Thank you for recognising Loretto's dedication to providing exceptional support. We're delighted to hear about your positive experience and are grateful for your kind words. If there's anything else we can assist you with, please don't hesitate to reach out.

Dear Ms Nunes, From the outset I would like to refute your accusation of racism towards you from any member of my team or my company. We have operated our business for 12 years and in that time, no one has ever accused us of racism. We operate an open, inclusive and diverse business with a very good culture where racism is not tolerated in any fashion. I would strongly urge you to contact the police and report this crime so it can be properly investigated, and we can strongly defend these libellous accusations in a proper fashion rather than have to deal with random comments on a google review. We were highly surprised to receive your review as we have not had any correspondence from you since 2017. You were a tenant in a property we manage from Dec 2015 to Dec 2016. The tenancy was largely uneventful with the exception that you brought a cat from your home in Portugal into the property during the tenancy. The tenancy agreement, which you signed, clearly stipulated that no cats were allowed for two reasons, firstly the landlord had just fully refurbished the property to a very high standard and secondly the freeholder of the block of flats did not allow pets. Despite this you breached your tenancy agreement by bringing a cat into the property. The landlord was not able to allow the cat to remain in the property, for the above reasons, and you subsequently returned the cat to Portugal and remained in the flat for a further 9 months. In 2017 you had expressed dissatisfaction at the outcome of a conversation you had with Loretto at our office prior to the start of the tenancy. Unfortunately Loretto had a previously arranged appointment and so could not finish the conversation in full but she subsequently emailed you to apologise for having to leave and to answer the queries you had raised. During the time we managed the flat we were professional and courteous at all times. We will contact you directly on your accusation of racism as I am keen to understand this further given that some 8 years have now passed. Regards Brian Linehan Managing Director

Dear Katie, I am sorry you were unhappy with our service during your tenancy. Whilst I note you have requested us not to reply I feel compelled to set out the facts. Firstly I want to comment on your assertion that we did not take your reports of the damp/mould seriously. On receipt of the 1st report by email of water ingress on 9th Nov we visited the house the same day to assess the issue. The landlord instructed us to contact the roofing contractor who had previously completed works on the house but unfortunately they were no longer in business. Despite it being a busy period for roofers by 18th Nov a temporary repair was completed whilst the contractor submitted a full quote. All the agreed works were then completed prior to Christmas. An electrician visited the property to check on the electrics on the 1st Dec and confirmed that all was in order. I visited a second time on 2nd Dec to check on the issue & to bring a dehumifier and heater. Unfortunately the roof repairs completed before Christmas did not fully resolve the issue. As you had the contractor’s details you were in direct contact with him about continuing the remedial works. The contractor completed further extensive works including a window replacement whilst also keeping all parties updated. The landlord was keen to get a resolution and there was no hesitation at any stage in agreeing with the contractors recommendations to continue the work at the house. With regard to your comments of “allowing me to live in a property which was leaking and mould infested” - as you know the property was presented fully redecorated at the start of the tenancy in Oct so the issues with mould only arose after the water ingress in Nov. Any roof works will take a number of weeks to organise & implement and this was carried out as quickly as possible. From your emails and conversations with the office we and the landlord understood it was a stressful and frustrating situation for you but the timing of these works were outside of our control. The landlord also made a gesture of goodwill to you with a rent reduction in Dec. In our conversations & emails in early Feb you were clearly upset and whilst I knew you had really wanted to live in the house, given that the issues were continuing despite the ongoing works, I suggested that I speak with the landlord about an early release. On 21st Feb you officially requested me to discuss this with the landlord and on 23rd Feb the landlord confirmed she was happy for you to be released from the fixed term at no financial cost to you. You gave notice to end the tenancy on the 9th March and your deposit was returned to you in full despite the fact that there were rent arrears. Regarding your formal complaint, after receiving my response as per the process laid out in our complaints procedure, if you were unhappy with my reply the complaint could have been raised further to the Managing Director. In a family run business it is common for Directors to be related, I can assure you that there would be no conflict of interest with dealing with complaints. You also have the option to go to the Property Ombudsman who are our independent redress body. You did, in fact, contact Environmental Health in Feb who then contacted us. We set out the issue, details of works completed & confirmed that the landord had given an early release. They were satisfied as to how we were dealing with the case and recommended no further action. Through out the entire time of the works we were very sympethic to your situation and we knew how frustrating & stressful the situation was and we pushed to ensure everything was being done as quickly as possible. The landlord made a goodwill guesture of £400 by way of a rent reduction in December and agreed to write off rent arrears of over £700. I really dont believe we could have done anything different in managing this situation. Kind regards Loretto Linehan

Dear Judith, I am sorry you felt you had to leave a one star review for Belvoir. On checking the file I can see that this relates to the retention of the holding deposit when you withdrew from a tenancy on the actual day of check in, with all the work having been completed. I explained at the time that you were given the incorrect information by a colleague and that as per the holding deposit agreement, which you completed, the funds would be retained to cover our costs as it was yourself who decided not to proceed with the let of the property. This caused further delays in getting the property let for the landlord Kind regards Loretto Linehan Director

Dear Yuzde, I am sorry you have been uphappy with our service. Unfortunately I cannot find a record of your enquiry as you have not provided any details within your review. Some of your comments in your review seem to conflict "either they never turned up or never answered the calls and messages" - can you confirm which it was? Also we would never do a viewing on a property that was sale agreed as we would be wasting both your and our time! Perhaps you could contact me directly as we would be keen to understand what exactly happened in this case, if indeed it was our company. Many thanks Regards Loretto Linehan

Dear Bailey, I am sorry you felt you have received bad service from Belvoir. As you are aware with our many emails correspondence after your tenancy ended, there were 5 items raised in the check out report. You agreed to 2 of these but we could not agree to the remaining 3 items – lights, a broken chain and the final clean of the property. You were given the check out report which showed the items concerned. You then opted to go to the DPS deposit adjudication service. The final cleaning bill was £436.60 and the landlord asked for 50% contribution from yourself, which you declined to accept. We submitted the evidence – check out report & opening inventory and I saw from the adjudicator’s report that you submitted your own photos. The final report of the adjudicator was received on 4th December and they awarded 100% of claim to the landlord. You will have received a copy of this report from the adjudicator so you can see their reasoning for this decision and as you are aware their decision is final. With regard to your comments about never responding to your requests during the tenancy, the majority of items were responded to and dealt with in a timely manner. I do feel that your review is unfair in its tone and conveys a picture of a very unhappy and unsatisfactory tenancy – but you did stay two years and overall I felt that we had a good relationship during this time. The deposit matter was decided upon independently of Belvoir and unfortunately for you they did not decide in your favour. As an agency we dont play dirty, as a tenant you have a responsibility to the landlord and the property to return it in a good condition allowing for normal wear and tear. The independent body found that you did not do this. Kind regards Loretto Linehan

Hi Luke, Many thanks for your feedback. We are sorry to hear you have experienced poor service and missed out on a property. We have tried to contact you to further understand what may have happened as the timeline just doesn't seem to make sense and does not fit with our standard procedure. Properties do often move very quickly, so we always advise that any interested party should contact us immediately after the viewing to progress matters, we would never advise any party to wait 3 days! All those who attend a viewing with us are given the same opportunity to register their interest and we would not suggest any delay in applying for a property. I note that you had booked to a view a two bedroom property with us on 3rd March and we did not receive any application for this particular property until 15th March, so there would have been ample opportunity for you to register an interest if this is the property you are referring to, even after waiting 3 days! I appreciate though that you may have been in contact with a number of agents during your search and it does not appear that you have viewed any other properties with us. I would like the opportunity to discuss your experience further so that we can fully understand what the situation was and continue to improve our service. I would appreciate if you can please contact me directly in this regard. Kind regards Gwen

Dear Vicky, We are disappointed to read your review of our service following the detailed reply we sent to you last week regarding the concerns you raised. I am sorry our service fails to meet your expectation however I feel it is important to put on record our version of events. 1. Late Rent Payments. Firstly can I put on record that this statement is completely false, misleading and untrue. We process c£500k of rental and deposit payments per month and our landlords receive their rent on the day we have cleared funds in our client account. We have explained to you on many occasions both on the phone and in writing that we cannot pay rent over to you until the funds have cleared in our client account. This seemed to cause you a major problem this January. As you know your tenants’ rent due date is the 1st, however the 1st Jan was New Year’s Day with offices and banks closed until Tuesday 4th. Our client account was credited with your tenants’ rent on Tuesday 4th, however under the rules of the banking system they are entitled to claim the rent back from our account up until midnight on the day they make payment. We had cleared funds in our client account on Wednesday 5th and those funds were transferred to your account at lunchtime. There is nothing we can do differently and indeed many agents batch their payments and pay them on a weekly or fortnightly basis but we process our rents every working day, Monday to Friday. 2. Washing Machine – Your assertation that the tenants were waiting months for a new washing machine is again completely untrue. I have already advised you of the timeline but will set it out again here for complete clarity. On 1st September 2021, your tenant reported the issue with the washing machine and we requested further details. I subsequently discussed the issue with you by email on the 4th September and a contractor was booked and visited your property on the 7th September. With the contractor’s recommendations that the most cost effective resolution was a new washing machine due to the age of the current one and cost of repairs, a suggestion for a like for like replacement was given and approved. Unfortunately, this was out of stock and further alternatives were discussed with you. On 15th September the approved washing machine was ordered and a date agreed with your tenant for the delivery and installation. Therefore you can see that from the date the tenants contacted us to report the issue and the machine being ordered was just over two weeks – not “months” as per your review. 3. Tenancy Renewal – Your tenants fixed term ended on the 31st October 2020. Prior to this I contacted you to discuss the renewal and to advise that, in order to comply with legislation which was now in place to ensure your tenants’ safety at the property, a satisfactory Electrical Installation Condition Report (EICR) was required for the renewal. You decided not incur this cost at that point in time and instructed us to defer the EICR until 2021 keeping the tenancy on a monthly periodic basis. The satisfactory EICR was sent to us on the 2nd March by the electrician. With our renewals during the pandemic and various lockdowns the overall opinion of our landlords was to keep tenancies on a monthly periodic basis until the economy started to return to normal. Like most businesses, we experienced staff shortages due to Covid and this unfortunately delayed us in processing your renewal as a result. We have carried out a full review of how we have handled the management of your property and, apart from communications during renewal, it is difficult to see how we could have provided a better service. I do hope your new managing agent can meet your expectations. Kind regards Loretto Linehan Owner & Director

We're sorry we appear to have fallen short of your expectations, on this occasion. If you feel you have more feedback you'd like to share, please do reach out to us personally. We are always looking for ways to improve.