We’re very sorry to hear about your recent experience and for the frustration caused by the issues you encountered. We completely understand how distressing it must have been to be without hot water and heating, and to experience the fire alarm disturbance. Please be assured that these matters have now been fully resolved — the fire alarm system has been tested and is working correctly, and the heating and electrical issues have been fixed. We’ve also reviewed our internal communication process to ensure our team responds more promptly, especially during urgent situations. We truly value all feedback as it helps us improve our service. We’re also in direct discussion with the landlord to ensure future contractor access and communication are handled more efficiently. If you’d like to discuss this further, please reach out to us directly at 01325 523 756 — we’d really appreciate the opportunity to speak with you personally.

Hi Jenna, Thank you for taking the time to share your experience. We’re truly sorry for the frustration this situation caused, and we understand how stressful unexpected … More

Thank you for your feedback. We’re sorry to hear that you feel this way, and we would welcome the opportunity to resolve any concerns you may have. We take communication seriously and always return calls or respond to messages. If you believe a specific call was missed, please contact me directly at liam.m@sillars.co.uk with the date and time, and I will personally investigate. Regarding your comment about rental payments — we have no record of a £2,400 rent payment from either tenant. Any rent we receive is processed promptly, and we pay landlords daily. To help clarify, I have emailed you a full statement of account for each of your properties. Our Premium Management service covers a wide range of day-to-day management tasks. Any additional charges apply only where services fall outside our agreed terms, and all fees are clearly set out in both your contract and on our website here: https://sillarsproperties.co.uk/lettings-fees-services. We’re always open to feedback and committed to transparent, fair service. If you would like to discuss anything further, I’d be happy to speak with you directly. Kind regards, Liam McCallum Cheif Sales Officer (CSO)

Hi Tahir, we did receive your enquiry and attempted to contact you to book you in for a viewing for the property you enquired about, however you had entered an incorrect number, so we could not contact you. By the time you called us, we already had 16 people booked in to view this property, so the owner requested for no more viewings at this moment in time. We did ask if you’d like to go on the waiting list, in case we get a cancellation however you declined this offer. We are still happy to add you onto our waiting list to view this property, so please call us in the office should you wish to do so. Gary and team.

Hi Sarah, Thanks very much for reaching out- naturally, I am very shocked to hear this and want to get to the bottom of things! Can you reach out to me directly so I can work out what has happened here please? Thanks, Liam (Sales & Lettings Director) 01325523756 Liam.m@sillars.co.uk **UPDATE** Hi Sarah, I've just managed to check into the scenario, it looks like you were one of five viewings booked at this property today - the other four went ahead with no problem (some before, some after your allocated time). I can't work out what could have gone wrong here? Did you arrive on time? Could you give me a call to discuss and of course, we would love to re-arrange for you!

Good afternoon. Some context in relation to this review would be greatly received so we could look into this for you.

Hi Pradeep, I have reviewed the timescales around your viewing & I can confirm that a member of our team was at the property, completing viewings for 10 interested parties, over a two hour period. We were at the property for 45 minutes prior to your viewing appointment & 75 mins after your viewing appointment time. Our records show that you did not arrive for your appointment, so I'm not sure what happened here, as 8/10 people who were confirmed to view the property, did in fact view the property, within this two hour period. My colleague who completed the viewings, confirmed that she enabled access to all who arrived & pressed the intercom to view the property. Please be assured that we did not let the property out before your viewing appointment was arranged for, as we 8 people viewed this property, during the viewing slot that you were booked in for? Gary.

Hi TG, we’ve had eight viewings in this property this afternoon and 7/8 of the viewings went ahead as planned. Our viewer waited at the property until 4pm, as the final appointment was booked in at 3.30pm however unfortunately she had to leave as she had other viewings lined up at another property at 4.30pm. I’ve spoken to my viewer, who advised that she was calling the number that we have listed for you, however the number just rang out with no response. Please be assured that we are not a team that does not go out of our way to accommodate all viewing requests however on this occasion, we’ve had no choice to continue with our viewings once all of the appointments have attempted to be completed. Gary

We are extremely disappointed to read this. We are aware that buying a home is a new experience for a first time buyer and can appear frustrating and long winded. However, we feel your recollections vary from our own perspective. The seller waited four months for you to put your affairs in order so you could submit your mortgage application and it was the seller who requested searches are ordered (not a survey) done to show good faith. After four months, because of your mortgage offer, you then requested a price reduction which the seller was understandably disappointed in. We did keep the parties advised but much of the delays were on your side. We are sorry you have decided to submit this review and would have been more than happy to discuss these issues at the time.