Dear Anisha, My name is Ben Davies and I’m the Director of Belvoir Swansea, Sketty and Mumbles. Firstly, thank you for taking the time to leave your review. Naturally, we’re disappointed to receive it although we can understand your frustrations. In fact, we too share those frustrations. When I first opened the business in 2010 I would show a rental applicant maybe 5 or 6 properties. 14 years on, my team have received 2300 rental applicants for 30 properties in the last 4 weeks in my Swansea office alone. Sadly, we only get paid by the Landlords on the properties we Let and not by the number of rental applications we receive. When those properties are Let, it leaves happy Landlords, a small number of happy rental applicants, but also many, many unsuccessful and unhappy applicants. Unfortunately for rental applicants, this is an ongoing national issue as highlighted by the BBC last year https://www.bbc.co.uk/news/business-67006468 In reference to your comments about our team members knowledge of the properties, we can certainly look into this as a potential training issue. Thank you for your feedback on this. Regarding, our team member being on annual leave and you receiving an out of office response, I’m not sure what to say. There are handovers completed when a team member is on annual leave and their work is covered by their colleagues. Good luck in your new property and we wish you well for the future. Kind Regards, Ben Davies

Good afternoon Joshua. Thank you for your feedback, which I am really sorry to read. I cannot find a record of you as a potential buyer, however, I can see you on our Lettings enquiries system. Due to the high volume and demand for rental properties at present, we have invested in an automated system to manage any viewing enquiries for rental properties. Having said this, if you completed an online form, you should have heard back from us to advise whether your application to view had been successful. I would like to investigate this further, to ensure that there are no issues with our systems, so I would be most grateful if you would contact me directly with your email address and telephone number, so that I may check all our call records and the systems we have set up. I can be reached at kirsty.macdonald@belvoir.co.uk. Many thanks, Kirsty, Head of Sales and Lettings

Hi Paper, we can see from your review that you’re frustrated, however, that is no excuse for abusive language. We cannot help you or address your issue as you are not using your real name. That said, if your real name is Paper then we cannot find it on our system. We can see that you are an international student from your other reviews so we can only ascertain that you potentially applied for one of our rental properties. If that’s the case, we are dealing with around 1500 rental applications into 25 available properties per month. Paper, we do not tolerate any level of abuse towards our staff members so please refrain from contacting our offices again. Thanks, The Belvoir Team

Good morning Julie We were so sorry to read your feedback this morning. We have checked our records, and can see that you attempted to contact us yesterday. Unfortunately we are experiencing an extremely high volume of calls at present, due to unprecedented demand for rental properties. We are doing our best to ensure that all messages are responded to within one working day, however. We have your details on our system, and our Lettings Manage Kirsty will contact you today to discuss. Many thanks from the Team at Belvoir Swansea, Sketty and Mumbles

We're really sorry to see your feedback Jamie. As you know, our Lettings Manager Kirsty has already reached out to you directly, following your recent application for a property. We can categorically confirm that all offers are taken to our clients, and, due to an extremely high demand for rental properties at the moment, we are often receiving multiple offers on one property. We are sorry that you missed out on the property you wanted this time, and we wish you all the very best with your search. From the Team at Belvoir.

Thank you for your feedback Ameera - we are so sorry to hear that you are disappointed with any aspect of our service. A member of our senior management team has reached out to you directly to discuss. Many thanks, Belvoir.

Hi Harry We are so sorry to receive your feedback. We are currently experiencing an extremely high volume of calls and emails from new rental applicants, however, you should have heard back from the team if you have left messages. We are unable to locate details based on your first name only, so we would be most grateful if you would contact our Lettings Manager Kirsty (at kirsty.macdonald@belvoir.co.uk) to provide further contact information, so that she may look into this for you, and phone you to discuss. Many thanks, from the Team at Belvoir Swansea, Sketty and Mumbles

We're really sorry to see your feedback Stephanie. Unfortunately, we are dealing with an extremely high volume of calls. While we do indeed have measures in place to manage our call volume (we employ a call answering service and we have processes to check and respond to messages, emails, online enquiries), there may be delays on occasion. Our existing clients do have direct access to the members of staff they need to deal with, however, for general enquiries, our best suggestion if you are unable to get through is to leave a message or send an email with your details to swansea@belvoir.co.uk. Please note that for rental enquiries specifically, we are receiving upwards of 60 applications per property, due to the huge nationwide rental demand at present. Therefore, we do allow up to 3 working days to respond to any lettings applications. We cannot locate your name on the system of our existing contacts, nor within our call answering service or online enquiries, but you may have provided different details when you tried to reach us. Please reach out to our Lettings Manager at kirsty.macdonald@belvoir.co.uk, or our Sales Manager at james.smale@belvoir.co.uk, depending on the nature of your query, and they will ensure a member of the team makes contact with you as soon as possible. With thanks from the Team at Belvoir.