I have carried out an investigation of this matter and can confirm the you agreed to change the appointment time from 14:00 to 14:15. This was agreed early in the morning at around 10:00, so not at the last minute and no lying involved. You failed to keep your appointment even though our viewing clerk waited until 14:30. So, you were at least 15 minutes late and our viewing clerk had another appointment immediately afterwards to attend, so could not wait any longer. Had you not agreed to change the appointment time you would have been over 30 minutes late. You then contacted our office and was rude and insulting to the member of staff that dealt with your call. For you to accuse this staff member of bullying, harassment and racism in order to try and legitimise your compliant is ignorant and totally unacceptable. I do not normally use such frank language when responding to reviews or dealing with complaints but given that you are being deliberately misleading, provocative and prejudice I feel that I have no choice. This review is totally unwarranted and does not reflect the events that actually took place.

Aneta, Thank you for your comment and please be assured that I share your frustration. However, if you recall, we made you aware of the problem before you moved into the property and we also confirmed with you that we had not been given a timescale for repair as this issue was being resolved through the site's block insurance policy and block management agent, and it was largely out of our control. It was your decision to move into the property knowing the full circumstances. We pushed the agent responsible for the issue as much as we were able. Sadly, I think your complaint is aimed at the wrong company.

I'm sorry, we don't know who you are. I should be grateful if you would provide more information about yourself, your experience with Northwood and the reason for your star rating.

I'm sorry, we don't know who you are. I should be grateful if you would provide more information about yourself, your experience with Northwood and the reason for your star rating.

Aneta, Thank you for your comment and please be assured that I share your frustration. However, if you recall, we made you aware of the problem before you moved into the property and we also confirmed with you that we had not been given a timescale for repair as this issue was being resolved through the site's block insurance policy and block management agent, and it was largely out of our control. It was your decision to move into the property knowing the full circumstances. We pushed the agent responsible for the issue as much as we were able. Sadly, I think your complaint is aimed at the wrong company.

Dear Rebee, unfortunately we have no record of your details on our database, perhaps your partner registered their details. When prospect tenants book viewings we make it very clear that they need to confirm the appointment on the day of the viewing otherwise we cannot guarantee that we will attend. We always contact prospect tenants on the day of the viewing by phone and email to confirm attendance. As you did not confirm your attendance we were unable to attend as we had previously advised.

Unfair review, we acted totally professionally at all times. We never showed prospect tenants around the property that did not meet the landlords criteria. We didn't hand the key to the other agent because they had no ID with them when they visited the office and dressed in attire suitable for the beach (crop top and sandals) we were not convinced they were genuine. The keys were securely logged and locked in the office when the other agent attempted to collect them. We never compromise our landlords (prospect landlords) by giving keys out without appropriate ID.

We are disappointed to receive such a poor review as we pride ourselves on the highest standards of customer service. Occasionally, we do receive criticism because we have failed to maintain these high standards. When this is the case we will accept responsibility and do our utmost to rectify the matter. However, on this occasion the review seems unfair as it was the tenant that failed to communicate with us. She introduced her partner into the property without consent, refused access for inspections, fell into rent arrears and attempted to circumvent the agreement she had with us. Shame that her tenancy ended in this way. Thankfully we have hundreds of other tenants that are happy with our service.