Dear David,

I'm sorry that you did not feel that your experience with us was a positive one.

This particular property that you rented was managed by the landlord himself which can sometimes limit an agents knowledge of it. I do however take on board your comments and will ensure that staff go that little but further to learn more about all our properties.

I believe that this may have been the first time that you used a lettings agent as you were very nervous about the entire process. We did our best to explain the process and to reassure you that our processes were the same as with all other agents. I apologise if this reassurance was not enough for you.

With regards to us asking to be in receipt of monies before giving you a signed contract; there is actually no other way of doing this and all lettings agents do this. If agents allowed tenants to sign contracts before paying over monies and the tenants then refused to pay, you can imagine the problems that we as lettings agents would have. It simply is not possible to do this aspect differently.

We sensed how incredibly nervous you were throughout the entire process which is why we offered you the option of cancelling the application several times if you were still not comfortable. We did not want you to feel trapped after paying the application fees given how unsure you were about things.

We always try our best to make our tenants experience a positive one so I apologise if we did not succeed with yourself.

If you'd like to discuss anything further please feel free to contact me directly.

Kind regards,

Dan Sawyer

Managing Director