George, thanks for this information. I shall find the email and call you.
Mike Jones Director.

Dear Mike,

Thank you for your quick reply. It was my wife, Franny, that had called and emailed your agency and I am sure it was for Belvoir Basingstoke. I am aware of your good reviews, hence why we chose to go with yourselves. We were interested in a property, Blue Haven, but were informed the landlord is unsure of renting it out or not and to call back the next day. We called back and were told someone would call. No one ever did. Fast forward a week or so, we saw a different property we would have liked to view where we were informed it was no longer available. I then wrote an email to Laura asking for a list of available properties matching our criteria which she never responded to. The staff at Belvoir seem to have been very disinterested in helping us.

I hope this clarifies things enough.

Kind regards,

George and Franny

George, I am very sorry to learn of this. Unfortunately, from the limited information provided, I have been unable to ascertain exactly what has gone wrong on this occasion. I have also been unable to locate any emails received in January from anyone named George. Perhaps you will be able to give me your email address in order to trace your emails. It might, of course, be that your emails were sent to another branch of Belvoir.

We take customer services very seriously and have won awards for our customer care. Consequently, I should be very pleased to hear from you so that I may investigate fully and take appropriate action. You may call me on 01256 830800 or email me [email protected]

Negative reviews of Belvoir Basingstoke are quite unusual and I hope that this will lead you to believe that circumstances such as those outlined by you are rare.

Occasional mistakes, however, are inevitable and I apologise if as a result of our actions or inaction, you have been inconvenienced in any way.

With regard to the updating of websites, the only two options for a given property are available" or let". Once someone has applied for a property, we stop conducting viewings, but until such time as references have been satisfactorily completed, it continues to show as available". This means that in the event an application is unsuccessful, we have a source of recent interested parties from which to find another application.

If indeed it was anyone in my team who has let you down, I genuinely hope that you will take a minute or two to contact me to clarify the circumstances, in order that I may take steps to prevent this from happening again.

Mike Jones - Director.