I am sorry that this situation has happened. The previous tenant had the Gas and electric meters changed to pre-payment meters without consent. As we are not the occupier we had to arrange for the new meters to be installed once you moved in, which had been booked. Ordering new gas and electric cards for new occupiers in the meantime is usually a very straight forward however on this occasion it seems that it was far from that, and as you, we spent quite some time on the phone to Npower. Had you not said you would wait until Tuesday for the meters to be changed we would have continued to try and sort this out for you. Npower should be refunding the £40.00 to you but we will cover this cost if this is not the case. I appreciate this was not the best start to your new home and we sincerely apologise for that and moving forward we hope will meet your expectations.

Connor, I am so sorry you have not had a good experience with the online booking system. We get a look of good feedback regarding this as people can book a viewing even when we are not open providing more opportunity. We very much understand that trying to secure a property now is extremely hard due to the lack of properties available, so I understand that this error has not helped your search. The booking system when your details are added automatically generates emails and text messages for any changes that are made so I will speak to the software provider about what went wrong in this case. I do very much wish you all the best for your property search.

I am sorry you did not find our website very easy to navigate. We have not had this comment before so if you could provide some specifics I can speak to our franchise office to see if we can improve your experience.

I am sorry you only felt we deserved a two star Review. It would be helpful if you could provide us with some feedback as to why we have been given that score so we can learn from this. Having checked our system I have not been able to find you at all so am unable to contact you directly.

Thank you for discussing your problems with us on the phone. It seems our communication was not as good as you would have liked and we will strive to be better in future. I hope we can show you some improvement in the future as we value you as a tenant.

Anthony, I am sorry we did not respond to you as quickly as we should, we were waiting for information from the landlord before responding but we should have sent a holding email explaining this. As you are aware you started your tenancy with another agent and landlord. Your deposit was not passed to your current landlord so when we took over the management of the property we were not in receipt of any deposit. Your current landlord has paid you the amount of deposit that you paid as a gesture of good will but if you wish to take legal action regarding the deposit not being protected then you will need to contact the previous agent and landlord which will be on your original tenancy agreement. If you do require copies of this tenancy agreement, please let up know. I do wish you all the best.

I am sorry I have looked for you on our system and can’t find your details, if you can contact me on 0191 2664455 I can see what the issue has been. I can assure you we are not a racist at all, I am sorry if you have felt that but if you contact me I can look in things for you. Sara, Lettings Director