Dear Alex, We're obviously very disappointed to receive this feedback, not least given that your tenancy ended in early Jun 23 - over four months ago. It's quite difficult to retrospectively address and resolve issues relating to disastisfaction with the support that you received. That said, I am very grateful for you having partially engaged with our Head of Property Management to expand on why you felt that you didn't receive the service that you expected. I know that you felt disappointed at the lack of support you received in resolving a leak from a washing machine that you had installed by Curry's. I think we should have perhaps been clearer at the time that this issue was caused by the installation and therefore neither we nor your landlord had any responsibility or obligation to resolve this on your behalf. Nonetheless, Dan did try to assist you with this. Our property management system demonstrates that there are 35 separate pieces of communication with you concerning this matter, which might typically suggest effective engagement on our part, but we respect that you feel differently. Had you highlighted your concerns with the manner in which support was being provided to you at the time, our Head of Property Management could have engaged and ensured that any shortfalls were addressed whilst also effectively managing your expectations. This didn't happen and it's obviously not possible to do this retrospectively. I also note that at the end of the tenancy, you disputed the claim that the landlord made against your security deposit. The landlord believed that the property was left in poor decorative order, with damage to carpets and that it had not been effectively cleaned to the standard in which you inherited it. You disputed this and referred this matter for independent review. The DPS adjudicators agreed with the landlord that monies should be deducted from your security deposit on the basis of the evidence provided. We played no part in this process other than following the instructions provided to us by your landlord and submitting the inventory and check out reports that we held. I know that you did not agree with the outcome of this deposit dispute but it is difficult to know what else we could or should have done which would have made you feel differently. We are disappointed that the tenancy ended in this manner, but nonetheless wish you the very best for the future. Kind regards, Chris Whitaker Managing Director

Hi Scott, We're really disappointed to hear that you had this experience. The lettings team tried this morning to retrieve your details so that we could give you a call to discuss. We've searched our applicants back to Feb 23 and have not done a viewing with someone of your name. Furthermore, we have no one by the name of Matt working for us. I can only assume that this review has been left in error, but if not, please do drop me a line directly on 01752 255 255. Kind regards, Chris Whitaker (Managing Director)

Dear Conor, We accept that on occasion, we fail. Where we do so, we try our very best to respond constructively, make-good and improve for the future. In this instance, we requested and received verbal authority from your partner and legal co-tenant prior to entering this property. This record exists within our call logs with the call recording being released to your partner in response to your request. The Property Ombudsman Service (TPOS) also agreed that we acted in accordance with their guidelines in this instance. We have tried hard to address this issue directly with you. You have refused to meet to discuss, but seem determined to seek some form of financial compensation. You opted to escalate the matter to TPOS. TPOS investigated the evidence provided to them and found that we failed to acknowledge the notice that you served to terminate the tenancy and therefore that an element of doubt exisited in relation to the end date for your tenancy. We accept this finding, have reinforced our processes for the future. We reiterate that everything that we did was in good faith and I apologise for any inconvenience caused. I have been grateful for the opportunity to have this matter raised for independent review and correct any wrong doing. Kind regards, Chris Whitaker (Managing Director)

Hi Louis, This property had a sale agreed with solicitors instructed and searches applied for. We had already received instruction from the vendors to reject any further offers, but let them know of your interest regardless. They were extremely happy to proceed with the current sale. I'm not sure of the wisdom of any moral preaching that may have occurred from our side, suffice to say, gazumping is not a practice that we encourage. I think the court of public opinion would probably support our position on this one. Best, Chris Whitaker Managing Director

Dear Ben, It is always disappointing to have an offer rejected on a property purchase. I can absolutely appreciate your frustration. In this instance, you tabled two offers significantly below the advertised asking price for the property in question. Another potential purchaser submitted a higher offer and was in a preferable and proceedable buying position. This offer was ultimately accepted. I understand that the vendors took a little while to reach their decision. In this instance they comprised two parties - one in the UK and one in Australia who needed to reach concensus whilst operating in different time zones. That said, this was all agreed within seven days. I'm sorry that you felt that a decision should have been taken and provided to you more quickly. I note your comments regarding communication, but having reviewed our call records I have to disagree. There were 15 separate calls made between ourselves and you over the period 7-14 Feb 23. I don't think this necessarily tallies with your perception. At no point on the call recordings were you told different things by different callers. You were however told by a member of staff that you spoke to that they were not up to speed with the situation and that you would receive a call back from the member of staff who was negotiating the sale. You received this call back from the correct member of staff seven minutes later. We have tried to call to speak about your grievances and present our perspective, but you are very clear on where you feel that the failing lies. I remain available to meet in person if you feel that would be of benefit so that we can review the case and listen through the relevant call recordings. We wish you the very best of fortune with your ongoing property search. I note from your reviews that you have had a couple of negative experiences with estate agents in the last month and I do hope this changes. Chris Whitaker Managing Director

Dear Conor, We accept that on occasion, we fail. Where we do so, we try our very best to respond constructively, make-good and improve for the future. In this instance, we requested and received verbal authority from your partner and legal co-tenant prior to entering this property. This record exists within our call logs with the call recording being released to your partner in response to your request. The Property Ombudsman Service (TPOS) also agreed that we acted in accordance with their guidelines in this instance. We have tried hard to address this issue directly with you. You have refused to meet to discuss, but seem determined to seek some form of financial compensation. You opted to escalate the matter to TPOS. TPOS investigated the evidence provided to them and found that we failed to acknowledge the notice that you served to terminate the tenancy and therefore that an element of doubt exisited in relation to the end date for your tenancy. We accept this finding, have reinforced our processes for the future. We reiterate that everything that we did was in good faith and I apologise for any inconvenience caused. I have been grateful for the opportunity to have this matter raised for independent review and correct any wrong doing. Kind regards, Chris Whitaker (Managing Director)

Dear Thomas, I'm afraid that I really don't understand. We have no record of you being a tenant of ours. You are absolutely correct. You really are under no obligation to explain your frustration, suffice to say, that then makes it impossible for me to either assess the credibility of what you are reporting or more importantly work to address the issue. Hopefully you can get in touch and explain what aspect of our support you found to be wanting. I can then prove to you that we will do all that we can to make-good on any failing that may have occurred. Best, Chris Whitaker Managing Director