Dear Melissa, We’re very sorry to hear you felt unhappy with your experience. We always aim to provide a responsive and professional service to all our tenants, and it’s disappointing to know that we fell short of your expectations on this occasion. While this tenancy was some time ago, we genuinely regret that you were left feeling this way and wish you all the very best for the future. Kind regards, The Lets Rent & Lets Sell Southampton Team 💜

Dear Melissa Thanks for your review, I value negative feedback as much as positive feedback as we can learn from it. I am a little surprised that you have waited 8 months since you vacated the property to leave a review, and that with the issues that you have mentioned you did not follow our complaints procedure or use the Property Redress Scheme, and not Google. It would also appear that during these 8 months the accuracy of the issues has become a little hazy, as I have checked our logs and there seems to be some exaggeration of what actually happened. I also cannot understand why if we are such a bad company that you recommended your friends to move in after you vacated the property? The only reason they did not was because the landlord requested the house back, and they were refunded all their fees for this. I am pretty sure I wouldn't recommend any of my friends to reside in a property managed by a company that is such a shambles and a disaster, as you have put it. Firstly, your partner was so rude to me, Barney, and John on the phone that he had to be told that using that language is totally unprofessional. Furthermore, he was also told this by our contractor at the property. Calling people f****** c**** a number of times is not the way to go about any kind of business. You claim Barney was rude but at no time did he ever use language like this to either of you. Secondly, you insisted that either you or one of my staff be there every time a contractor was to attend the property. When you were not present, it was not possible for a staff member to attend every time, and they could not give up several hours to stay at the house with the contractor as we are exceptionally busy. I myself accompanied a contractor there twice, but it is unreasonable to expect us to do this every time. This would have been the only time you were ever told that we were too busy. When the cooker broke, our contractors attended but could not fix the problem, and rather than order new parts for an old oven, the landlord agreed to purchase a new oven for you, which was delivered four days later. Unfortunately, we could not get a new oven delivered, installed and the old appliance removed any quicker. Regarding the heating, you were not left a week without heat. The engineer attended and bled the radiators, which was straightforward and is usually expected to be done by tenants. There was no work promised to be done before you moved in. You were told the landlord was looking to do some work to the drive, which was her idea, and she was dealing with this. She unfortunately took ages to get round to this, as she was using her own workman, along with changing the fascias on the property. We were never involved in this aspect of dealing with the property, but due to your complaints we did get involved and eventually persuaded her to use our contractor, who attended and finished off the fascias. Other work carried out on the property during your tenancy included a new shower and wall fixings, new toilet seat, new door handles to all doors, lights replaced in dining room, the above mentioned new oven and fascias, fully repaired garage door, repairs to bath taps and waste, plus many other smaller repairs. You also informed us that you were unable to use the shower as there was no pressure. When our contractor attended it was found to be due to a build up of dirt and limescale in the shower head, which should have been cleaned by yourselves. The landlord in this case paid for a new shower head, plus the contractors call out charge. Once again, negative feedback can be worked with but only when it is accurate. I really wish you would have used the official complaints procedure rather than having both sides of this aired on Google. Many Thanks Ben Oakley Director Lets Rent Southampton Properties Ltd