Mr Butt, We are always extremely grateful for the feedback that we receive from our landlords. We appreciate there will always areas for improvement and the lettings team thrive on continually working to raise the bar. I'm thankful that you have taken the time to revise your thoughts and that you are happy with the tenants that we have found. ***Updated Mar 19*** Dear Mr Butt, We are disappointed that you have seen fit to completely re-draft your previously positive review and reduce your satisfaction rating with our service from 4-stars to 1-star. It is also a shame that you appear unwilling to respect the very clear terms of our management contract, opting instead to misrepresent our position in the review above. Can I suggest that if you have a contractual concern that you raise it directly with us. If you are unhappy with the response, you are perfectly within your rights to refer the matter to The Property Ombudsman, with whom we are proudly affiliated and whose rules, regulations and guidance we follow. Kind Regards, Chris Whitaker Managing Director

Mr Butt, We are always extremely grateful for the feedback that we receive from our landlords. We appreciate there will always areas for improvement and the lettings team thrive on continually working to raise the bar. I'm thankful that you have taken the time to revise your thoughts and that you are happy with the tenants that we have found. ***Updated Mar 19*** Dear Mr Butt, We are disappointed that you have seen fit to completely re-draft your previously positive review and reduce your satisfaction rating with our service from 4-stars to 1-star. It is also a shame that you appear unwilling to respect the very clear terms of our management contract, opting instead to misrepresent our position in the review above. Can I suggest that if you have a contractual concern that you raise it directly with us. If you are unhappy with the response, you are perfectly within your rights to refer the matter to The Property Ombudsman, with whom we are proudly affiliated and whose rules, regulations and guidance we follow. Kind Regards, Chris Whitaker Managing Director

Mr Butt, We are always extremely grateful for the feedback that we receive from our landlords. We appreciate there will always areas for improvement and the lettings team thrive on continually working to raise the bar. I'm thankful that you have taken the time to revise your thoughts and that you are happy with the tenants that we have found. ***Updated Mar 19*** Dear Mr Butt, We are disappointed that you have seen fit to completely re-draft your previously positive review and reduce your satisfaction rating with our service from 4-stars to 1-star. It is also a shame that you appear unwilling to respect the very clear terms of our management contract, opting instead to misrepresent our position in the review above. Can I suggest that if you have a contractual concern that you raise it directly with us. If you are unhappy with the response, you are perfectly within your rights to refer the matter to The Property Ombudsman, with whom we are proudly affiliated and whose rules, regulations and guidance we follow. Kind Regards, Chris Whitaker Managing Director

Dear Martin, I am both disappointed and confused by your review. We have no record of you as a tenant of ours and it is therefore extremely difficult for me to either investigate the concerns that you raise or respond. I would be grateful if you could give me a call on 01752 255 255 or email at chris.whitaker@martinco.com and I can then personally look into the matters that you raise and we can discuss any genuine grievances that you have. Kind Regards, Chris

Dear Mr Perryman, We take our role as property managers and responsibilities to both landlords and tenants extremely seriously. It is extremely unfortunate that you feel that we have failed to deliver the service that you expected. In this instance, you were served notice to vacate the property due to repeated transgressions of your tenancy agreement, a lack of respect for the property and repeated reports of anti-social behaviour that were highlighted during our regular interim property inspections and by a number of neighbours within the development. During your tenancy your property manager tried her very hardest to protect the landlords’ interests whilst mentoring you as tenants on your legal and social obligations. It is unfortunate therefore that despite our best efforts to prevent matters from escalating, it has been necessary to ensure that you are evicted from this property thus protecting the landlords' position. We are extremely fortunate that our rigorous referencing process ensures that the quality of our tenants is extremely high across our managed portfolio and that the requirement to serve notice to tenants that disrespect or abuse their tenanted properties is mercifully rare. Clearly your actions during this tenancy are likely to have an impact on your ability to successfully pass future referencing applications that you may choose to submit. We have tried to make contact with you on numerous occasions regarding your dissatisfaction and the basis for your review. You have been unwilling to engage or respond to our phone calls or emails. It is unfortunate therefore that we have needed to respond to your review in this forum, present our position supported by an evidenced statement of fact and in doing so highlight your actions in the public domain. Please do feel free to either call or email so that I can personally address any genuine grievance that you have with the manner in which we have supported you and fulfilled our role during your tenancy. Regards, Chris Whitaker

Dear Martin, I am both disappointed and confused by your review. We have no record of you as a tenant of ours and it is therefore extremely difficult for me to either investigate the concerns that you raise or respond. I would be grateful if you could give me a call on 01752 255 255 or email at chris.whitaker@martinco.com and I can then personally look into the matters that you raise and we can discuss any genuine grievances that you have. Kind Regards, Chris

Dear Karen, Thank you for taking the time to talk at length this afternoon regarding your tenancy deposit. As I outlined, we absolutely respect the evidence-based system that exists in the case of disputed tenancy deposit claims. We try to do all that we can to avoid deposit disputes by ensuring that accurate inventories are recorded at the point of move-in and allowing both the landlord and tenant the opportunity to comment on any elements contained within the inventory. A similar check-out process occurs at the end of tenancy, thus ensuring that we hold detailed images of the condition of the property both at the start and end of tenancy. This is to the benefit of both landlord and tenant and ensures that disputes are kept to the absolute minimum as they should be quantifiable and supported by evidence. We hold tenant deposits within our government-approved custodial scheme on behalf of our landlords and take instructions from our landlord clients at the end of the tenancy as to whether any deductions should be applied. The recommendations that we make are always evidence-based. In the vast majority of cases landlords accept the advice that we offer. In some instances landlords wish to pursue a deposit regardless. This is very much an individual choice and we will take our landlords' direction accordingly. In this instance, your deposit went to independent arbitration, where it was found that there was insufficient evidence for the landlord to retain the deposit. As such, it was directed that the monies should be returned to you in full. Whilst there is no perfect system for the management of deposit returns at the end of tenancy, we are proud to fully support the government-approved scheme of which we are a member. I accept that this process has been frustrating for you, but the outcome has been the one that you believe to be correct. We have no complaint with this as the case has been independently arbitrated based on the evidence provided. I hope that you accept that our role as managing agent is to ensure that our landlords’ wishes are followed in line with due legal process. You will also understand that we have no vested interest or financial motivation in making unfair or unsupported claims from security deposits. Regards, Chris Whitaker Managing Director