We would like to extend our sincerest apologies for the disappointing experience you had during your recent viewing appointment with our St Albans team. Your feedback is of utmost importance to us, and we want to address the issues you raised. We fully understand the frustration and inconvenience you experienced when no one was available to let you in for your scheduled viewing, especially after you drove such a distance. Upon a thorough investigation of the situation, it appears we encountered a series of unexpected complications leading up to the viewing day. Initially, our team had scheduled an open house for the property with the consent of the current tenants, who were overseas at the time. However, shortly before your appointment, we encountered a change in their availability and their comfort level with us showing the property while they were away. Our efforts to coordinate with the tenants resulted in multiple changes, and we understand that this caused confusion and frustration for you. Moreover, it was a regrettable oversight on our part that we failed to communicate the cancellation of your viewing to you. We apologise for this lapse, and we understand how disappointing and inconvenient it must have been for you. Since we have now let the property, we unfortunately, cannot offer a rescheduled viewing. However, we are committed to improving our processes to ensure that such situations do not occur in the future. Once again, we deeply apologise for the inconvenience you experienced, and we thank you for bringing this matter to our attention. We value your interest in our services and hope to have the opportunity to help you better in the future.

Thank you for taking the time to leave your feedback Michael. We are extremely sorry that we were late to your viewing. Unfortunately our colleague was held up at a previous appointment, and then the keys were unfortunately not left for us. We appreciate this would have caused frustration, and the sellers would also like to pass on their apologies. We hope we get another opportunity to give you a better viewing experience. Best wishes from the team at Ashtons.

“We are disappointed to have received this feedback after the Asset Management team dedicated so much effort to negotiating a full deposit refund for you at the end of the tenancy and dealing with various maintenance issues during your stay at the property. We have not charged you for any of the landlord’s repairs and have extended good will in various ways to try and make your stay as comfortable and stress free as possible. Should you wish to continue the conversation with Jamie Newson-Love then please reach out to him directly.”

“We are disappointed to have received this feedback after the Asset Management team dedicated so much effort to negotiating a full deposit refund for you at the end of the tenancy and dealing with various maintenance issues during your stay at the property. We have not charged you for any of the landlord’s repairs and have extended good will in various ways to try and make your stay as comfortable and stress free as possible. Should you wish to continue the conversation with Jamie Newson-Love then please reach out to him directly.”

Hi Adam, we completely understand how time-consuming and frustrating deposit arbitration by the TDS can be and as your agent, we always aim to mediate an amicable resolution between landlords and tenants to avoid these lengthy deposit disputes. Ashtons do not dictate deductions, we take the evidence from both parties into account to find a solution. In your case, regrettably, our attempts to mediate could not reach a mutual agreement and the external arbitration service awarded compensation based on the landlords claim against you. If you would like to discuss further, please do not hesitate to contact a member of the team.

We are very disappointed to read your review Anna. Having searched our tenant and client database we can see no record of your name or contact details. Please contact us at your earliest convenience as we would love to be able to follow up with you and assist in any way we can.

Hi Yvette, I’m sorry to hear your feedback regarding this property. However, I have spoken to our Lettings team who have reassured me that both the broken fence and garden at this property are currently being addressed as a priority. I understand that our Senior Asset Manager, Sophie Healey, has been in touch with you directly to discuss these issues and I do hope this puts your mind at rest. If you would like to discuss further, please don’t hesitate to get in touch. Thank you, the Ashtons team.

Hi Jonathon, We are, of course, very disappointed to see your feedback above. I have spoken with the team looking after this sale who have confirmed that after your offer was accepted, another interested party came forward with several bids on the property. Our team at no time encourage additional offers after a sale has been agreed but under the Estate Agent Act must legally report all offers to a seller up until the exchange of contract. All steps were taken to advise you throughout the process and to allow the opportunity for counter offers to be put forward. We are duty bound to report all offers received and to take our clients instruction, and while the decision was not an easy one for the seller, ultimately the decision was made to go with the other bidder. We understand the disappointment caused and if you would like to discuss the matter further, Andy would be more than happy to assist – he can be reached on 01727 819669. Many thanks, the Ashtons team.

Thank you for your comments. Having investigated this further, Louise had been informed by a local reputable solicitor that all local authority searches would be delayed until 14th July. With this in mind, Louise updated her clients of the same in order to manage expectations and make a suggestion that they and/or their own solicitor contact the council themselves for further clarity. Louise also checked in with St Albans District Council herself and established that this may have been miss-communicated to the solicitor and upon finding this out, immediately made all parties aware. We apologise if this caused any unnecessary stress but Louise was working in the best interests of all to mitigate what could have been hugely problematic, with the end of the Stamp Duty Holiday looming. We trust this provides clarity on the matter but Louise has offered that she would be very happy to speak to you or any other parties directly on this and can be contacted on 01582 463960.