Dear Sharon We are sorry that your grandchild had health issues at the property and we have already replied to your son who lived at the property regarding this claim. In the time that they lived there, over £10,500 was spent on works, mainly issues that were water related (including hidden leaks in both the kitchen and the bathroom) and potentially a contributory factor to the mould reported. A report by a specialist damp company was carried out within 3 weeks of the mould being reported which unfortunately was prolonged as it was over the Xmas break. This led to other works being carried out including the clearing of airbricks, new extractor fans and the supply of a dehumidifier. Following the reporting of mould in Dec 23 your son was offered a renewal of the tenancy in late March 24 and they replied in an e mail to my colleague Tim that they would love to sign for another year and specifically asked us to contact the owners to tell them it was lovely to meet them. In his e mail yesterday your son acknowledges the large scope of work carried out at the property but does not seem to realise that the vast majority was to alleviate the mould. Your son also claimed that this issue forced him to leave the property early whereas the actual fact was they were served notice by the landlords as they were always planning to move back in. The most recent property inspection showed that mould was no longer an issue and they left it until after they vacated before sending us a complaint where the only request was for financial compensation.

Dear Marta Thank you for your review which is very perplexing. In the 12 months you were living in the property we carried out one inspection. The only thing we asked you to do was to clear the bricks in the front garden after you took down the front wall with the owners permission. The next inspection booked for 6 months later was cancelled when you refused us entry. Inspections are carried out simply because the landlord expects and wants them. After you vacated, my colleague sent you the check out report on the day we received it and then the landlord wanted to visit the property in person. The landlord asked us to claim for some cleaning which was discussed with you and you were not happy with. We reported this back to the landlord who then decided to not claim and for the deposit to be returned in full. The Deposit Protection Service who held the money then returned this to you. There is no scamming going on (and to claim this in writing is libellous) just a small amount of negotiation.

Dear Olha. I am sorry to hear that you felt that the claim on your deposit was unjust and obviously whilst not 100% sure which property you were in I think it was one on Canford heath that we took over from another agent whilst you were living there. However, all deposits are protected in one of the governments schemes and every tenancy has an inventory and condition report at the beginning and a check out at the end carried out by independent 3rd party companies. At the end of a tenancy we will always endeavour to be totally fair and manage landlords expectations but ultimately it is the landlords decision on what to claim for. Should you feel this is unfair then there is a robust process of mediation and then using the dispute service provided by the TDS which you used. Once again I am sorry you are unhappy as we always strive to provide a fair and good service and am suprised about your comment regarding Nicky as that seems totally at odds with what we see every day.

Dear Kelly. I am sorry you feel this way after we had explained the situation to you. It was agreed with the landlords for you to take the property and were informed that the holding deposit would secure the property and could be paid easily by card over the phone or by bank transfer. You then requested to move in a couple of weeks later than initially agreed and as no deposit had been received the landlords opted for another party with an earlier move date. We only received your deposit 2 days after the landlord chose to proceed with another applicant and this was then refunded to you.

Dear Rhe__. Unfortunately we had to bring to your attention complaints from other residents and the block managers on numerous occasions, one of which culminated in the Police being involved and we have always acted professionally when dealing with the numerous issues raised. Consequently your review is totally at odds with the over 100, 5 * reviews we have.