Thank you for your feedback, sorry to see that you were not satisfied with our service. Unfortunately, to protect our client - the Landlord, it is necessary to carry out referencing checks on all applicants and those who are unable to prove their income/ affordability will require a guarantor. Regrettably, the guarantors you provided were unsuccessful in completing the referencing and therefore we can see that you withdrew your application. We hope you have managed to find a new home.

Dear Andra, sorry to read your review. Having investigated this with our lettings manager, it seems you arrived 25 minutes late for your viewing without the common courtesy of informing our office beforehand that you were going to be late. The lettings viewing lady was already leaving the property by car when you stopped her to ask her to show you the property. She was on her way to other viewing appointments where lots of other people were counting on her to arrive on time to let them into the houses. She informed you that you had missed your viewing slot. Note taken that you thought she was rude, and we will have a word with her about making sure she remains professional, despite the stress caused by 50% of current viewers being late or not turning up at all, despite confirming their appointments. As for your cancelled viewing, please be aware we are not allowed to show anyone a property once a holding deposit is taken from another tenant applying for the house. That is the law. As there are 40+ enquiries per property, you really do need to turn up on time for your viewings and appreciate that we act for the landlords as our clients to rent out their house to one person. By definition there will be 39 other people to disappoint due to circumstances beyond our control. We wish you all the best in finding a property

Dear Lizzie, sorry we do not have any Craig working for us. Never have had. Please would you mind finding the correct agent and reviewing them rather than us. Could you kindly remove your damaging review from our profile as our staff work very hard to communicate with people. Every Belvoir office is a totally separate business owned by different people and staffed locally. Belvoir Stoke has no say or influence or knowledge of what goes on in other Belvoirs, if you did mean to review another Belvoir. Please could you remove your review? Do give us a ring on 01782 478444 / stoke-on-trent@belvoir.co.uk if you need any assistance. Thank you

Very sorry you feel that way, but as we have no record of you being our customer on any of our tenant, landlord, buyer, seller or contractor base, please email us on stoke-on-trent@belvoir.co.uk to tell us what the issue is and we will be able to assist you. Our phone number is 01782 478444. If you can't get through because the staff are busy dealing with other customers or out on appointment, please leave a voicemessage and a member of the team will respond as soon as they are back at their desk and not attending to customers in the office. If you are wishing to enquire about renting a property advertised by us, please note that the advertising says that there is an extremely high volume of tenants wanting to view our houses and we will only be able to deal with 10 viewers at a time. We are receiving around 50 enquiries per property but there can only be one successful applicant. I'm afraid everyone else will have to be disappointed, unless more landlords make houses available to rent or more is done to help tenants buy houses. Thank you.

Hello, Sorry we don't know who you are, and you don't appear to be our customer, so if you would like assistance please contact the office on 01782 478444 / stoke-on-trent@belvoir.co.uk. Thank you.

Hi Dee, great to provide service for landladies such as yourselves. Our full management service helps many out of town landlords with efficient management of the property issues. Thank you. Just a note about the stars you have clicked, I think you've accidentally clicked on 1 star, so could you kindly have a look at that to amend it please so it reflects your review accurately?

Dear Mr M, sorry you felt disgruntled as the buyer who has lost out on the property. Unfortunately there is only one house and one buyer who can be successful. As the agent for the seller we were successful in getting numerous offers on our client's property. Our ever helpful staff member Cheryl showed you the property at short notice. She submitted your offer to the vendor. You knew at the time there had been higher offers. She also called and emailed you several times about the property. As we are all busy in and out of the office at properties, it is not always possible to pick up the phone at the office instantly. I can assure you we do not ignore calls when we are at our desks and calling on anonymous makes no difference to us. Cheryl had informed you that she had found your phone message to proceed with your offer on her colleague's lettings phone messages (which is a choice you made). Cheryl also informed you that there was a higher offer that by that point had been accepted by the vendor. It is the vendor's decision who they want to accept when they have multiple offers on the table. We are sorry that you have lost out on this occasion. If the vendor had done a u-turn on the other accepted offer and continued negotiating with you, the other buyers would have also been unhappy and felt unfairly treated. Therefore, the decision was made by the vendor which the vendor and us stuck with. Your offer was never accepted by the vendor and simply beaten by someone else.

Hello, I’m sorry I don’t know who you are and what the problem is. You’re not one of our sellers, landlords, buyers, tenants or contractors. Please could you ring us on 01782 478444 or email stoke-on-trent@belvoir.co.uk to let us know what the issue is? We’d very much like to help you. Thank you.

Dear Mandy, our job involves lots of outside valuations, appointments, property visits and so on. We have a very very high volume of calls per house (30-40 enquiries) when only one person can rent or buy the house. It’s impossible for the staff to catch every call but if you leave a message we will get back to you. We also have an expensive software that allows you to book viewings when you make an online enquiry. You get an email and text asking you to book onto a viewing yourself. On Saturday, we are open till 1pm on appointment only due to most of the day spent at viewings and actually selling or renting the houses for our clients the sellers or landlords. If your call was just a general enquiry, then I’m sorry we couldn’t get to you. This week was half term holidays so we had some staff holidays and the rest of the staff sacrificed lunchtimes and worked extra to pick up the unending calls. I also called back every message to find many callers didn’t pick up their phones.

Dear Phil, sorry you feel this way. However, our system shows you had booked yourself onto a viewing using our online appointment system and then you turned up a week earlier, despite text reminders with correct date. You’ve admitted (via email to us) that you didn’t check the date on the text reminders. Secondly, the house you mentioned, that was let, is not one of Belvoir Stoke’s houses. You’ve admitted that yourself in writing by email to our office that the house was in Shrewsbury. We’ve contacted you to investigate this matter as we continually look to improve our service. We wish you all the best in your house search.