Hello Dan, thank you for your feedback. We really appreciate your review of M&M Properties.

Dear Karim, Thanks for your feedback on your checkout process with M&M Properties. We are disappointed that you feel the way you do and have addressed your comments below. The checkout process is carried out in line with the inventory schedule of condition you agreed to when moving into the property, albeit you didn’t sign and return this as requested but you did agree via email that you were happy with the condition of the property and the contents of the inventory schedule of condition. The areas in question from your checkout related to domestic cleaning, broken bath panel and cracked tile on the bathroom floor. The cleaning you agreed to be actioned as per the photographic evidence showing the property to be unclean in areas. The bath panel was listed on your move in as loose but free from cracks. Upon checkout it was evident that the bath panel was cracked, this has happened during your tenancy and is why we have to ask how it occurred. The bathroom tile cracked in question was located partially under the bath panel and could have been missed on check in by both yourself and M&M, as neither have highlighted this point. Once further investigation into this point was performed it was identified that the tile was already cracked and was eradicated from the discussion. Your landlord decided to take on the cost of the broken bath panel as it was loosely fitted on move in. This doesn’t mean that you were wrongly accused of cracking it as the inventory on move in states it wasn’t cracked, but it was cracked at the end of your tenancy. I had to ask the question of how this came to be and this is the standard procedure when areas of damage are identified. The landlord decided as a gesture of goodwill to cover this cost and have a new bath panel fitted. This negated your liability and this was agreed to not be charged against your deposit. Your checkout was completed fairly and in line with the processes we have always carried out. I am again sorry for the way in which you felt the emails came across, but this wasn’t the intention. You’ll see from the many five star reviews about myself and the company as a whole on this platform are a reflection of our service to our clients and tenants. Should you wish to discuss this please do email me or call me to discuss. Kind regards, Thomas McCormick Property Manager 01525 371997 thomas.mccormick@mandmproperties.co.uk

UPDATE: Dear Ollie, Thank you for your latest review update and it is regretful to see you feel disappointed. Having investigated the original maintenance issue you reported on the 20th December 2021, it was confirmed with you on that date that the owner would attend to this issue in the New Year, which you were happy with. This was not an urgent issue and all parties agreed this was a reasonable course of action. As of the 6th January 2022, a further three maintenance issues were reported by you. We are sorry these issues have taken longer to sort out than we would like. We don’t provide the maintenance for your property as your landlord does this himself. Sadly, he has been very unwell, and this has held things up. The items are not category one urgent but nevertheless, both he and us would want them dealt with faster. Thanks for your patience, we realise you would not have written your review had we kept you looped in on developments more frequently, sorry about that and I believe our team are in touch with you now to set some firm dates. In the meantime, if you need me, just shout at chrsitopher.hollins@mandmproperties.co.uk – Thanks Christopher Hollins – Lettings Manager. M&M Properties

Dear Eleanor, Thank you for your feedback and we are sorry you felt the need to review us with 2 stars. We note your tenancy ended 16 months ago but you have felt the need to raise this now. Hopefully we can clarify your concerns below... Contract Firstly, we would never force a tenant to sign a tenancy agreement before reading. If the tenancy agreement wasn't ready to be sent to you for whatever reason a draft copy of the exact same covenants would have been sent for you to read if requested. The original/final draft is ofcourse wet signed by each party displaying their full agreement. This has been our process for over 35 years. Your tenancy agreement (and any draft that preceded it) stated the below standard clause (1.13) which clearly states that you (as a tenant) are not fixed to any particular supplier. We can provide a copy of your signed tenancy agreement if you wish to examine your agreement to this arrangement. As a matter of fact on this point, it is neither acceptable practice or legal for landlords or agents to insist you use any particular supplier. As An ARLA (Propertymark ) licensed agent such clauses would never be in our agreements. " 1.13 - At the start of the lease gas and electricity will be provided, or will be in the process of being provided by OVO Gas Ltd and OVO Electricity Ltd ("OVO Energy"). However, this will not prevent the Tenant from changing to a different energy provider if desired. " You mention Connells in your review. We are not Connells and have no relationship with them. Gas connection. File notes of 2020 display that we were in contact with your co-tenant in writing and the end of our exchange with your co-tenant ended, and we quote, “I'd like to take this time to thank you for helping us and working during this unprecedented period” An issue was raised to us about the elongated process experienced to locate a gas supplier. The landlord and M&M were very regretful of this situation. This was a result of quite unprecedented circumstances whereby your landlord had purchased a property from a seller who had acquired it from new. The property had never been let before and you were the first tenant/s. They (the previous owner) had never registered the property for gas supply and although they were receiving gas to their home, they were not receiving bills. Although it is not the responsibility of the agent to engage with suppliers on your behalf (as the contract says we offer a free utilities management service to assist in this regards), our staff diligently assisted to resolve this legacy issue. A point to note here is that the communication setting a deadline for your/your co-tenants demand for resolution arrived at our offices by electronic mail on 25/04/20. As you might remember the country was in its first Coronavirus lockdown at the time with very few smaller companies set up for homeworking. We responded to resolve the issue on 01/05/20. The UK government did not identify the lettings industry as a key worker sector but at M&M we still retained full services (aside from face to face) throughout the 7 week industry closure and further lockdowns. We believe that reflects really dedicated services. It’s a shame you mention Angela in your review as we believe the above displays, she was responsive in extremely difficult circumstances. A time where only emergences were being dealt with, she identified that your issue had dragged on and took the bull by the horns. Angela has since moved from the maintenance department of M&M but the overriding feedback we had for her was positive. Thank you for your kind words relating to our maintenance team as they work extremely hard to ensure all issues are dealt with in the correct time frames. They really do have some difficult jobs at times. We hope this response gives some detail to your review of our cherished local business. If we can assist further, please do contact us at lettings@mandmproperties.co.uk or 01525 371997.

Dear Richard, Thank you for your review. I’m sorry to learn that your experience with M&M Properties did not meet expectations, particularly as we spoke several times during your move-in process when you raised queries and concerns. At the time, I understood that you were satisfied with how these were handled. Nevertheless, I would like to address the points you have raised. While we acknowledge your experience renting internationally, most UK tenancies are typically agreed on a 12-month basis unless a landlord decides otherwise. We must also consider the upcoming Renters Reform changes, under which tenancies will effectively become periodic from May 2026. This will allow tenants to serve two months’ notice at any time, and landlords to regain possession under prescribed conditions after a set period. While we understand your preference for longer terms, there is no longer a binding framework to guarantee these. For clarity, a holding deposit is only requested once a landlord agrees in principle to proceed with an application, subject to satisfactory references. At this stage, tenants are informed of key terms including rent, property details, tenancy length, and an estimated move-in timeline. At the outset of your application, you were provided with confirmation of the process, including referencing, deposit payments, and move-in procedures. This outlined the requirement for the remaining deposit balance upon successful references, confirming commitment to the landlord and enabling us to finalise the move-in date and documentation. If contractual terms are not agreed, the deposit remains fully refundable. Your deposit is also protected under the Tenancy Deposit Scheme (TDS), as required by law. Your queries regarding clauses in the agreement were addressed at the time and accepted by you. We appreciate that our agreements robustly protect landlords’ positions; however, these clauses are legally tested and also respect tenant rights. We acknowledge your feedback regarding communication and accept that follow-ups may have been required on occasion. This is constructive feedback we will use to further support and develop our junior team member. While we do not recognise the comments regarding rudeness or arrogance, we are sorry if communication did not meet expectations. Maintenance issues can arise in any property. The matters you reported were non-emergencies and were handled in line with correct procedures and have now been resolved. We also provide a 24/7 digital maintenance reporting system, allowing tenants to submit issues with photos and videos directly to our team. Thank you again for your feedback. Since 1986, we have managed properties in Leighton Buzzard and facilitated thousands of successful tenancies. We remain committed to maintaining high UK industry standards, protecting landlords’ interests while ensuring a strong duty of care to our tenants. Chris Hollins Branch Manager

Dear Alexandra, thank you for your review. It is disappointing to read your comments. Having reviewed the file I am glad to see that your application was accepted, reference checks completed and move in date confirmed within 24 hours of viewing the apartment. It is pleasing to see that you were very happy with the process too in your emails to Thomas McCormick. I can see that you viewed the property whilst vacant in the condition that you were due to receive it in apart from the fact a professional carpet clean was carried out to the carpets and a professional clean to the areas the previous tenant missed after you viewed it. Both invoices were provided to you to confirm this. I can see Thomas arranged for the cleaning company to re-visit the property, as a gesture of goodwill, to attend to the areas you were not happy with. However, this was refused by you. Unfortunately, due to the changes in the law with the tenant fee act 2019 an agent or landlord cannot enforce professional cleaning unless it is deemed necessary, hence the areas only needing to be cleaned were done as part of the ex-tenants checkout. The inside of door frames and window frames generally are not cleaned as part of an end of tenancy clean by the cleaning company, but this is a point I can raise with them. I’m aware that you did not move into the property until almost two weeks after the tenancy started and therefore some dust and cobwebs in door frames will likely accumulate naturally in that time, along with the arrival of some insects (bugs/spiders) , this is common to see in a vacant property. As we mentioned, you viewed the property vacant, the condition of the decoration would have been accepted as viewed and there were never any concerns raised from you post viewing about decoration being needed nor was it deemed needed by our check in / out team. The marks you show are wear and tear. I’m satisfied that Thomas has acted accordingly when dealing with your concerns, and even sourced the cleaner to attend as a goodwill gesture to allay your concerns. I hope that you have now settled fully into the property and can start enjoying your new home to its full. Chris Hollins Branch Manager