Dear Aeran, We don't understand this. You've never been a tenant of ours and we have no record of having ever communicated with you on our system. We are however aware that you are a friend of a former tenant of ours and that this individual failed to return keys at the end of his tenancy. As such, he was charged rent to cover the period he did not vacate in line with his contracted agreement. In addition, the check out report for this property has shown a significant number of dilapidations for which the landlord is seeking financial recompense. Your friend has not yet disputed any of the issues raised and recorded in our check out report or the claims made by the landlord. If your friend does wish to make a representation, he should speak to his Property Manager Abbie who will advise him of the process by which he can do this. If we're not able to reach a negotiated settlement with the landlord, he will need to submit evidence for independent arbitration to the Deposit Protection Service (DPS), who will ultimately make a decision on a suitable apportionment of the security deposit. This decision rightly falls outside of our remit. Rest assured, your friend's security deposit will not be released until an agreement has been reached. In terms of failing to respond to 'your question', we have always responded to the maintenance issues raised by your friend during his tenancy. On review of the maintenance log, all issues raised were resolved in a timely manner and we never had any complaint from your friend during his tenancy. It would appear that he has never expressed dissatisfaction with the support that he has been provided until the check out report documenting the condition in which he left the property was released to him. Thank you for taking the time to provide a view on behalf of your friend. Please do ask him to call us to discuss in greater detail so that we can support him and look to mediate on his behalf with the landlord. If this is not to his satisfaction we can advise on the next steps that he can take. In the meantime, I wish you the very best of success with your very engaging Tik Tok fitness channel. 5*. Regards, Chris Whitaker Managing Director

Dear Craig, Thanks for confirming that we are one of the better ones here in Plymouth! It's always great to hear how helpful and friendly our staff is. Many Thanks Abigail Lamerton Business Generation Manager

Hi Alex, Thank you for getting in touch. I'm really disappointed and sorry to hear this. We are incredibly busy, but that's no excuse for failing to respond to any enquiries that you've submitted. We have tried as a priority to call this morning to try to assist you. Unfortunately, we have no record of your name on our system and no open or closed enquiries registered to you. It's therefore impossible for us to respond directly. Let's get this sorted for you. Please give me a call this morning on 01752 255 255, ask for me and we can move forward in your support. Best, Chris Whitaker Managing Director

Dear Matt, I know that you have spoken at length about this with our Head of Property Management Mark Evered. We agree with you. On this occasion we didn't communicate in as effective or timely a manner as we should have done. We're really disappointed by this and have apologised as such. There are a couple of issues that we couldn't have changed - not least the decision by the landlord to amend his initial claim to include the costs for cleaning. We were also dependent upon the landlord agreeing to release funds to you and couldn't make this decision unilaterally. All in all, a very frustrating episode and one where we could and should have done better. I am glad that you received your deposit return in full but equally acknowledge the delay in this being approved by the landlord and our poor communication. We wish you the very best with your new tenancy. Kind regards, Chris Chris Whitaker Managing Director

Dear Mr/Mrs Mous, Please don't do that - especially given your experience of the local medical facilities as noted in your other review! Rest assured, all our lettings staff practice safe-sex. If you genuinely want to speak to us about your experience so that we can improve for others, please don't hesitate to drop me a line. Best, Chris Whitaker (Managing Director)

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