Dear Charlie Thompson

I'm sorry to hear about your experience. I understand your frustration with the situation. One of the other tenants in your group also brought this to our attention. Unfortunately, the error was caused by human error. We would certainly never deliberately tell you something that was untrue.

The member of staff that you spoke to when you were told that you had secured the tenancy made a mistake and we are very sorry that it caused you such aggravation. I am delighted to hear that you found another house.

The manager of the team member who made the mistake has spoken to your lead tenant to apologise and has made sure that the admin fee was refunded in full, as soon as the error was brought to our attention. I repeat that the apology here and on the other review site where you have posted this message.

I'm sorry that you were given incorrect information, and I totally understand the disappointment that must cause - especially as you did not get the house you had your heart set on. The welfare of students is our primary concern, which is why we only deal with student lettings. On this occasion we let you down.

Your frustration is understandable, but sadly sometimes professionals do make mistakes. We have spoken to the member of staff that made the error and have made provisions to ensure that they don't make the same mistake again. They were mortified when they discovered that they had caused the issue.

I hope you can accept our apologies - we find thousands of students accommodation, every year. The whole team is disappointed that on this occasion we did not meet our own high standards and caused you such distress.

If you would like to discuss your experience with me further, I would be glad to hear from you. We use all feedback as part of our staff training, so your feedback will be gratefully received. You can contact me on 0121 796 0041 or my email at [email protected].

Kind regards

James Mason