HI Beth, So sorry to hear you say this. I know it's been frustrating that the landlord has sold their property with you staying there... We have had little or no control on this matter and have worked with the landlord to help facilitate your onward move.

Hi Manoj I’m so sorry you felt that you had to wait to long to get your deposit back... We will work on our processes to make sure that we do better in the future. We found it slightly problematic that you stayed later than your proposed and agreed date to leave your rental property which contributed to us taking longer to return you deposit than normal along with a busy time of the year. So apologies and we’re glad you have it all back and wish you all the best for the future..

We are really sorry to hear this. We will speak with the Winchester branch to better understand what happened here, as this appears to be an isolated issue. All feedback, whether positive or negative is used to improve the service and training we provide, so we would like to thank you for bringing this to our attention. You have raised a number of important issues here and we will try to call you to discuss these, if that is ok. We have investigated the major items that we can from our records today (Sunday). This appears to be in regard to a shared tenancy that was transferred to EweMove by the Landlord from the previous letting agent, partly due to their service. It looks as though this created issues for you, which from our side we apologise. We understand that this tenancy was transferred to EweMove, with you and your friends leaving the home 6 months or so ago in August 2018. Even now, we appreciate you raising this to our attention. The property appears to have been transferred with a number of outstanding maintenance issues from the previous agent, which we will investigate further with the branch. A number of these issues needed the Landlord’s agreement to resolve and approve budget to get fixed and as he was not in the UK, these took longer than they should have. It looks as though the question of the fence, was agreed with the neighbours by our branch. This appears to have been their fence to repair/replace and we understand the neighbours finally dealt with that after numerous discussions with our branch. With the Admin fee that you paid to your previous letting agent on renewing your tenancy agreement with them, it looks as though your previous letting agent was not at all helpful in returning that to you? As a gesture of goodwill, we see that our branch Director actually paid that back to you out of their own pocket and took on the lengthy discussions with the previous agents to get those funds back. With your Deposit funds from the previous tenancy and agent, as you say the previous agent never transferred these funds to EweMove and our deposit protection scheme and therefore they were never within our control. Our branch Director had a lot of phone calls etc with your previous agent’s various offices and they did finally get the funds returned to you. This took longer than we would certainly expect, as the funds we not under our control. The transfer of this tenancy and the issues we inherited were certainly not as easy as we would have wished, so please accept our apologies. We will investigate further with the branch and contact you to discuss these points. In the meantime we understand that the Winchester branch have taken steps to strengthen it’s lettings team as well. Thank you for drawing this to our attention. We will call you with further feedback after our investigations.