I am so sorry to learn of this, there must be some miscommunication somewhere, can I ask was your appointment today as I can not see you in the diary under Lewis Which property was it and who did you make the appointment with Kind regards Peter

Thank you for taking the time to respond to our invitation in leaving a review of your Letting experience back in 2011. We do value all feedback positive or negative as we understand you can never please everyone all the time and we always looking for better ways in managing customers’ expectations. For the benefit of our potential new customers reading this review, I would like to say the following: As the Business owner, I do remember personally conducting this final inspection with the Landlord back in 2011 after we had managed his Heckington property for approximately 8 years. Ordinarily after a final Inspection we are given a good 7 days in order to restore properties back to a good standard, but on this occasion our Landlord was moving back in straight away and after many years of letting he was going to make substantial renovations with in the property for his own enjoyment. As our Landlord was moving in straight away, £360 was given to the Landlord as compensation from the tenants deposit for dilapidation's including having the cooker cleaned all of which we agreed with both parties at the time and I have heard nothing since 2011 to the contrary. I am saddened to read that this landlord has seen this invitation to leave a review as an opportunity to try and damage our reputation rather than discuss his concerns with me directly back in 2011. Property inspections made by our property manager up to 2011 were conducted quarterly and the purpose of these are to ensure good stewardship of the property is being made by the tenant, our Property Managers are not trained Building Surveyors or Damp Specialists and do not walk around our tenanted properties moving tenants furniture to check for damp patches unless these are reported by the tenants, so I apologize that we failed to meet this expectation of our Landlord. We do adhere to strict codes of Practice as defined by our affiliates such as TPOS (The Property Ombudsman) NALS (National Approved letting Scheme) and follow the ARLA guidelines which are used as a benchmark by the DPS (Deposit Protection Service) which do state that Landlords cannot expect betterment and after 8 years of letting a degree of re-decoration and restoration is expected Regarding damp - I do recall facilitating an Insurance Claim on this property due to a long standing leak under the floor that even British Gas could not find on their Home-care Policy visits, this did eventually result a few thousand pounds being spent on internal restoration not too long before the landlord moved back into the property thus leading to a residual minor damp smell still left behind. We are transparent in the way we conduct our business and welcome the opportunity to demonstrate fairness and professionalism as we work hard to maintain our enviable reputation in Sleaford in a very busy market place.

I am sorry to learn of your recent dissatisfaction, we have been incredibly busy recently with an increase in demand for rental properties, whilst we endeavour to respond as quickly as possible, it is not always within the customers time frame and for this reason we apologise if on this occasion we have not been able to reply to your requests to rent a property sooner.

We are sorry you didn’t meet our referencing companies final decision and we hope you find a house to rent elsewhere in the future.

I see you have left a 1 star review, please would you mind emailing me the reason why on Peter.atkinson@belvoir.co.uk thanks

Dear Mrs Layton thank you for taking the time to leave us a review, we always ask for feedback although not usually bad I am pleased to say. I am sorry to learn that you felt I was rude, I was merely disappointed to hear that after we had spent several hours preparing your property sales listing you and your son had changed your minds, I regret my flippant comment that we should state ‘registered charity’ over our door as this was inappropriate, I wasn’t feeling brilliant that day as recently received news of my Fathers death, so I guess to find out we had wasted valuable time with any financial recovery of costs, didn’t add to my day. Once again I am sorry to have reacted the way I did, this is out of character. I was also disappointed to hear that you and son didn’t value the services of local agents helping you relet your flat and that you thought portals such as Rightmove were not needed and that you would let it though Facebook Please be careful with regards to the Deregulation Act, Deposit Protection legislation in conjunction with satisfying all the conditions now linked to the recent tenant fee ban and section 21 6a requirements as you are going alone in letting, which is risky if you are not aware of all the legalities around letting.

We were delighted with the service we had when purchasing our home through Belvoir. The agents were always prompt in keeping us up do date with the progress of our purchase. They were always happy to speak with us and nothing was too much trouble. I would definitely highly recommend Belvoir.