We make a huge effort to look after our tenants and landlords so obviously this is an extremely hurtful review to receive. When we as a company pride ourselves on the awards we have won for our commitment to customer service for both landlords and tenants, alike as well as the training we undergo to achieve qualifications to be registered with ARLA where the legalities of renting are learnt and where we are regulated.

We have gone to a lot of trouble to find out who wrote this but unfortunately we cannot. The fact these tenants are saying they had to gut the place from top to bottom and remove a broken fridge are not things that we recall any of our tenants complaining about as we have a very efficient Property Manager who deals with all maintenance and repair issues as they arise and particularly if they are deemed an emergency they are responded to immediately. Our tenants and landlords have an excellent relationship with our Property Manager. Similarly it is of concern the review mentions our free service for setting utilities up, this is something we categorically would never charge tenants for in any case. We spend a great deal of time at check ins (approximately an hour for each house) explaining to tenants exactly what their responsibilities are as tenants and we are always available once they move in if they require further information but unfortunately we cannot be responsible for the service they receive from the utility or energy suppliers.

We are also surprised to learn that we rushed people into signing, again this is something that we do not do. Every tenant receives a tenant pack which they take away with them containing a sample tenancy agreement so they have plenty of time to read through the material before they sign on the day of move in.

We can only assume the review is from one of the other agents trying to score points against us and manoeuvre themselves into a more popular position without actually offering the service. It is obviously very hurtful to receive such a damming review when we have many happy landlords and happy tenants.
It is also concerning that this person has mentioned us taking cash for administration and reference fees. Yes we do accept cash for these on the premises because people wish the property to be taken off the market immediately; if we were to use a card facility we would have to charge more as we get charged for the card facility and we feel cash is the cheaper option for tenants, also cheques are becoming less and less fashionable and may take a week to clear which would mean the property could not be taken off the market and therefore the tenant may lose out to another applicant. There are no other reasons and we are not trying to be awkward.

If this is a genuine comment please contact us direct so we can rectify all your complaints and deal with all your concerns in a professional and polite manner. We would welcome the opportunity to do this. Obviously we can’t satisfy everyone there are some people we can never satisfy but we try to maximise on helping those we can which is why we have won and came second in the ESTAS awards for the past 4 years.