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

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