Hi Christian. Your family member who was a tenant left the property in poor repair, with pet damage and owing rent. It will need new carpets and redecorating amongst other issues reported by the landlord. We will continue to chase the missing rent.

Thank you for your feedback. We did explain that we were waiting on contractors supplying invoices for us to be able to confirm to you the costs of the work needed to repaint the bedroom that you had very poorly painted without prior permission, which is a breach of your tenancy agreement. The decor in this room was only 18 months old. The amount the contractor charged is a little over 10% of your whole deposit. The contractor is local, independent, and his prices are in-line with current, local prices. Any deductions are fully in-line with DPS rules, and move out instructions are fully detailed in the move out letter you received on 14th September 2021.

Hi Nicola, thanks for your comment, however having checked our recorded phone calls and all emails, we cannot find any contact to either the Stone or Stafford offices. If we have missed something please get in touch on Stone@belvoirlettings.com with the time and date of your enquiry so I can follow it up. We pride ourselves on our service and all enquires are important to us. Adrian Walton, MD

Hi Craig, as you are aware, at our suggestion, Staffs Borough Council Environmental Health team visited the house and found no evidence at all to support any of the claims you raised. The landlord released you from the contract early and the property was subsequently occupied by the landlord. We hope you are well settled in your new house.

Mr Morgan has had his claim against the tenant dismissed in full by the DPS, and 8 of his 9 claims against us rejected by the Property Ombudsman, including his case for the oak flooring. We paid him 100 against his claim of over 2500 pounds. I wanted to set the record straight as he will not!

As an award winning agent, we take all complaints seriously. Mr Morris, If you have a detailed complaint, you are welcome to submit it to Adrian Walton (MD of Belvoir) in writing and it will be investigated in detail. We have a detailed log of all calls and e-mails and this shows a builder attended the property and carried out repairs promptly, and we had no subsequent notifications of any other issues from you that were not resolved. Your deposit is currently being processed by DPS and if they do not agree with the evidence we have put forward for dilapidation deductions, they will return the deposit to you. Adrian Walton - MD Belvoir Lettings Stone & Stafford

Gavin, given it was March 2013 when you moved into the property, and over 12 months since you left, I was surprised by your comments and the fact you never contacted us to further the issue you felt you had. Clearly the move in was a fraught time, but we were only contracted to find a tenant and set up the tenancy agreement. The landlady was going to manage the property and turned up as arranged with keys to meet you, solving the issue of access. Bonnie is not the office manager, and she was trying to explain the fact to you that we had no keys for that door, but the landlady did. If you thought she was rude, I am sorry, but she only wanted to confirm the landlady was on the way to meet you. More than happy to discuss this further, Adrian Walton, Managing Director Belvoir Stafford and Stone.

Rich, I am disappointed you did not contact the office with your complaint in advance of posting a review. Our midterm visits are programmed as per our contract with the landlord and based on the Property Ombudsman Industry recommended standards of between 4 and 6 months. You allude to us attempting to extort money, a serious allegation! We publish all our fees as required by law and nothing is hidden. In addition our fees are below the industry average. If tenants act outside their agreement, an example might be having an unauthorised pet, then we are duty bound to advise them as per the landlords instructions that if they want to comply with their agreement, formal permission is required to be given as an addendum to the tenancy agreement. All tenants who have pets are required to pay an additional non refundable fee of £100 that covers the landlords risk of potential damage and infestation that is not uncommon, especially with cats and dogs. We will always take a view on the pet, and needless to say, a goldfish does not attract a fee. I would be more than happy to discuss your complaint in more detail should you wish to contact me. Adrian Walton, MD Belvoir Stafford & Stone