Thanks for your feedback. Julian Bessey Director

Hi Jane, Thank you for your feedback. I am sorry to hear that we did not get everything right from move-in for you, or perhaps your family member. I hope we have remedied any issues to your satisfaction. If anything needs attention please call us on 01962 843346 at any time. Julian Bessey Director

Hi Sophie, Thank you for your feedback - I totally understand the unpleasantness of the bed bugs found and am very sorry that that occurred and affected you. That is of course the absolute last thing that you or we want. As you know, we engaged a pest control professional as soon as you reported this issue and arranged alternative accommodation while that was dealt with. Replacement of mattress and carpet was arranged and a whole house, professional treatment to really maximise all possible odds of success. The inspection and inventory prior to the start of your tenancy did not note any issues. The pest controller who dealt with this may have explained to you, as he did to us, that that is normal and that the bugs appear at night into occupied spaces only. You were released from tenancy - the landlord being entirely sympathetic to an unpleasant and difficult situation to resolve. I appreciate this is entirely inconvenient and the whole situation very frustrating, unpleasant and time consuming. Thank you very much for your patience with it and for your feedback. All the very best to you in your new home. Julian Bessey Director

Hi Kathryn, I am sorry your experience was not the 5 star one that we aim for. I know our Operations Director, Steve Thomas has been in touch to resolve any issues for you that we can. Please get in touch anytime on 01962 843346 (24/7), or Winchester@martinco.com Julian Bessey Director

Dear Jose, I am sorry to hear that you are having disturbance from your house mates use of the washing machine and dryer at your house. As you say, we have been in touch with all housemates requesting consideration. Steve, our Operations Director has further been in touch with you and all housemates today, suggesting a rota, a WhatsApp group and house meetings on any such issues. Working together in this way, is the best solution from experience of such matters. I very much hope this resolves the issue for you. Thanks, Julian Bessey Director

Hi Erin, I am sorry to read your dissatisfaction. … More

Hi, Thank you for taking the time to feedback to us. I am sorry to hear of your dissatisfaction. When convenient please return Sheila’s call, 01962 843346 option 5, so we can fully understand your complaint. According to your tenancy agreement and our management system and call recordings; - You requested to leave your tenancy one month before the end of your fixed term - We explained that you are in a fixed term tenancy - The landlord and we agreed to remarket the property early and if replacement tenants could be found, to release you early - Replacement tenants were found and referenced successfully - The new tenants earliest start date was just after the end of your fixed term, so rent could not be saved for you - The independent checkout summary report noted that; ‘professional cleaning was required, mainly within kitchen and carpets, hence there were third party cleaning costs to pay. I am sorry replacement tenants could not be found and move in more quickly and release you from tenancy sooner. I hope you appreciate that that is beyond our control and that efforts were made to facilitate your early release from tenancy at short notice and without charge. Remarketing commencing next day. Given the above, our Accounts Manager had to insist and remind you that your rent remained due for your final month, despite you having chosen to leave the property. Thank you for your feedback. Julian Bessey Director

Thank you for your feedback - sorry to hear that you are dis-satisfied. Please call us on 01962 843346 option 1 and ask for Steve Thomas, Operations Director, so that we can help resolve any issue for you. Julian Bessey Director Julian Bessey Director

Dear Miss Johnson, Thank you for taking the time to feedback. I am very sorry to read that you are dissatisfied with your house via ourselves and our service. To take your points in turn; 1. 'They will enter your home without knocking' In June it was noted on inspection that the garden at your house was overgrown. A gardener was sent to deal with this for you, paid for by the landlord. The gardener accessed the rear garden via the side of the semi-detached house. He did not enter the house. The gardener should have knocked on the door and introduced himself before he started work. Our apologies - we have reminded him to do that. 2. 'They tried to up our rent by £100' No one attempted to increase your rent. You were in a fixed term tenancy. You were sent a renewal invitation for the following academic year, which included a rent increase of £49 per person per month, a 7% increase, below the local average for the year. 2. 'The house was falling apart' The house was comprehensively inspected by Winchester City Council's Housing Officer on the 28th May '24, who re-licenced the house for shared occupancy for a further 5 years. There were no conditions or advisory notes on the licence indicating a property in good repair throughout and fully compliant on quality, space, gas, electrical and fire safety. 3. 'The house had damp issues' There was mould reported around the window frame of bedroom 4. The contractors found the window closed and unvented and the tenant explained the window was not being opened. The need for ventilation was explained. The landlord paid for cleaning. mould killing and the re-decoration of the window surround and for the frame to be re-siliconed. This was all completed 7 days after first report. 4. 'Multiple Things Were Promised to be Fixed but Never Were' A broken table leg and one or more chairs being damaged was reported on 8th Sept. These were replaced on 12th Sept and the following email received from one of your housemates. "Hi, thank you so much. I've been assured the sofa is indeed usable. Thank you again for how quickly you've sorted all this out." 5. 'Deposit emails ignored' Thank you for forwarding your email, when you got your Property Manager's 'out of office' message. I see that email was then replied to - apologies for any delay. One of your housemates contacted us, advising that they were lead tenant and that; "I just wanted to confirm that I am happy with the deductions for the house, and was wondering how easy it would be for the deductions to be split individually based on who was living in each bedroom - this is because there were different deductions for different rooms. I don't want myself or anyone else to be out of pocket for mess or damages that weren't our fault." Our Property Manager Hannah agreed to differentiated deposit deductions as requested above, subject to you all being copied on an email requesting that. Such an email was promptly received. I am very sorry that you feel as you do. We had some great feedback from your housemates during the year. I heard some personally on attending the house myself with a new router for you when there were some Virgin issues and with a new ironing board for the house mid year. Thank you for taking the time to feedback to us. Julian Bessey Director