Hi Olabode. Disappointing to see these comments posted as we have lots of viewings happening all week. Which properties have you visited? We always look to contact people who want properties otherwise we’re all wasting our time and a lot of the time we’re waiting for people to respond to our calls and emails for feedback! I’ve looked on our lead system and your name doesn’t appear in recent weeks either, so perhaps you can provide more information? Kind regards Ian

Good morning Harmeet We're sorry you felt you had bad service during a house visit. It would be great to be able to discuss this with you to find out more detail of why you felt the service wasn't to your liking. We have tried to contact you but we have been unable to do so to find out more, as you had originally contacted us several months ago In the event the review was because we asked you at the time to provide proof of your position after booking over 20 viewings with us for properties With the market as busy as it is at the present time, we can only look to assist those buyers who are in a position to proceed and it was disappointing to hear that you felt you didn't have to prove to us that you were able to move. Feel free to call us back on 0121 7705666 if you would like to clarify things further

Good morning Anthony. Thank you for posting a review on our Google page however we’d like to know in what capacity you feel our customer service isn’t the best. Could you provide some further clarification as to whether this is regarding our sales or lettings department please?

Thanks for providing your feedback Keiran which we will forward to the landlord for their response. We are disappointed we haven't been able to help you at this time however, it's important for you to understand why the situation took longer then necessary. The rooms are being managed by two landlords and unfortunately due to your previous credit history (as you have provided in your feedback post) you would not typically meet our criteria. Our policy is that we offer rent guarantee policies to landlords and in this instance one of the landlords was on annual leave. This caused a delay whilst a decision was being sought from the landlords about whether they would consider your position without a rent guarantee. We get hundreds of enquiries for our properties and in the current circumstances its as frustrating for us to not be able to give quicker decisions for many. Equally, we find ourselves with several people wanting the same property and we have to disappoint lots of people. We wish you well in finding suitable accommodation in the future and apologise for the delay and stress you've been through whilst we have been awaiting clarification from the landlords

Good evening A. Having read your review, I made a point of speaking to our sales team who confirmed that two staff had a conversation with you today You called our office to ask for a viewing. Our policy has altered during the pandemic, where we are only allowing people who can provide evidence of their position, to view properties. We are undertaking all viewings at the present time and our policy is the same whether the property is occupied or not. This is due to the increased demand since lockdown, available staff and the diary availability. We have excess demands for viewings each day and have to be extremely rigid with our policy. My staff have been advised to only allow viewings where we are clear of the clients position and your position disclosed in your post differs from that which had been disclosed to both of my staff independently of each other. You had suggested to both staff you may need to sell a property. I'm therefore disappointed to read your comments above. Nonetheless....In the event you are able to demonstrate your position clearly to our office, we can organise a viewing for you. Feel free to email me directly on ian@ferndownestates.com We are not in a position at this time to accept the word of every caller, otherwise we would need to employ several more staff to attend property viewings for all of the enquiries we routinely receive. We would not refuse access to anyone who is able to demonstrate their position as we don't get paid until a property is sold (as a rule). I'm sorry you feel 'absolutely disgusted' in not being able to view a property you feel you should be able to visit however, we are all working in unprecedented circumstances and my staff are following strict policies which have been put in place to ensure we are able to work as effectively as possible at this time. We never intend to upset people A, we are merely trying to do the best we can in difficult circumstances. Get in touch with me directly if you wish to discuss further. Have a good evening!

Good morning KH. Can you provide some further comments to support your review? If you were not happy with our service we always appreciate people’s feedback

Good evening Trixie I’m sorry you have felt the need to place such a negative review following your experience with your new tenancy. In response, the property and decisions around your tenancy are not down to us as the property is not managed by ourselves. We were asked to find a suitable tenant and you put yourselves forward and wanted to apply for the property We certainly don’t force people to enter into any tenancy. All tenants receive the tenancy details upfront digitally to be able to read the information fully before signing. When you signed the tenancy agreement no-one could have expected the attack to happen. As I understand it, your landlord was genuinely shocked and is allowing you to leave the tenancy as soon as possible which normally requires a new tenant to be found. I’m aware you have their contact details and you need to take this up with them directly. Your situation is extremely difficult and you have our utmost sympathies however, it is only your landlord who can allow you to cancel your tenancy not ourselves. We have no power to cancel a tenancy which has been signed by all parties. In the meantime, you should liaise with the relevant authorities if you have been receiving any further threats from anyone. Regards Ferndown Estates

We contacted you following your review to invite you into our office to discuss the comments made. We had not had any contact with you or complaint about the sale at the time, so to read your comments on our review page was disappointing. It was good of you to come and speak to me face to face. Following our discussion and a full review of your sale, we unfortunately have to disagree with the comments you have made with your sale and have advised you to consider making your complaint against another entity. We have highlighted to you all of the positive comments you have made during the sales process all the way through to completion, with statements of 'How positive and refreshing' we were.' The sale of a property can be fraught and delays occur due to the system of sale used. Your position was difficult due to the lack of duty of care by a third party and the buyers solicitor requiring all conditions being met. Nothing we did caused delay to that process We have written to you regarding this however, I also wanted to put a response on this public forum to place on record our position, that we did not give you a terrible service and we certainly were not responsible for months of delay. We hope you have taken our comments on board here and hope you consider our advice in where your redress should be addressed Your experience as a tenant was also disappointing to read and following a review of your comments and actions as an agent I have to agree that this is something we have got wrong. We have not acted in your best interests and for that I have written to you personally to apologise for. The delays in responding to issues you have raised have been unacceptable. We hope you can respond to our recent communication and look forward to providing a more positive experience going forward Thank you again for coming into the office to speak to me personally and allow us to respond to the review you have posted.