Dear Zhiheng Lou

You have pasted this review across several sites. Please refer to my original answer which I have pasted below. I also note that, despite my offer to help you, I am still waiting for you to email me about this. Once again, I have reached out on several occasions asking you to email me directly.

Please can you email me with the requested information, so I can look into this for you?

My first response to you:

Dear Zhiheng Lou

Sorry to hear that you are disappointed by the service you have received from us.

I've checked the maintenance logs for the property and can't see any reports that were open for two months. Please could you send me some more details, so I can investigate further?

Please could you forward me some of the emails you've sent to the deposits team about the issues you've been experiencing?

Looking at your deposit return, it looks like we are waiting for information from you so we can process this. We do make it clear that tenants need to provide several pieces of information, including bills and council tax information before we can return your deposit.

Are you referring to the automatic emails that we send to tenants before the end of their tenancies that explain the moving out and deposit returns process?

I can see from the database that we sent you three in total, on 23/06/2017, 26/06/2017 and 06/07/2017. These emails are sent out via the database and are sent to all tenants. The emails contain information that you need to know about moving out day and what information you need to supply, so we can return your deposit.

If you feel that the emails miss some important information, please could you let me know? They are meant to help you understand the end of tenancy process. If they aren't doing this, then your feedback is greatly appreciated.

In terms of the reviews, we do actively ask students and landlords to send us feedback. The reviews cover all sorts of experiences that our tenants have with us - good and bad, and for all different parts of our service.

One of the reasons that we use TrustPilot is that we want to be upfront with people. We're one of the only student letting agents in Selly Oak to use this service. Certainly, sometime we get things wrong, but the reviews should hopefully also show that we take all feedback very seriously and if we've made a mistake, we do try and make it right.

Please could you drop me an email with the details of the maintenance issue, as well as the deposit queries you have? Also, any feedback on the automated emails that we send at the end of the tenancy, is gratefully received.

My email address is [email protected].

I look forward to hearing from you.

Best regards

James Mason