Was there any problem Jane?

We understand its disappointing when you are refused a property due failed referencing but, we have a duty to protect the landlord and property. All occupiers must be referenced as part of our referencing guidelines. We also have to abide by rules set forth by our insurances, the landlords mortgage lender & buildings cover. Due to the multiple red flags during referencing, we were not able to offer you the property. Despite your email and explanation of your circumstances, which was copied to both myself and Chris our lettings manager, we couldn’t proceed with the application. The explanation you sent wouldn’t have been enough to appease the lenders and insurers as they will only honour their cover if we can provide passed referencing documents to them. I am sorry you feel the staff were rude on the phone, but i cannot see any evidence of wrong doing by my team. Ultimately these situations can be fraught with emotions running high and things can get misconstrued. As a director, i do not get involved with the day to day lettings and referencing of tenants. This is the responsibility of the lettings team and as you had already sent the email to Chris in that department, i felt he was best to correspond with you. I do sympathise with your position and that of many others similar especially at this time of year. I hope you and your family find a suitable property soon.

Dear Danny, sorry to hear that you were unhappy with our service. Having reviewed the case I have found a few discrepancies in your review. Your deposit was handled in the 10 day guideline set out by Mydeposits. Despite a stifling work load, and alot of daily emails, this had no impact upon your deposit being dealt with within the required timelines. The fact is that property was returned to us in a different state of condition to how you rented it. Our staff made comparisons as you left the property against the initial photographic inventory. (Evidence was provided to you). The oven was left dirty, the shower with limescale around it, the lawn uncut, and the wooden worktops with damage. When we brought this to your attention and offered you the opportunity to correct the issue before making a claim against your deposit you negotiated and came to a compromise. A compromise which was fair taking into account the issues. Having protected you against a reposession, finding you a new home, and having recieved positive comments from you in the past about our service, i think its unfair to leave a one star review. Whilst you have every right to leave a review of your choice i do not think it reflects the service during your time renting with us. I one day hope you may have a buiness and then understand just how harmful comments like this can be. I refute the fact you think we are conmen as we have to follow very strict protocols with deposits set out by propertymark and the National Associaton of residential landlords. I also note that you did not follow our complaints proceedure, in fact i dont believe that you even requested a copy of it or made a written complaint. Its a shame that you were not happy with the service but ultimately we have a responsibility to pick up on issues when tenants leaves a property and rectify them for the landlords we work for in a fair manner. The whole team would like to take this opportunity to wish you hapiness in your new home.

Hi John, thanks for your feedback. Unfortunately the property you enquired about in Riddings Close was extreemly popular. Over 300 people enquired about this property in a very short space of time and calls were taken by our overflow team also. There was an open house event advertised on the property which was free to attend. The property is also still available to view and offer on as there is no exclusivity period and our corporate client will consider offers up until exchange. I have emailed you in regards to this. Best of luck with your property search. Kind Regards Nick

Dear Ben, your purchase was from persimmon homes and not directly from ourselves. As such you should air your grievances with them regarding the missing key. As you are aware, I did try to locate the key for you but unfortunately we couldn’t make contact with the previous owner due to a number change. At the time I did recommend visiting persimmon for assistance. Furthermore the boiler was shut down by the previous owner to avoid leaks and issues at the property whilst it was vacant not goodchilds. I personally came and visited you and set your boiler up to save you an engineers call out. I remember this because the boiler had a tricky reset process and I was on the phone to the engineer for 15 or so minutes around 5.30pm on Your completion day. We can only apologise that your sold board was left up a little longer than usual. Please rest assured that if our board did do any damage our contractors insurance would be there to help ! Wishing you all the best in your new home.

Hi Martin, we noticed you have left us a poor review but no reason as to why ? I would love the opportunity to speak with you. Please call the office on 01952 701019 at your convenience. Nick

Pawel Maleszyk, we regret to hear that you had a negative experience with us, but as explained on the telephone, the delay in return of your deposit was down to our head office and a backlog with returns for the whole group not the telford office. I am more than happy to put you in touch with our head office to confirm this if you would like to send a message to telford@goodchilds-uk.com. Best wishes for the future in your new home.