Dear 'Ellie'. Your report of delays with referencing is simply not accurate. Upon requesting a guarantor there was a delay with the application details reaching us. Upon receipt, all guarantor references were completed within 2 working days. There were delays with the tenancy being able to commence due to issues with parts arriving for essential repairs by a contractor. We communicated regularly during this time. It is our understanding that both applicants were living at home with family at the time and so there was no risk of homelessness as stated in this review. We completely appreciated how frustrating the delays would have been and made sure we provided updates. There are communications on record where you thank us for our progress reports.
This tenancy did proceed shortly after the review was written and you appeared very happy with the outcome and understood the challenges we faced. Our Client Experience Manager also tried to call several times during the initial part of the tenancy to complete a service call and to check the tenancy was going well, but no return call was made to us in response. Our commitment to excellent client care remains intact and I welcome you to call me to discuss this matter further should you wish to: 01778 426657.