If agent Kat is honest, she knows that our only requirement to enter was to paint the house, which was not done, it is true that we did not say anything trusting that it would be taken into account, because no, they took our money for painting walls ..…See more

Dear Elouisa I’m sorry to hear that you feel your experience has not been a positive one though I feel you are being a little unfair on us. I have looked into the matter in detail and would be happy to discuss in person with you should you wish. It is my aim to rectify any fault in the service we provide however I have identified the following: I believe we had discussed with you at the time of renting the property that our recommendation to the owner was that decoration works were required prior to your tenancy; this was not a condition of your offer but we advised the Landlord to do so. This was even more apparent when the previous Tenants vacated. Upon viewing the property for s second time, it appears that you were in agreement with this suggestion and pleased we had taken this measure on your behalf. Due to the timescales of your move, there was not adequate time between tenancies to have the works completed. The Landlord was provided with quotations from contractors but decided against using them. You kindly informed my colleague that you knew/worked with a decorator who we subsequently contacted and the Landlord instructed to carry out the works. I am sorry that you were not provided with the utility providers on the day that you moved in. This is strange as there should have been new/recent mail from the providers requesting your information as the new occupants. We did ask your Landlord immediately upon receiving your request who the providers were and they stated that they “did not know”. The previous Tenant had not been present for their check out and therefore the inventory clerk was not made aware either of the providers as we would have expected. As I have mentioned above, it is our intention to make sure you receive a high level of service and if we have fallen down on any part then I accept full responsibility. Please can you contact me directly to discuss the other points you mentioned have “not been done”. We have instructed everything you requested as a condition of your offer and the additional decoration works; therefore I’m unsure what else you refer to and would be keen to discuss the matter to see what can be done to rectify the situation for you. Peter Lessels Lettings Manager 01932 221 122

Dear Mrs Normand, I'm so sorry to hear you are unhappy with our service. I have looked into the tenancy history as we take health and safety very seriously. It looks like you had an issue with the mirror which we did get fixed for you. In terms of the deposit the costs are what your landlord asked us to put forward to you following an independent inventory clerk doing the checkout report. I can see from our notes on the system you rejected some of the deductions on the list and following our discussion with the landlord these costs were removed and the deposit was released. We do follow the TDS guidelines when negotiating deductions to deposits and I believe in this case you and the landlord did come to an agreement. Kind regards Lois Waters Head of Property Management

Dear Fergus Thank you for your feedback, and I am sorry you are unhappy with the end of tenancy process and the handling of your deposit. The checkout was done by an independent inventory clerk so as not to be biased. As I explained at the time the costs put forward to you are at the landlords request and guided by Curchods as to what are reasonable costs. Curchods do not hold on to any funds from a tenants deposit as this is registered to you and the landlord. We have to have agreement from both the tenant and the landlord to release any deposit funds, if this doesn’t happen and you are unhappy with the costs put forward you are able to raise a dispute with the Tenancy Deposit Scheme, this is who protects your deposit and can make the final decision on who should be awarded the funds. I am sorry that you felt fobbed off, this was not the intention as we always follow the TDS guidelines when negotiating deposit releases. Kind regards Lois Waters MARLA Head of Property Management

Hi Kirsty Rumble the vendors then decided to go down the route of wanting to do best and final offers to make it fair to all interested parties. We put the offers (including yours) forward to the vendors in a completely neutral way and they unfortunat…See more