Hi Callum - Firstly, we do care about our reputation and so are disappointed to receive a one-star review, but do want to resolve any issues. However, we have tried to search for your contact details, but can't find them on our database, and can't find any messages? For clarity, we have no issues with Universal Credit, and would be unaware how someone pays their rent until they have registered with us. Therefore, can you please confirm how or where you left us a message call the office on 01403 272002 or email lettings@brocktaylor.co.uk so that we can help you? Obviously, we would also request that once resolved that you remove the review too....Thanks - Peter & the team at Brock Taylor

James, at no time would we ever be anything than 100% truthful on a transaction, indeed our transparency is a key aspect of our service. However, we do understand buying property is stressful and delays that are out of your, or our, control are very frustrating. For clarity, there was a short chain, where your vendors were buying a probate property, that was awaiting probate to be granted. Unfortunately, no one expected a will to be contested, that caused the probate to be paused, but this information was relayed to you. Unfortunately, this situation created extensive delays. However, especially in the current market, there is not a need to keep a buyer hanging on for a protracted period, as there are typically multiple buyers for each property for sale. Indeed, when the property you were buying was re-marketed it immediately resold for significantly higher, as the market had moved on. Naturally, we are disappointed that you were unable to buy the house that you offered on, although this was not due to any form of lies or deception. We are also unaware of any misinformation relayed between the parties involved, but sometimes information is misunderstood or misinterpreted, that can cause confusion. Unfortunately, this is just another frustraing example of the conveyancing process and delays that can occur. We hope that you have now managed to find a home and wish you every success in the future.

Thank you for your review, obviously we are always disappointed to receive a negative review of our service, especially when it is not a true reflection. For clarity, at no point would we ever be involved in a revenge eviction, however there are times when a landlord may want to regain possession of their property, that can be difficult for a tenant. When this situation happens our lettings team will always act with empathy in order to resolve any issues and try to help them find a new home. We always work with our landlord's to resolve any maintenance issues that might occur during a tenancy, both quickly and efficiently, although some will need further investigation. Although there is no information about who left the review I am confident that any maintenance issues are always dealt with promptly and so this review, if genuine, would not be experienced by a tenant that has rented through Brock Taylor, as our many 5 Star reviews will show. We have also been awarded the title of "Best letting agent in Horsham", by the British Property Awards, after being mystery shopped on multiple occassions too.

We always value constructive criticism, however completely refute any claims of discrimination or of a property not being maintained whilst it is under our management. Obviously, when someone also hides their contact details, it makes our ability to relate it to an actual property difficult! As a professional estate agent, that has been awarded the tite of best letting agent in Horsham, by The British Property Awards , for 3 consecutive years we offer a friendly, polite and professional service to all of our clients. However, feel free to contact the office on 01403 272002 if this is an actual review, so that we can help.

If you really want to read a review of Brock Taylor's service then there are over 200 5 star reviews to peruse. However, I always feel it is good to respond to every review - even if it is not actually a review of service received. Having lost a parent to Covid this month I feel this review is both insensitive and unjustified as we are acutely aware of the necessity to follow strict protocol to maintain safety. Therefore, we have worked extensively to create a safe environment for staff & the limited visitors who attend our office during the current pandemic. We have undertaken and updated a risk assessment and furnished the office with protective screens, both to protect the staff from each other & visitors - although as they are clear perspex this may not be visible from outside. In addition, the office has multiple hand sanitizing stations and all staff do wear masks in the office and undertake social distancing. Admittedly it can be difficult to be heard on the phone whilst wearing a mask, so if safe, we do allow staff to talk without a mask for short periods as long as it does not compromise a colleague. Perhaps if you would like to make yourself known to us we can show you the risk assessment and measures that we adopt daily that has helped keep the whole team safe. If you have concerns, rather than dish out a 1 star review (that isn't really a review is it?), would it not be better to query this with the team so that they could alleviate any concerns and highlight the hard work that has been undertaken? Anyway - I feel a one star review, of this type, typically says more about the reviewer, than the reviewed. I trust this clarifies our position and that we totally disagree with the claims being made.

Dear Mr Matlock, as you can see from the high number of 5 star reviews that we have received through Google we are not used to receiving a 1 star review. Therefore we were disappointed to read that you were unhappy with the experience of buying a flat. From reviewing the file notes and reading about the property it would appear that although it does have a boarded loft, as well as direct access from the property, there are restrictions in the lease on storage. As the property had been acquired and was now being sold, by a part exchange company, this information was not highlighted to us. Naturally, we too are frustrated that you have incurred costs and did try to offer a solution to mitigate this. However, we are also keen to learn from any customer, so would welcome the opportunity to discuss this with you. I will look to make contact, but otherwise please call 01403 272022 and ask to speak to Peter.Otherwise we wish you every success in the future.

Thank you for your review. I understand that this feedback related to a tenancy that you had looked to undertake in 2016, that did not go ahead as the landlord requested a fixed 12 month tenancy, but you wanted a shorter period. For clarity, we would never knowingly change a contract or mislead a client - or potential client - although understand an initial document was issued incorrectly with a break clause. However, we did try to discuss this directly, without success, and your deposit was refunded without the need to go to court. We would still welcome the opportunity to meet with you to discuss this matter as we are an independent company with a strong focus on customer service. Please feel free to call in or contact us on 01403 27202. Kind regards.

Thank you for reviewing us, however we can find no trace of you on our database, so please contact us on 01403 272022, so that we can understand why you provided this rating, especially is there is no additional information. As a company who has a very strong history of providing great customer service we would welcome the opportunity to try to resolve any issues that you may have, or ask you to remove the review if it has been left in error. Kind regards.