Dear Trevor, we are always looking to learn from our customers on how we can improve our service. I believe you are one of our tenant applicants? Please email us on stoke-on-trent@belvoir.co.uk to let us know your opinion on how often a letting agent should communicate with a tenant applicant. We will then be able to see if that is do-able going forward in light of the over-demand for our houses, now having to deal with up to 50 people per house, double from pre-covid times. We look forward to hearing your thoughts on this. Thank you.

Hello Nick, I'm afraid we've searched our systems and we cannot find you as a client (home seller/landlord) nor a tenant or buyer. Neither can we see your name on any emails on incoming enquiries. Please help us at Belvoir Stoke understand your review of 3 star and how we can improve that to 5 star in your eyes. Just email stoke-on-trent@belvoir.co.uk or pick up the phone to us on 01782 478444 during office hours. The staff will be happy to hear from you to see what the problem is. Many thanks!

Hello, Belvoir Stoke is part of a 160 strong network of offices with national coverage that's able to sell, rent out and manage apartment blocks. If you use the main www.belvoir.co.uk website you will have all nationwide properties. Obviously if you look at an individual office's website you will find the properties being handled by the individual local office. You might find you are having trouble finding properties because we are fast at selling and renting them out ... such that in fact very few are still available on our website. Sorry can't help that.

Dear Tammy, sorry you feel that way but your review is a distortion of reality. We have made it easy for tenants to report repairs via our website and via email. However, you don't use any of these but instead choose to ring through and report orally. Either that or our property manager picks up the repair issue when she does the periodic inspection and creates her thorough photographic report of condition. Then on our property management software I can see 4 lots of repairs (of multiple items) that have been approved, work carried out to your satisfaction and paid for by landlord over the last 6 months alone. I think you are frustrated because you live in a typical aging Stoke on Trent house and there are lots of maintenance issues. However, that is different from saying work doesn't get done. I can see on our system that your latest repair report has gone through the quoting system and received landlord authorisation just last week. So now those will be done shortly according to the third party tradesmen's availability. My final point is our Property Manager knows you are complaining also about radiators but she has sent gas engineers out several times and they confirm that the heating and radiators are working, albeit being old radiators. Therefore, there are some items of work that you would like done that will not be done because they are not urgent or are not part of the landlord's repairing obligation. That is our job as agents to know the difference and to be fair to all. Your landlord co-operates and repairs everything, so your comment of "work hardly gets done" is false. We have lots of records and invoices to show otherwise.

Thank you for your feedback, however we are sorry that you were not successful with your recent application for one of our properties. Unfortunately, tenant demand is outweighing supply at the moment and therefore we receive a significant number of applications for every property, and ultimately only one can be successful. We are glad to see that you have recently booked to see another of our properties and wish you continued luck in your property search.

Hello, sorry you feel that way about our service. Without a “description” it’s hard to see why you’re unhappy. However, your first name matches that of someone who viewed a house for rent and who wants to apply for a house. However this person only disclosed they had an outstanding COUNTY COURT JUDGMENT for RENT ARREARS when wanting to apply. We spoke to landlord and explained to this person politely (at least by two members of staff) that this person would not pass our referencing (which affects our landlord’s ability to take out insurances like Rent Guarantee). Therefore we declined to progress to application stage or to take any holding deposit. Therefore, we have acted for our client, the landlord, in a 5 star manner properly qualifying applicants prior to referencing and looking for the best tenants to protect their rental houses long term. Thank you.

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.