Thank you for your feedback. We are sorry to hear that you were unhappy with your experience and understand that searching for a property can be frustrating and stressful. We would, however, like to clarify that this review appears to relate to the same tenancy application and circumstances referenced in several other reviews submitted by members of the same family. While we respect everyone’s right to share their experience, we do feel it is important that the wider context is understood. As letting agents, we do not make the final decision on tenancy applications, as this always remains with the landlord. In this particular case, there were also multiple agencies marketing the same properties, which meant the outcome was outside of our control. At no stage would our team intentionally guarantee that a property had been secured before formal landlord approval was received. We always aim to provide updates based on the information available to us at the time. We are sorry that the process did not lead to a successful outcome for you and genuinely wish you and your family the very best in finding a suitable home.

Dear L B, I'm really sorry to hear that you don't feel we care about tenants. I can assure you that is not the case. Be Better is one of our Core Values and if you feel that we have fallen short in our service to you as a tenant then I want to hear about it so that we can 'Be Better'. Please email me directly on abigailgrey@greyandco.co.uk to share your experience with me and I will do my best to resolve the issue. Many thanks, Abigail Grey.

Thank you Brija for taking the time to leave a review. I am sorry that you feel that we have cheated you by raising a dispute over your deposit deductions. Unfortunately, end of tenancy negotiations are often the most contentious part of a tenancy and all parties can often come out of the experience feeling disappointed. I know that you tried your best to return the property as well as you could, but that didn't meet the obligations set out in your tenancy agreement. I can assure you that we did not profit from any of the deductions from your deposit they went straight to the landlord to cover the costs born e by him to put the property back into the condition in which it was given to you, subject to fair wear and tear.

Hello Ghost and thank you for taking the time to update your review from 5* to 1*. I understand at the commencement of the transaction you were very happy. I also understand that when a tenant doesn't get all of their deposit back at the end of the tenancy this can be extremely upsetting, especially when they handed the property back in good condition. However you did sign a contract and when a contract is broken there are penalties to pay. We did not request anymore then was due under the agreement and you were advised of this at point you informed us that you would like to break the contract. Unfortunately we did not hold the deposit your landlord did so we could not control the speed at which this or overpaid rent was returned to you. For that I apologise that it was not dealt with quicker.

Dear Jose, thank you for taking the time to leave us a review, it would be beneficial for us to know why you have left us a one star review. This will allow us to improve our services in the area that you obviously feel that we have let you down. You can email me directly on abigailgrey@greyandco.co.uk if you prefer or you can respond on here. I do hope to hear from you soon. Regards, Abigail Grey

Dear Ciocan Vasilica, At Grey & Co we appreciate all feedback both positive and negative to help us improve our customer experience. Kindly let us have the background to your feedback so that we can understand what has happened in respect to the service you have received. Abigail Grey Managing Director

Dear D Hughes, I am very sorry to hear about you have been having issues. Do you reside in a property that we rent out, as your name is not showing on our data base? Please email me on abigailgrey@greyandco.co.uk and I will urgently look into this as we respond to maintenance issues as a priority and I am very alarmed to hear about the poor response to your issues. I urgently await your email to put right the problems experienced. Yours sincerely Abigail Grey Director

Dear Mr Poleac, We have no record of you on our database, if you have an issue with Grey & Co we would appreciate the opportunity to comment or put your problem right. Regards Grey & Co

Dear Roberta , Thank you for taking the time to leave a review. We are obviously very concerned by the bad review you have left and the impression you have of Grey & Co. Whenever we manage a property we will always aim to get any issues, but particularly those around heating and hot water dealt with as a priority. You will however appreciate that we are not the owners of the property and we have to follow our clients instructions. In respect of the property you rented from us this was owned by a Housing Association and they would not authorise us to use our contractors to deal with the maintenance issues and we were bound by their procedures. It was only our persistent lobbying of the Housing Association that eventually allowed us to use our own contractor who after two attempts resolved the issue with the heating. I agree that this took far longer than we would normally anticipate, for the reasons explained above. The situation with the Power Shower was the same, after constantly chasing the Housing Association they eventually allowed us to use our contractor to repair the issue. During these times we kept in contact with two of your co-tenants to keep them updated on the situation. I appreciate that you have not rented from us prior to this and do not have experience of how we deal with tenants in properties that we have a greater control over, but I can assure you that we do not take maintenance issues lightly and always endeavour to deal with these as a priority for our tenants. We wish you all the best in your new home and for the future. Regards Abigail Grey Director