Brooke - we are trying to get in touch so that we can discuss your comments and address any issues that you may have. Suffice to say, if we have failed you, we will work to put it right, but we do need to speak to you in the first instance so that we can identify a suitable way forward. Please call us on 01752 255 255 or email us at plymouth@martinco.com. Regards, Chris Whitaker (Managing Director)

Liam - we are trying to get in touch so that we can discuss your comments and address any issues that you may have. Suffice to say, if we have failed you, we will work to put it right, but we do need to speak to you in the first instance so that we can identify a suitable way forward. Please call us on 01752 255 255 or email us at plymouth@martinco.com. Regards, Chris Whitaker (Managing Director)

Dear Hannah, I understand that you are not a tenant or applicant of ours, but a friend of John Beare. Please do consider my response to John below, which summarizes events. Regards, Chris Whitaker (Managing Director)

Dear Jennifer, I understand that you are not a tenant or applicant of ours, but a friend of Liam Palfrey. Please do consider my response to Liam below, which summarizes events. Regards, Chris Whitaker (Managing Director)

Dear Denes, We're obviously disappointed that you feel that we have let you down. Your property manager Mark was especially surprised by your review given the nature of the relationship that he shared with you and Laura when you lived at the property. There are a couple of issues that you raise and I know that our head of property management has tried on numerous occasions over the past week to call and email so that we are able to explain these to you... but with no success. You should understand that whilst we try our very hardest to support our tenants, we take instructions from our landlords and vendors. In this instance the landlord instructed us to market the property for sale. We understand that this is often a source of disappointment for tenants who are settled in their homes. We informed you of this in April this year. At the point that a sale was agreed in May this year we communicated this to you and outlined the implications for your tenancy. The sale completed in August. I understand that you requested to extend your tenancy beyond the point at which completion was scheduled to take place. We passed this information to the purchaser who informed us that they would not be willing to extend your tenancy. To be absolutely clear - as much as we empathise with your personal circumstances, this is not a decision that we were able to make or influence. In terms of our role in the deposit return process, we provide the landlord with a check-out report detailing the condition of the property once it has been vacated. This is compared with the condition of the property at the start of the tenancy as outlined within the inventory. The landlord provides us with direction on whether they wish to make any application for deductions against the security deposit. We do not make this decision nor do we gain financially in any way from applying to deduct money from a tenant's deposit. Once a landlord has provided us with their decision, our role is to negotiate any proposed deposit deduction with the outgoing tenant. If agreement cannot be reached, we submit the evidence that we hold to the DPS arbitration team that form a final view on the matter. Contrary to the detail contained within your review, the DPS determined that the landlord should retain some money from your deposit as the property was proven to be returned in a damaged and dirty condition. I hope that the detail outlined above provides some context to your frustration and that you can better understand our role in supporting you and in managing any tenancy. Kind Regards, Chris Whitaker Managing Director

Dear Abdul, I'm sorry that you have evidently had a disappointing experience with us. I have asked my team to trawl through our database of applicants, tenants and landlords so that we can engage directly with you. We have unfortunately been unable to identify a single individual matching your name and with no written review it has been impossible to investigate and provide any form of meaningful response as we would hope to. Perhaps you can reach-out to us so that we can discuss your experiences and in doing so, allow us to improve our services for those that follow you. Kind Regards, Chris

Dear Victoria, We're really disappointed to receive this rating from you. We have tried repeatedly to contact you to discuss the frustrations that you have felt, but you appear unwilling to engage with us. It really is quite difficult for us to respond and improve without your support and engagement. I have spoken to your former property manager Mark and the only thing that he could think that might have upset you was the landlord's wish to increase your rent which we were asked to negotiate with you. If you do want to highlight any perceived shortfalls in service so that we can address these, please do feel free to give me a call personally on 01752 255 255. Kind Regards, Chris Whitaker (Managing Director)

Dear Clive, Thanks for your feedback however, we are unable to verify any of the information that you have described, nor can we locate your name in our client database. We take customer feedback very seriously, so if you could contact us at plymouth@martinco.com we can resolve this issue as a matter of urgency. Kind Regards, Chris

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