Thank you for your feedback. As a business Preston Baker takes great pride in delivering an excellent level of service to all of our customers and always welcomes customer feedback as a constructive learning experience. In this instance we have clearly fallen significantly short of expected standards specifically in terms of communication and I would apologise on behalf of the company for any inconvenience or distress caused. Additionally I would be happy to research the specific details of your experience to ensure we learn from your customer journey and make sure our approach is reviewed and, where appropriate, modified and retrained to the required standards. If you would kindly provide additional details to enable me to research further that would be most useful as the information provided "N Robert" does not match with any of our database records. My contact details are: mark.christopher@prestonbaker.co.uk

Hi Shaun, I am sorry to hear of your dissatisfaction, this is not the service I would expect any of our clients to experience. Please be assured that this matter will be looked into. In the meantime, my colleague Olivia has tried to contact you in order to re-book the viewing which I believe was cancelled today. Kind regards, Cathy @ Preston Baker.

Good Morning, I am sorry to hear of your dissatisfaction and have spoken to the team involved. They have advised that further to your offer being accepted and documents received all forward booked viewings were cancelled as agreed with yourself and the Vendor. However in this instance one of the cancelled viewings visited the property, was shown round by the Vendor and subsequently made an offer which we are legally obliged to put forward. I am sorry that this has resulted in your mis-trust of Preston Baker but I can assure you that we were transparent with you throughout the process and updated you of the Vendors intentions. I am available to discuss this further should you wish and can be contacted on cathy.evans@prestonbaker.co.uk. Kind Regards, Cathy Evans, Head of Client Services.

Hello Elaine, I'm sorry that you have had an experience that was worthy of a one star review. If you could let me know what we have done wrong I'd be happy to look into it for you and find some way to improve your experience with us. Bradley

Update: Hello Elizabeth, I’ve spoken to your tenancy administrator and would like to address some of the misconceptions here. I appreciate your unhappiness with how things have turned out. It’s not appropriate to put too many details about this case in a public forum, but I would like to state some facts. Prior to writing your review you had already been offered 80% of your deposit back, so to indicate that you’re not getting your deposit back is misleading. The landlord had requested that some of your deposit be held back to pay the necessary costs in bringing the property back to the condition it was in when you first began renting. You are not being charged the full costs of these works, you are being charged 75%. The total held back from the Landlord would have been much higher had we not worked with the landlord on your behalf to reduce his initial claim of restoration works to something reasonable and appropriate. You dispute the amount, as is your right. That’s why we hold deposits in a Deposit Protection Scheme, and it is why the DPS act as an independent adjudicator to these claims. You are in the process of disputing this issue through DPS, and you must pass all grievances and evidence to them in order that they can decide the next course of action. I wish you the best of luck in finding a resolution to your satisfaction. However, I believe your one star review of us does not represent the level of work and commitment we have carried out on your behalf. Original Reply: Hello Elizabeth. Thank you for the review. I'll be looking into this situation for you once the bank holiday is over and I can speak to the member of staff responsible for your tenancy. What I can say at this stage is that it is the Landlord who has withheld your deposit, not us. We try to act in the best interests of the tenant and the landlord in all cases, and it's not always easy to strike a balance that both parties are satisfied with. I'll update this further next week once I can get to the bottom of what has happened.