Dear Ben I/we are very sorry to hear how you feel about us here at Belvoir. I have spoken and seen the correspondence to and from the team and your landlord involved in your issue with a faulty dryer. We do fully understand and appreciate that you have paid in your rental for a working appliance, however as with all things in life, sometimes they break or just don't work for whatever manufacturing reason. I do know that your landlord attempted to get it 'fixed' in the first instance and as this wasn't successful, he then ordered a new one and replaced it. I am afraid he cannot do more than that and is not expected to. I am afraid with the current economic climate, I can sadly assure you that 'everything' is now taking a lot longer to be delivered. I do know for a fact that we never 'forget about any problems' we are a family-owned and family-run business and that is not our 'modus operandi' at all and neither will we accept that from our teams, I have seen the evidence of 'all' the many emails back and forth so I know your frustrated comment to not be true. I have also been informed that your landlord has 'gone above and beyond' for you in regards to fixing/replacing issues that are in fact your as the tenants responsibility. I have also seen an email sent from your landlord to our team this week regarding his own perceptions on your repeated communications. As a student, you are of course entitled to be given the exact same level of care as any other tenant and we will continue to provide this for you. Sadly, you will find when you have your own property, that appliances and maintenance issues rarely get replaced or fixed within a quick timeframe, let alone that of a rental property. I am currently having to dry my washing on the radiators at home whilst using a de-humidifier, as is my 87 year old father, so we do know how you must have been very frustrated with not being able to dry your clothes! I also know that your landlord has reimbursed you for the cost of you drying your clothes, so that's a consolation for you. We wish you a very merry Christmas and a great New Year Ben and as I said, we will continue to support and provide you with your tenancy needs. Best Wishes Sue, John & your Belvoir teams.

Dear Daniel Thank you for taking the time to leave us your review and we fully understand your frustrations, regarding the 'internet'/elevator/heating/common area. We cannot apologise enough for these issues but as I am sure you understand, these are maintenance issues for your landlord to fix/resolve as soon as we have reported it to them, and I can assure you that we have evidence to prove we constantly addressed these problems. I also know that 'parts' for elevators etc have been hard to obtain let alone the huge delays in goods being received into the UK in order to fix issues, it is a problem many of our contractors are facing in this present climate. I must reassure you also that when you mention 'scamming you out of your deposit and different fees', this is actually incorrect. Legally we are not permitted to charge any 'fees' whatsoever that don't fall under the remit of the 'Tenant fee Ban' 1/6/20, Government legislation, we here at Belvoir are fully-audited annually, not only on our finances but on our strict adherence to the letter of the law, of which there are over 140 in our industry! We are fully aware that students very sadly believe or think that agents 'scam' them or 'take their deposits' for their own gain, but I can wholeheartedly assure you that we here at our family-owned agency do not ask nor receive any commissions from our contractors, the invoices you pay are 'as is' and they are paid directly to the contractor/cleaner. Our absolute best, most efficient and easiest deposit return is to find the property clean and ready for the next students to inhabit, resulting in us just having to check the property and return your deposit. We would never 'scam' anyone, so please don't think that. We sincerely wish you all the best for your future and we are sad that you have felt this way about us. Best Wishes Sue, John & your Belvoir Student team

Dear Eddie Thank you for leaving this review, although we are obviously not happy with the content! I have carried out some research and have seen that we had clearly let you down on some instances. I/we are truly sorry and I/we can assure you none of it was intentional and is not our normal service standards. As Tracey replied into her email reply to you, she has passed your comments onto the relevant new members of the team and to us as a whole. We can only learn from mistakes and I/we can assure you we will. Please try to remember us in a positive light! Please do take care and stay safe. Kindest Regards Sue, John and the Belvoir team :-)

Hi, I am deeply saddened to see this review on here as the owner. As you state, it is a LET-ONLY property whereby our only relationship with the landlord is to find them tenants and provide all relevant documentation at the inception of the tenancy, this is when our relationship ceases, otherwise this is unfair on our landlords who pay us to manage their properties as I am sure you understand. But we are of course unhappy to hear of the issues you have faced in not being able to contact them. I do know our Student Manager has helped you all she can when she has every right to do nothing at all but as you know this has not been the case. I have just spoken to Sylvia ( Student Manager) on a Sunday and she is most hurt as she has been trying to help you all she can whilst attending to over 800 'MANAGED' students whose landlords pay us to assist them, unlike a LET-ONLY landlord. It is very unfair of you to release this tirade towards us when we have no control of your tenancy or landlords whatsoever, it is the same as blaming you for something someone else has done! In regard to your comment about us re-letting the property, we re-let this back in November 2018 and had no knowledge of these issues and I can prove to you that we have not had problems of this ilk with these landlords in the past. Your comments are extremely far off the mark regarding how we treat and care for our students, you will find that we sponsor your University year on year out of our hard-earned family-owned, family-run business, we currently have two Warwick University students working for us, one of whom is work-experience and you will find that several of our employees are ex-University students. So you can see that we hold our students in high-regard. Nonethless I personally understand your frustration as this has also caused our team frustration in having to become involved in a landlords issue that should not have occured for you or us, suffice it to say, we will be sending your landlord your reveiw so he can see what we have suffered in regards to our reputation when it is unfounded from our side. I would very much like for you and your collegaues to arrange to come to the office so we can try once again to assist you in the best way we can, we will let you sit with us and see us try to gain contact from your landlord, we are a friendly, caring 'bunch' so please dont feel that there will be confrontation at all, that is not our aim. Please try not to let this spoil your time here in Leamington Spa, but rest assured we will be looking into this with your landlords as we expect all of our students to be taken care of whether it is let-only or not. Kindest Wishes, Sue Warburton, Owner ( Office Manager) Please feel free to email me directly: sue.warburton@belvoir.co.uk

Dear Anna.. Thank you for taking the time to write a review... I am in Antigua at the moment but I do hope my replying shows you how concerned i/we are regarding your input. We are very very sadly between a'rock and a hard place' with your property....your landlords will not allow us to use our own contractors but we have to rely on theirs of whom we are not allowed to contact directly.. These particular landlords own many student properties both in Leamington and Coventry.. We have battled with them to request that we use our reliable contra tors.. But despite my comminication previously it seems all to no avail. I can assure you that Sue Harvey your property manager has reported your issues repeatedly and been promised resolutions.... She has been texting me this evening.. We have all the evidence to show you this that we have 'upheld our side' to you repeatedly. Anna.. I/we are so very disappointed and cross.. Not with you at all but you can imagine why we are. Despite this, your landlords are super people but it serms once again.. Their contractors have let thrmdoen.. Us down.. But more importantly... You and your colleagues... For that we are truly sorry. Please don't hesitate to arrange to come and see us at our office.. Even if you just want to vent. We wish you all the very best for your future and once again.. So sorry you have endured these issues. Kindest wishes.. Sue, John and your Belvoir team.

Dear Rosie I am sorry to read this review, as I was not personally involved it is hard for me to comment to deeply, however I have spoekn to my student team and they informed me that due to a tehcnicla fault, your inventory did not download/work. Out of 800+ students, it is disappointing that your inventory was faulty, however sadly we do (rarely) experience these issues. I must assure you that we do not 'add' or 'take' any commissions whatsoever from any of our contractors invoices so for us to inform students that this needs to be cleaned etc, it is of no benefit to us, I can tell you that I have personally been told by an industry adviser that ' we are behind the times' when it comes to taking commissions from contractors for tenants invoices - we feel this is morally wrong as ultimatley the invoice to the tenant will increase. That said Rosie, you quite obviously have your points and for that we are sorry you feel this is the way you have been treated but I can assure you it is not meant in this manner. Please also be assured thtat we treat and value our student tenants just as much as we value our private tenants, we do not differentiate, you are all important and we are well aware that often this is the students first time away from their parents home. We wish you all the best for your future Rosie and we do hope it hasnt spoilt your time at University. Kindest Regards Sue & the team

Dear Mr Nourbakhsh Thank you for taking the time to add to your edits, however I do need to make some very salient points: I will list them as per below for ease of reading: As you may or it seems are not aware, your son and his colleagues omitted to set up their Severn Trent water account - you may not also be aware but we absolutely cannot do this for them as it has to be the account holder for obvious GDPR reasons. All students are informed when collecting keys that they must set all utility accounts up themselves, sadly this wasnt done regarding water - we would have not known about this until the cessation of the tenancy, which sadly has held normal closure proceedings up. We could not return their deposit until this bill was set up then closed as I am sure you understand. This meant the students had to contact Severn Trent, set the account up, Severn Trent to calculate readings and then the account closed , I am unsure if you are aware but sadly these utility companies take a very long time to action such processes, I can assure you that our student team assisted all they could to 'move this along'. As a result of this taking so long to be implemented Sylvia contacted the landlord to see if there was a 'way around' this so they could have their deposit returned quickly, the students landlord most kindly said to' just' charge them £100.00 in order for them to have their deposit returned, this was most kind of their landlord as the bill would have been rather more than £100.00! You state that we charge excessive fees & charges - I can assure you, our fees are not excessive and I suggest you carry out some local research as have we to view what other agents charge - I can also wholeheartedly assure you that we do not 'charge' anything whatsoever to our student nor private tenants - any cost incurred by contractors are the total bill charged - we do not add any commissions or take a 'cut' whatsoever - you will not know but there are many agents who add from 17%,12.5%, £20.00 to each contractors bill for their own financial gain - we have strict morals and do not inflict these extra costs onto our landlords nor tenants. Once again, the landlord provided the heaters - 'not' the tenants as you repeat. The students were not charged any cleaning costs, only charges to cover the cost for the hole made in the wall and for the damage to the decor whilst smoking with the window open during heavy rain lashing inside. None of the tenants disputed this. This boiler was an 'air source heat pump' boiler and had to have specialist engineer attendance which took far too long in our opinion - it was nobodys fault it stopped working, you will find this can happen in your own property. The student team have been in constant communication with the lead tenant who has this week sent us an extremely nice thank you email for all of our assistance! I am sure they have been informing the group of proceedings - it seems you havent been informed. The students have received their deposit back. We find it most strange that we have not heard from you in these 7 weeks until you again choose to deride us on social media? It would have been more beneficial to us all if your son had contacted us directly at the office if he had these issues rather than you make these incorrect accusations through lack of you having false knowledge of the facts Once again, please understand my asking you to not insult us by stating our reviews 'seem unreal' , we are a proud family owned business and as stated previously, every review is genuine, we do not 'subscribe' to asking friends & family to leave us reviews. We wish your son all the best in his future, and we are sorry you felt the need to leave this review, it would have been nice if we could have met and then you would know what type of ethical, caring people we are here at Belvoir. Despite this we understand you being protective over your son but your facts are sadly wrong. Kindest Regards The Belvoir Team.

Dear Ana I am currently overseas but due to our absolute dedication and concern for our clients past and present, I have been forwarded your review. I must wholeheartedly reassure you that on no occasion were you given the 'wrong information 1. As per the email to you 10/9 it was explained that your landlord had changed his mind mid-way through your application stage to change your tenancy to a 'let-only' service and not 'managed to which you most kindly replied ' thank you, it's all clear now, have a good weekend!' This change meant your original document had to be shredded, a different contract compiled and your fees were reduced as we as the agent no longer had to provide an inventory. This was all explained to you but I can see now that this clearly caused you an element of distress to which given the kind, positive emails from you was not evident to us. 2. The provision of a council tax band is not mandatory however one of Conors pre-requisites prior to his viewings is this information, it was most certainly not intentional that our son would give you the incorrect banding. 3. I can assure you that once Conor returned to the office, he passed the maintenance issues you raised to our maintenance team who duly sent it to your landlord. As it became a 'let-only tenancy, we could no longer had any involvement with these points. 4. Sadly the term 'let-only' is not always fully understood by tenants, but when you were informed ' we don't manage your property and you have to speak directly to your landlord, this is not meant to be unhelpful but it is the correct legal stance, any agents involvement after finding a tenant, providing relevant documentation and passing across of first payments is where the relationship ceases between the agent and the landlord and tenant. 5. I have copious amounts of emails here if you wish to arrange to pop into our office to prove all the above points and that the claims you have made are not actually how you have recollected. We are a ' family-owned, 'family-run business' which brings exemplary moral standing and exemplary legislative codes of conduct, so please be reassured that your recollection is not actually how It was, but we understand now that you must have felt some distress and I sincerely wish this was evident at the time as not one of us or our caring team would have let you feel this way. Please do arrange to come by our office and meet with myself and I will happily show you the evidence to reassure you. We do hope your tenancy with your landlord is proceeding well. One positive note from your review is that it proves that all our reviews are genuine!

Hi Elenya, Thank you for taking the time to write your review. I am disappointed to read some of the comments that you have made. I can assure you that the majority of our team were students at some stage prior to joining us here at Belvoir, including our son Conor (Nottingham Trent), so we know what processes and stresses you have to go through. However, I am perplexed to read that we have charged you for ‘excessive cleaning’. You were a tenant of ours in two separate properties from 2015 to 2017, both of which you received your full deposit back with no deductions for cleaning, as we agree that you left the property immaculate. We are aware that sadly there are many agents out there who do try and ‘fleece’ students and also do not treat them in the manner in which they should be treated, i.e: with the utmost respect as every other tenant. We have been fortunate enough to have been providing rentals to students for over 19 years and we currently provide accommodation to over 500 students in our local area, so please be 100% assured that we do care for our students. We do not take commission from any of our contractors and the cleaners that we use are very competitive in price and reputable. We would be happy to discuss this matter with you, should you wish to contact us directly. Our contact number is 01926 422251. Regards, John Warburton Director & Owner Dear Elyna I have read your review on Google this morning and I/we are obviously confused as my husband and son ( ex-student only 4 years ago) has already said as to why you have decided to add this now after having left twelve months ago, and to say we deducted costs from you when we did not? You began your tenancies with us in 2015 and on no occasion throughout these three years nor for one year after end of your tenancy have you ever contacted us at all regarding any complaint towards us or our Student team here at Belvoir, hence why we are perplexed. You have now changed your first review to state you are now speaking on behalf of all other Belvoir students and not yourself? A stated to the latest one star left very quickly after yours, we do not have any complaints or disputes that we have been made aware of. As you are aware, we have a complaints procedure and none of you have ever contacted us in regard to any issues or complaint during your three years as a tenant of ours, had you done so, you could have followed our correct procedure resulting in a resolution being found. I can assure you that we only ever ask people to remove reviews if they have added a review when they have never been a tenant of ours and we have never dealt with them. I am sure you can imagine how you would feel if someone went onto your Facebook and said cruel comments about you and you had never met them, didn’t know who they were nor had any dealings with them, but they had just decided to ‘make things up’ to make you look bad. You have been a tenant of ours so this is not what I am accusing you of doing. Unfortunately there have been several local agents, not just us who have had students and private let tenants do such a thing on their google reviews. As you have been a tenant of ours, we would never ask you to remove your review, so please don’t confuse this request with genuine reviews we have received. I am saddened that you didn’t contact me directly so I could have looked into your issues with us and perhaps we could have rectified whatever it was you were upset about. Elyna, you say you do not want to ‘exchange’ any discussion with us but we are a family-owned and family-run business, we are not a corporate owned or corporate-run agency, we own this privately, so we take every comment very personally, so this is not something we just ignore when we receive a negative review. If it has made you feel better and get things ‘off your chest’ then that is a good thing and we wish you the best for your future. Kind Regards Sue Warburton & the Belvoir team Owner

Good Afternoon, We are sorry to see that you have given us a 1 star review. We are not aware of any complaints or disputes, so we don't understand who you are and why you have left this review? We do have an in house complaints procedure if you wish to contact us and go through the correct channels in order for us to reach a resolution. Kind Regards, The Belvoir Team