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

Roger, we are very saddened to read this review, yes we did request that you removed it as we did provide you with evidence of it not being factually correct, despite you both not having been tenants of ours we do wish you all the best.

Hi Charles, sadly as you know you have never been a tenant of ours so we are very confused as to why you have chosen to add these comments. We would most certainly not have given you any advice other than to contact your own agent if you were having problems, please do pop into our office if you wish to meet us. We wish you all the best for your future.

Viktorija J, we work hard to provide a fantastic experience to everyone. It's discouraging to see that you felt you had negative experience. Yes we did request politely for you to remove the review as we did provide you with evidence of it not being factually correct, however as you were not tenants of ours, it made communication difficult, We do want to thank you for removing your first review and we wish you both all the best .