Hi Jeffin, Thank you for sharing your feedback with us. I appreciate your concerns. I want to acknowledge that when you vacated the property, it required a more extensive cleaning and resealing in the bathroom than what we typically expect. As per the landlord’s instructions, we had to deduct some funds from your deposit to cover the cost of this deep cleaning, especially considering the two deep cleans that were carried out prior to your move-in. You do have the option to dispute these charges through the DPS, as we explained during our previous communications. I see that you accepted the charges and recognised the need for the deep cleaning and resealing. I also took the time to review our conversations regarding the feedback on communication. While I understand that tones can sometimes be misinterpreted, I respectfully believe that our interactions maintained a professional standard.

Dear Dallas, thank you for your review. We would like to clarify the circumstances surrounding your application for the property. Your application was provisionally accepted based on satisfactory references; however, you did not fulfill the criteria as determined by our referencing company. We communicated this information to you directly. Subsequently, the landlord proposed alternative options, which you opted not to pursue. It is important to note that our decisions are guided by the recommendations of our referencing team, and we do not make determinations on behalf of the landlord. As a result, your application was classified as unsatisfactory by our landlord and we were instructed not to proceed. Many thanks

Dear Leighton, Thank you for your recent feedback regarding our services. We would like to address the concerns you raised in your updated review. We respectfully disagree with your comments regarding the outstanding works. We have engaged a contractor to address all identified points and have obtained the necessary authorization from the landlord for these tasks. We would also like to clarify that previous works from six years ago are not relevant to the current situation, as those issues have been resolved and completed to satisfaction. While we acknowledge the involvement of relevant governmental and regulatory bodies in our processes, we have ensured compliance with all regulations and protocols. We want to be clear that any form of slander or threats towards our business is unacceptable. Furthermore, the tone of our previous communications has necessitated a transition to email correspondence only. It is imperative that we maintain a professional and respectful line of dialogue moving forward. Many thanks.

Hi Kirk, I’m sorry to read that you were not happy with our service throughout your tenancy. I do believe we kept in touch with you as much as we could re any issues you had in the property and updated you wherever possible. A full professional clean was carried out in the property before you had collected your keys. You had not made us aware of any issues with this within the 7 days of taking over the tenancy. Otherwise we’d of asked our cleaners to re attend. As you can appreciate we work on the landlords instructions and are unable to instruct works without their authorisation, which we can also appreciate that it may be frustrating for our tenants in the process. I’m sorry that you were unhappy regarding the landlords request to deduct funds from the deposit. You are able to dispute this with the DPS and the DPS then make the decision on who is awarded. This is out of our control once this process starts as both parties are able to upload any evidence to support their claim. This process would have been outlined to you. Many thanks

Hi Ben, I’m sorry to hear that you were unhappy with our services. As soon as you made us aware on the day of you collecting keys about the furniture and the cleanliness, we had then instructed contractors straight away to rectify the issues you had brought to our attention. The clean was done the same day and you had not made us aware at that point that you were still unhappy with clean. The furniture was then removed over the weekend as this was the earliest our contractor could do. As you can appreciate we work on the landlords instructions and are unable to instruct works without their authorisation, which we can also appreciate that it may be frustrating for our tenants in the process. I’m sorry that you were unhappy re the landlords request to deduct funds from the deposit. You are able to dispute this with the DPS and the DPS then make the decision on who is awarded. This process would have been outlined to you. Their timeframe process is unfortunately out of our control. Many thanks

Good morning Jessica. I’m sorry that you feel the need to write this review. The member of staff you spoke to regarding the replacement chairs in the property, advised you that we can put it forward to the landlord but cannot guarantee this. It was ultimately down to the prospective tenant should they wish to continue with their application even though there is no guarantees regarding the furniture. You had then paid your holding deposit based on this. My colleague had then chased yourselves to submit your references and to pay the rest of your holding deposit as we assumed you still wanted to proceed. We did speak to the landlord about the furniture and at this moment in time the landlord was not in a position to replace it. Unfortunately we are not able to proceed with works without the landlords authorisation. After this, you had spoke to another colleague to advise you were withdrawing your application, and accused her of racism. We do not discriminate and we work on the landlords instructions. As per your tenancy guide, should you withdraw, your holding deposit is retained. I’m sorry that this may not of been the outcome you had hoped for, and we wish you the best of luck in your property search! Many thanks - Martin & Co Sheffield

Hi Holly, sorry to see that you have felt the need to write another review. Deanna dealt with your issues back in 2022 and had these resolved. We have not managed this property since May 2023 and therefore, would respectfully ask you to remove this review. Many thanks

Hi Lin, thank you for your review. I am sorry that you feel this way. I can confirm that a previous colleague kept you up to date throughout the application process and we had your move in date confirmed once we knew when internal works were going to be completed. As you can appreciate, we would not move a tenant in whilst works are still outstanding. In relation to the maintenance works in question, we are unable to proceed with works without the landlords/owners authorisation especially if the quoted works are above the authorised spend limit we have in place. We advised you that we could not get in touch with the landlord and then we had heard from a relative of the landlord and was advised they were unwell. We work on behalf of the landlord and we have to act upon their instructions. Again, please accept our apologies for the delay in things. I can confirm the deposit was released back to you in full within 10 working days. Many thanks