Thank you for your feedback! We're glad to hear that you had a positive experience with our agency. We apologize for not having the apartment measurements readily available. We will work on improving this for future reference. If you need any further information, please feel free to reach out to us.

Thank you for your feedback. Please feel free to reach out to us directly with any specific concerns you may have. We value your opinion!

Hi Ed, Very dissapointed to receive your review given that we haven't managed your property for some 26 months now. We always welcome constructive feedback as we are constantly looking to improve our services to our clients. Unfortunately given our relationship ceased over two years ago it is very hard to bring those learnings into our business as some of the team who were involved with your property are no longer with our company. We do provide a very competent service and have done so since we opened our business in 2013 and since then we have let almost 2000 properties and currently sucessfully manage £100m worth of properties for our landlords. From memory at the checkout you were happy for us to continue the management of your property however you wanted a reduction in our fees which we were not prepared to do and you then moved the property to a lower cost agent. I wish you all the best for the future. Kind regards Brian

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