Mr Mailer, I am aware of the circumstances at which you are raising your complaint and I would like to think that I was able to resolve those issues for you and I hope the fact that your daughter has renewed her contract with us on several occasions that this is testament to that fact. If we can do anything more then please let me know. Regards Daniel Harris, Manager and owner of Northwood.

Hi Gareth, I am sorry you feel this way however rightly or wrongly our charges are in line with the industry and some of the cheapest in our area and the country. In regards to the charges I think you may have misunderstood. For example the deposit varies as some people may not be in employment or have moved from overseas and we therefore sometimes take a larger deposit in that case. Equally if you commit to taking the property and then pull out prior to moving in then it would mean the landlord would lose a months rent and in that case your deposit would be used to compensate the landlord for any lost rent. The renewal fee is standard and one of the cheapest in the area as our competitors charge £150 each time and also charge the landlord where as we don't as we fell it is unethical to charge twice for the same job. We also charge a re-Let fee if you wish to terminate your contract early and this is to cover the cost if you are wanting to break your contract, which I feel is more than fair. Also if you require a reference then yes we charge but this is to cover our admin costs as unfortunately the guys in the office do not work for free! Yes we charge in the case that you over pay your rent as the bank charges Northwood for the payment you make in forgetting to cancel your payments and they also charge us for paying it back to you and again the guys in the office have to process that and they do not work for free. The 10% fee we charge on any work we carry out after you have left the property in the event you have not left the property as it was given to you and this again covers the admin in organising contractors etc to do the work however if you leave the property as you found it then there would be no charge to you. I hope this explains our charges better and therefore would not be an obstacle in you renting from Northwood.

I am really sorry to hear that although I want to assure you that this was an issue out of Northwoods control. Due to the matter not being of an urgent nature we didn't use our own approved contractor as the landlord wanted to use their own. Unfortunately when we learnt that the contractor had let the owner down we then instructed ours whom you spoke with. I am sorry for any inconvenience caused however if at all you feel that a matter has not be resolved to your liking then please contact me directly and I will ensure it is dealt with immediately. Kind Regards Daniel Harris.

John I am sorry to hear your feedback and want to assure you that we did do a ring out for your property but unfortunately due to the close proximity to Christmas and lack of client motivation we were unable to secure you viewings. We are always optimistic and as such do our best at a tough time of year. That said I am sure had we had the opportunity in the new year then we would have been able to provide you the service you deserved. I will investigate the issue of the property being advertised after your dis-instruction however I am sure this was an oversight and I apologise unreservedly.

Hi Dan, I am sorry you feel disappointed but everything we do is to protect the landlords property and to make sure that the incoming tenant has the standard of property we had promised them on the viewing. I appreciate your frustration however all our charges are clearly displayed and in fact you signed the sheet which shows all the charges on to say you were happy with them when you moved in. In terms of the charges they are levied to make sure the property is handed back in the same condition it was given to you and whilst I understand you cleaned the property the lady who inspected the property felt that it needed further cleaning.