the way you spoke.

As estate agents, we take pride in the applicants we put forward to our landlords. Sometimes, some applicants are disingenuous: when we believe that a prospective applicant is not a good fit, we will not take such applications forward. I note that you previously commented that "We found you to be very knowledgeable and helpful and look forward to viewing other properties with you as they become available." We are human, and make mistakes like everyone does: feedback - even when it is uncomfortable - allows us to learn and improve. In this case I believe that we have made the right decision by not moving forward with the application.

We're sorry to hear of your experiences, Darryl: we're not perfect and as humans will make the occasional error. When we do, we own up to it and we work hard to resolve this. I'm not sure however you found the right company to review: as I said we always try and learn from our error, but I have been unable to find our records as a client of ours. Feel free to get in touch though.

Dear David, We've tried with all our might, but the jobs you asked to be done earlier in the year were completed, and not related at all to the leak from the roof. Unfortunately, the leak from the roof required scaffolding because the roof was unsafe for the contractor to access using only a ladder. The scaffolding was arranged in a matter of days and the leak was repaired within the week; a response time we are happy with.

Dear Kate, we are sorry to hear of your experience. Unfortunately not every potential tenant is in a position where we are able to assist to find a new home for them. We understand that this is never easy to hear; at the same time we would not want to offer potential tenants to apply for a property where we know they would not pass the landlord's criteria. We wish you well in your search for a new home.

Dear Kate, we are sorry to hear of your experience. Unfortunately not every potential tenant is in a position where we are able to assist to find a new home for them. We understand that this is never easy to hear; at the same time we would not want to offer potential tenants to apply for a property where we know they would not pass the landlord's criteria. We wish you well in your search for a new home.