Thanks for your review Jonathan. Your comments are fair - your repair job has taken far longer than we would have liked and we thank you for your patience. Our business has grown rapidly and the team have been overstretched - but we have another new person starting on Monday and we hope to restore our former service levels.

Thank you for taking the time to leave a review, we appreciate the opportunity to address your concerns. As we fully manage the property on behalf of the landlord, all communication should go through our agency, as this is a service the landlord has contracted. Regarding the condensation issue, there is no structural problem with the flat. It was caused by lifestyle factors and insufficient ventilation. Landlords are not obligated to provide dehumidifiers; it is the tenant's responsibility to ensure proper ventilation and cleanliness within the property. No further maintenance issues have been attributed to you. We understand that moving out can be a busy time, which is why we provide tenants with plenty of notice about the required condition of the property before leaving. This ensures they have ample time to clean or obtain cleaning quotes and select the most cost-effective cleaning option before vacating. Prior to the move-out date, we also provide thorough guidance, including a detailed cleaning checklist and contact details for professional cleaners to help make the process as easy as possible. Our goal is to give tenants plenty of time and resources to return the property in the same condition as when they moved in as required. Unfortunately, in this case, the property was not left in satisfactory condition, we understand this may not have been the outcome you hoped for, but professional cleaning was arranged as a result. We take feedback on staff conduct very seriously and have thoroughly reviewed all communications. Our interactions were conducted professionally, and we found no evidence of rudeness or unprofessional behaviour from our staff. We understand that being asked to vacate a property can be stressful but unfortunately, situations like this can arise when landlords need to reclaim their property due to personal reasons. While the landlord did initially require possession of the property, due to unforeseen circumstances, that situation changed, and you were offered the opportunity to remain in the property but chose not to. Finally, the parking space was not included in the tenancy agreement and is considered separate from the property. As such, the landlord is within their rights to make independent decisions regarding its use, which is entirely legal. We hope this clarifies the matter.

Sorry to hear about your experience Kurian - even though Belvoir don't manage this property, it can still reflect badly on us if private landlords do not treat tenants fairly, and we appreciate the feedback. As you say, with this property, the landlord is responsible for all maintenance, inspections and returning your deposit. However, we are always available to help if any of our tenants experience issues when dealing directly with a landlord. That way we can give advice to help resolve matters and ensure the same problem does not arise in future. If you would like to email me directly I would be happy to assist you in trying to get the deposit situation resolved. My email is karyn.kelley@belvoirlettings.com. I look forward to hearing from you soon.

You're very welcome - I'm so pleased we were able to get you moved in so quickly. If you have any questions or issues during your tenancy, please don't hesitate to contact us. Kind regards, Grace

Dear Mark. It is disappointing that yourself and Vanessa felt it necessary to give us poor ratings because we are pursuing a legitimate claim against your damage deposit. Please contact me if you wish to discuss this so we can try to work through a solution. Thank you, Karyn

I am very disappointed and concerned to receive such a low rating for our services Vanessa. Please can you call me directly on 01444 708456 to give me some feedback. Kind regards, Karyn Kelley, Director

We are sorry you feel this way about your experience renting through us, and disappointed you did not feel able to discuss this with us when you left the property in February 2019. We acted on the landlord's instruction to regain possession of the property as he wished to try to sell it. The development is only a few years old, and as explained to you at the time, the mould you experienced was due to condensation as a result of not ventilating the property adequately, especially after showering or whilst drying washing. In regards to the cleaning,- wherever possible, we always try to give tenants the opportunity to return to the property once they have left, to carry out further cleaning if anything has been missed, rather than get a contractor out and charge you. I'm sorry if you found this upsetting, but surely this demonstrates our fair approach as an agent? We wish you all the best, and hope other prospective tenants can see beyond your remarks and take in to account all the positive reviews that have been posted by both tenants and landlords alike.

Dear David, We are sorry that you found our check out experience dissatisfactory, and understand your frustrations with the process. We appreciate you are disappointed with the outcome of this dispute, which was referred to the Deposit Protection Service for independent adjudication and resolution. We do appreciate your feedback and will revisit our processes to understand where we can improve our service and the overall customer experience for future dispute cases. Karyn Kelley - Director, Belvoir Haywards Heath