Thank you for your 4 star review Mercedes, it is appreciated. The team would like to know however what could they have done to earn the final star? They say its because they want to provide the best service possible and excel in our profession (but it may be because our staff performance reviews are coming up soon, I'm not sure 😉)

Good morning Goran, Thank you for your review. We cannot seem to trace or find any record of working with you, please could you get in touch with our office and we will be happy to discuss any unsatisfactory points or queries you may have. Many thanks,

Dear Aleph, It is unfortunate that you didn't enjoy the smoothest experience at the property in question and I am saddened that we weren't able to force through the necessary repairs quicker. I think it is unfair to state that you were taken advantage of however, as we were completely open about the known issues at the flat, even while we had assurances from the owner that they would be sorted as soon as possible, you elected to move-in to the property as seen. We unfortunately cannot spend a property owners money without their permission, so even when we had sent out contractors or arranged quotes in good time, we were sometimes hampered by the financial circumstances of the owner, although despite that fact, the specific radiators in question were changed less than 4 weeks after you moved-in, which as I recall was in the spring, as opposed to winter. I have checked the history of our correspondence between my office and your good self and can state we always responded to you in good time. The check-out report conducted at the end of your tenancy is a completely independent report, created by a company who get paid the same amount for their inventories regardless of the contents. Their reports are to a high degree, factual and accurate. As such I can definitively refute that the property was left in a better state than you found it (a refrain we hear quite a lot), unless you feel that leaving drill holes in walls an improvement? Finally, on questioning our integrity and honesty, principals that our family-run agency hold dear and to which we owe our success, I would highlight that vacating a property while in arrears, or painting an inaccurate picture to damage a reputation is the antithesis of integrity. Despite the misalignment of our views, I wish you the best with your house move and hope things run smoothly for you moving forward.

Hello Lloyd, I understand your frustration and can assure you that we have looked in to the matter further, as here at Northwood we always try to be as fair as possible when mediating disputes. In this case, there are certain legal obligations within procedures that we must follow as a responsible agent regarding your complaint to ensure that we act in compliance with the law. At this stance I'm afraid that we are unable to go any further with your complaint as we previously explained. Having said that we are always open to further discussions with you should any new occurrences arise and will be willing to investigate any new issues further.

Enzo thank you for taking the time to review your experience with Northwood. I have discussed this with all staff members and it appears initially there was confusion with different names given which of course Northwood had to check and clarify. There was also a delay in offering your viewing as the contractor was working in the property. I understand that when we could carry out the viewing, you decided to cancel. We always do our best to a) follow correct legal procedure and b) carry out viewings to satisfy the client requirements.

Northwood cannot trace your name anywhere in our system and therefore are unable to explore this any further. Also you left no indication as to what your issue is.

Hello Anil, thank you for taking the time to review our business. I have now looked into your comments, and have found that as we had received an offer on the property you wished to view, which was accepted, we immediately called 5 people including yourself, who had requested viewings to cancel the appointments made. We have since called the other five again to check they had received the messages in time and they were all satisfied with our actions/service. I am not sure why you didn't pick up the message. We make it a priority to cancel any appointments as quickly as we can in these circumstances. We are sorry that you felt the need to give us a negative review. If you wish to discuss further please let us know. Regards Anne Pearce, Northwood

Hello Roshan, I have looked into this case after reading your comments above regarding the way your application was handled by Northwood. Without going into details here, we have by law to ensure the Right To Rent criteria are followed to the letter and that the Landlord is happy with every aspect. Unfortunately, any application can only be judged upon in its entirety and this can sometimes take time and must be approved by the landlord. Apologies that your application was rejected in this instance but we never make overt promises that an applicant can attain a property prior to this process. We have returned your deposit and all the paperwork. We are extremely sorry that this has caused you disappointment and we wish you the best for the future.