Dear Mr Hutchinson, thank you for your one star review on Google. I don't feel it necessary to go into detail about how you behaved as tenants as I don't think there will be enough characters allowed in this box. I wish the new letting agent luck when dealing with you all at least the very professional and hard working team here won't have to put up with your abuse. We are particularly pleased with the way everything has turned out. Just to note we had very open communication with the property owner at all times and we have parted company on excellent terms as they agreed we could not have done more to manage the property professionally with you in residence. Feel free to report us to HSE and Trading Standards and we will look forward to hearing from them. Kind Regards Northwood Wirral

Dear Catwoman, thank you for your google review, we always appreciate feedback. To call us aggressive bullies is unfair without evidence as we are not aggressive to any of our tenants, but we do have specific processes that we have to follow. The information you have put in your review is false, as you know, we are not trying to charge you hundreds of pounds. What we have asked you to do is clear your arrears, pay the pro rata amount for the date change and pay a small admin fee for the change in contract, this is standard practice. We are sorry that your relationship has ended, and we have tried to make contact with your ex-partner to remind him of his financial responsibilities regarding this tenancy. We are happy to help you find another property, but our priority remains to support tenants in maintaining stable living conditions, but this requires adherence to agreed-upon terms. Sincerely, Northwood Wirral.

Hi Jamal, I appreciate you giving us a one star review as any feedback is good to receive. However, an explanation as to why we achieved one star would be nice. If you would like to call our office and have a chat about how you believe we can improve, this will be appreciated.

Thank you very much for your feedback. We appreciate comments regarding our service but we are sorry you feel this way. If you would like to contact the office to discuss this in more detail we would be more than happy to sit down and discuss any issues.

Dear Victoria, Thank you for your comments but I would like the opportunity to talk to you and receive some more indepth feedback. Your comments don't give me any detail about your situation. We try to be very helpful with all our tenants and landlords, working within the constraints of the industry. Feel free to call our office for a chat so we can try to help, so you aren't left dissapointed.

Dear Linda Thank you for your review it is always good to get feedback from people, even if you are not one of our customers. Regarding the rent payment, we do let our tenants know when they move in to one of our properties that we expect the rent in on time every time and unfortunately we have to chase her every month as the rent is late. The guarantor does not want to be the guarantor anymore and your daughter needs a guarantor because of her financial situation. She has been given a couple of months to find a new guarantor, so lots of notice. The flat is on the 2nd floor so if there is any evidence of damp this is not caused by the property but rather condensation due to lifestyle. Your daughter has been advised how to live to avoid this by getting the right balance of heating and ventilation in the property. We tried to get in touch with your daughter to let her know about the rent increase but unfortunately she doesn't respond to our phone calls or emails. I note you haven't telephoned us regarding this. I apologise for the delay in responding to your comments but I had to read through them several times to try and understand what you were trying to say due to the lack of spelling and grammar. Kind Regards Northwood

Dear Lily, thank you for your review and feedback. I am disappointed that you have not been in touch with our office to let us know you are not happy. When you first moved in you were given a complaint handling guide. You have chosen not to follow this but to go on Google instead. When we have had reason to contact you we have always asked if you are OK and you have always said yes and on one occasion said "perfect". We do try to explain to all tenants the process of liaising with property owners and contractors and this doesn't happen immediately as contractors have other jobs on their books. Feel free to get in touch with us about anything you are not happy about and have a conversation with us, rather than being a "keyboard warrior" as I can see you have done with other companies.

Dear Miss Edwards, Thank you for your feedback it is always good to get feedback whether it is positive or negative. At Northwood we have a mixture of experiences with tenants as some tenants are great and some tenants are bad tenants. Regards Northwood

Dear Mrs Taylor Thank you for your review of Google it is always good to get feedback whether it is positive or negative. I am sorry that you feel we are a "money over people type of agency" but I do not believe this to be true. We do have an emergency number for tenants that call the office out of hours so they can be connected to a member of staff straight away. Unfortunately your daughter did not call this number, if she had we would have been able to deal with the issue the same day and avoided her any stress. With regard to any deductions from her deposit we are very clear with all tenants what is expected when they return a property and we offer them a pre-check inspection so we can give them advise on what is required for them to return the property and receive their full deposit back, your daughter cancelled this meeting that was offered to her. I would like to wish you and your daughter a Happy New Year and a healthy 2021.