Dear Leanne, Thank you for taking the time to share your feedback. We value all reviews, as they give us an opportunity to reflect on and improve our service. However, in this instance, we feel it is important to address some inaccuracies in your comments and provide further context. Your review mentions that we "withheld guaranteed rent due to a complete stranger phoning us," and questions our professionalism and integrity. The matter you refer to has been thoroughly reviewed by The Property Ombudsman (TPO). Their independent investigation concluded that our actions were appropriate and in accordance with industry standards and legal requirements. Specifically: The Complaint Was Not Upheld: TPO found that we acted in an appropriate and proportionate manner Industry Best Practices Followed: We acted to ensure compliance with the TPO Code of Practice No Compensation Was Awarded: The TPO adjudicator determined that we acted correctly in this situation, and no compensation was deemed necessary. We fully appreciate that disputes like this can be frustrating and emotionally charged. However, the language and accusations in your review are unfounded, particularly given the TPO's decision. It is disappointing that, despite this resolution, you have chosen to post a public review which misrepresents the facts of the case. Northwood prides itself on being a family-run business that delivers professionalism, expertise, and peace of mind to landlords and tenants alike. We have always acted in good faith and in compliance with the highest standards. We invite you to reach out directly if you would like to discuss this matter further, as we are committed to maintaining open communication and professionalism, even in the face of disputes. Yours sincerely, Northwood Peterborough