Hi Amy, I can find no details of you on our system. Please would you give us a number to call you on or call us on 01962 843346 or email us on winchester@martinco.com so we can deal with your complaints. Many thanks, Julian Bessey Director

I have to say Thank you to the owner Julian who took the trouble in a Sunday evening to call me straight away to discuss my issues and concerns.

Very sorry for your inconvenience at such short notice, not at all what we want. Unfortunately the current tenant advised that she could not permit access last minute. Anna, has a video of the property which has sent over to you by email. Hopefully this will help see if the house suits and if so, we can get you rescheduled, should you wish to. Once again, apologies for your inconvenience. Julian Bessey Director

Hi Harry, we have no record of you on our systems. Please contact us so that we can assist you with any issue you may have, or have had. 01962 843346 winchester@martinco.com Julian Bessey Director

Dear Tanya, I am very sorry to read of your frustrations with your recent tenancy via ourselves. You were dis-satisfied with cleanliness following a professional clean pre move-in. I attended in person as soon as you reported that issue and I fully agreed with you. I apologised and instructed a deep clean, carpet clean and oven clean by a second contractor right away. The inventory for your tenancy was produced after the first clean, the unsatisfactory one. The independent check-out at end of tenancy was referenced against that original inventory. Yes, we did agree that if the property was left in the same condition that you received it, (before re-clean), that no cleaning costs would apply. The independent checkout summary against the original inventory, reported that; 'Cobwebs are present to the ceiling within several rooms. In the kitchen, scale is present to the sink and draining board. Grease is present to the interior of the oven door and oven racks. Grease is visible to the extractor filters. In the utility room, scale is present to the washing machine soap drawer. In the bathroom, scale is present to the chrome fitments. The property would now benefit from some further cleaning in some areas, in order to return to the same level of cleanliness as noted at inventory.' Given that cleanliness on return was reported as less than on the original inventory, your landlord felt the cost of that cleaning to be a fair deduction. (Cleaning costs are costs to a landlord, not fees payable to the agent). Your partner wrote to us accepting that cleaning was needed and offered 50% of the end of tenancy cleaning cost which your landlord accepted. Your property was inspected 4 times during your tenancy. It was not inspected in 2020 when temporary restrictions on movement and access prohibited non-emergency access. The period property has single glazed sash windows. This was the case at viewing, visible on particulars and on the inventory prior to move-in. I cannot find any record of anyone advising of double-glazing. If anyone did at any point, I am sorry. Our reference for any such query would be the inventory. Kind regards, Julian Bessey -Director

Please contact me, the owner of Martin & Co, Winchester, or our Operations Director, Steve Thomas, so that we can get details and assist you in your complaint. We are on 01962 843346 Option 1. Thank you. Julian Bessey Director

Hi Lorrain, Really sorry to hear this - Could you please direct message us with your number so we can get this resolved for you asap. We cannot see any calls that have come in but we are more than happy to help in any way we can! The problem sounds easily resolved.

Hi Rebecca, We are sorry to see that you feel dissatisfied. You and your friends applied for tenancy and then withdrew. Your holding deposit was non refundable on your withdrawal. Nonetheless we refunded your holding deposit given your circumstances. We have tried to call you but cannot reach you. Please call us on 01962 843346 if we can help further. Julian Bessey Director

Dear Melina, I am very sorry to read of your dissatisfaction following your recent Winchester tenancy. Having looked into the issues that you raised with your property manager and landlord and reviewed your inventory and check-out reports I can see that; The independent inventory confirms ‘that the property looked professionally cleaned at 2nd August 2019’ and this was supported by a cleaning receipt. The independent check out report at end of tenancy confirmed that ‘the property required further cleaning’ Total cost of commercial cleaning throughout, ready to re-let was £152 cost per person. £25.00 applied for a scorched desk which you helpfully confirmed was your responsibility. Your housemates agreed and accepted these deductions. You mention that your landlord attended without warning. Your landlord advises that he attended periodically to maintain the garden – I can see emails to the household advising of these visits on our management system Thank you for taking the time to feedback. I hope our emails and this information helps you understand why we and your landlord deemed the cleaning costs necessary, based on the condition of the house as reported in the check out report. Kind regards, Julian Bessey Director

Thank you for your feedback. I am very sorry to read that you feel that your checkout was handled unfairly. The reason that you received the detailed photographic report that you mention, was because we use third party, independent inventory clerks to conduct; Photographic and written Inventory – the day before move in Photographic and written check-out – the day after end of tenancy This is deemed the fairest way for end of tenancy property condition to be evaluated and is the Deposit Protection Service’s preferred working practice. The checkout report, included the following in its summary – it was for these reasons that professional cleaning was required. It may be that if you engaged your own cleaners that they unfortunately let you down. ‘The property does not appear to have been thoroughly cleaned in advance of exit or regularly ventilated during the tenancy. There is mildew spotting visible throughout to all walls, and this is particularly noticeable to areas around windows. Heavy mould spotting is present to the lounge curtains. The dishwasher has a considerable amount of mould and a strong odour present inside. There are large areas of scale build up in the bathroom and en-suite. Mould marking is present to the edge of the bathroom door. The property would benefit from a professional deep clean in order to return to the same cleanliness level described at inventory’. Julian Bessey Director