Dear PM Estates,
thank you for taking the time to comment my review.
Let me point out that I have received no communication AT ALL after the communication of my bank account information on November 21st for the rent over-payment refund, AND my visit to your offices a week later (Friday November 29th), demanding information about WHEN and BY WHAT MEANS I should have expected the payment. I explicitly stated that I wanted a reply, or I would have started complaining officially. Therefore on December 7th, one further week later, having not received any communication AT ALL, I decided to write another letter to you and the present review.
I appreciate that after that, the refund has been swift and immediate the next Monday December 9th.

This has nothing to do with "understanding the residential Sales and lettings market within the UK". This is about customer care.
I am not implying by any means that something unlawful was done to me, but I want to state clearly how unsatisfactory your service has been in the end. After all, in my opinion, this is what reviews are all about.

Here are the facts. On July 24th 2019 I receive an email from PM estates asking if I would like to renew the contract (set to expire by September 6th).
I then visited your offices directly to discuss renewal. I did not receive any statement about property being on sale at that time. In fact I was advised to reply by email with my renewal intentions, which I did on August 3rd.
No having received a reply in a few days, I decided to visit your offices again. At this time I was made aware for the first time that my contract would not be renewed, due to the property being put on sale. And I was advised to look for a new property where to move.
I appreciate that during the month of August and in early September PM Estates has tried to find for me an alternative location. Unfortunately (this is neither PM Estates fault nor mine) none of the properties matched my requirements.
On the other hand, I was reminded every time that if I could leave sooner rather than later, it would be appreciated. I have no complaints about this, as I always try to do my best to cause the less possible inconvenience.
So far, I did not have anything to complain about.

Then there was a curious event. I am certain that there is no connection, but surely was a sort of shocking coincidence.
In mid September I received a letter (dated September 13th) from my home telephone and broadband provider, asking to confirm a transfer of service (I had just renewed the contract on August 20th...). At the same time a 'welcome package' from SkyTV arrived in my mailbox, addressed to the correct property, but to a different person.
I immediately called the provider, confirming that I was not moving (not yet at least), and brought the parcel to your offices for your attention, sharing my concerns. It has certainly been a mistake, but you should have noticed how I was a surprised by the coincidence.

I decided then to hasten my efforts in search of an alternative place.
As you certainly know better than me, due to the particular conditions of the residential sales and lettings market within the UK, once a suitable property has been identified, it is better not to wait too much time before reserving it. Otherwise it is likely that it will be taken by someone else, especially in this area.
Therefore, after finding a suitable place, between September 22nd and 24th I submitted the application for the new apartment.
On the 24th I promptly received from PM Estates an email with "the Energy Performance Certificate" (which you had given me already from the start of the tenancy) and a bundle of "How to Rent Guides" for "my records", and, the following day, the confirmation of the Landlord referencing completion.
On the 26th PM Estates sent me a formal Section 21 Notice, asking to vacate the apartment within 2 months; to which I replied with my intention of vacating even earlier, on November 6th (end of a one month period).
So far, everybody happy.

In the second half of October I realize that I can vacate the apartment even earlier, so I agreed with you (your email of October 31st) the check out date on Saturday 2nd November at 3pm.

Here starts the painful part.
On November 14th (Thursday) I receive the check out report, with the wrong assignment of £101.10 in my debit as Outstanding Rent. Please note that you also attached a pdf summary of my payments and amounts due, clearly showing that the balance was in my credit.
I immediately notified the mistake by email the same day.
I did already make some comments about the other fees being charged, but - being a reasonable person - I concluded my email writing: "In conclusion, I kindly request that you please send me a revised note, at least considering the correct calculation for the 'outstanding rent'. "
I did receive a reply on the 15th (Friday), stating that I should receive a confirmation email, after checking with the accounts department.
On Monday 18th I also visited your offices to talk in person, to make sure that everything was clear. The mistake had been confirmed by the accounts, but when I pointed out that such mistakes should not be made, I got back the comment "it is always worth double checking". I would rather have expected an apology, instead.

However, on the 19th (Tuesday), instead of a revised communication from PM Estates, I received a notice directly from DPS (Deposit Protection Service), which included the deductions for cleaning and repairs in full, but no trace of my 101.10 GBP credit.
Should it have been discounted form the deposit deductions? Should I receive a separate payment? If so, how and when? Who knows?
I sent an email with this request the very same day.
In the meantime, the same day, I also found out that the property had been put for rent on the market again.
So the next day (Wednesday 20th) I went to your office again, to both ask about the refund in person, and about the property being out for rent again.
I was surprised more than upset, and genuinely curious. It would have been a good time to receive a proper explanation. Instead, the reply I received was: "I have to check with the Landlord". Really?
At least, on the 21st (Thursday), I received your request for my bank account details (which you should already have had), to which I promptly replied, explicitly asking to be contacted when the payment was to be processed.

Since then, as stated above, no communication AT ALL. I waited one more week (November 29th), before going again to your office, demanding - this time yes, I was upset - for a clear date forecast for the refund payment, clearly stating that if I had not received a reply quickly (not the payment; a REPLY would have been sufficient), I would have started a serious complaint, including challenging the deposit deductions and writing reviews such as this.
I also asked again about the property being on the market again, and at least finally I received some timid mention of the failed sale. But no apologies still.

Eventually I regretfully found out that I had not been taken seriously. So, on Saturday December 7th (one further week later), having again not received any reply back, I wrote this review, notifying you at the same time that I was keeping faith to my words.

Although I usually don't like writing bad reviews, this time I don't regret it, as eventually it has resulted in my refund being processed swiftly, finally.
As for my acceptance of the deductions, please consider this fact more as a means of settling and concluding as quickly as possible a situation which I still consider outrageous.

I hope that PM Estates will take this as a learning opportunity for the benefit of your future valued customers.
Kindest regards

Lorenzo thank you for confirming you were initially happy with the service provided by PM Estates before you took up occupation and during your tenancy.
It has been noted that you have stated you have received “….not communication AT ALL..” which is incorrect. We have replied to you on numerous occasions but unfortunately with information that you were unhappy with. Your rental overpayment has been returned and you personally agreed to the cleaning deductions via the deposit scheme. Therefore, agreeing the fact that you left the property in a condition that required professional cleaning as it was presented to you when you took up occupation.
Lorenzo as previously explained to you and your acknowledgement of not understanding the residential Sales and lettings market within the UK. Your previous Landlord simply instructed us to sell your previous rental property. You were not forced out, we offered you first refusal to purchase the property, but you confirmed that you were not in a position to purchase, therefore we tried to find you alternative residential properties that fitted your criteria. You accepted the notice received and found yourself an alternative residential property to rent, which was obviously your prerogative. We updated you throughout the process, but you appear disgruntled that the property was put back on the rental market, even though we explained to you that the sale fell through whereby the previous purchaser pulled out from the purchase. Unfortunately, due to the legal system sales / purchases sometimes do not complete, which is very unfortunate.
We have read through various communications with yourself and note that you have been very frustrated. We have also noted that you were upset as you had to leave the above property due to the Landlord instructing us to sell the property. We are sorry that you felt the need to write this review but we have to point out your content is incorrect and we have indeed communicated with you furthermore as previously stated you agreed the cleaning deductions from your deposit so we cannot understand your comments made. Also, we have communication from you regarding the refund of your overpayment of rent, which has been transferred to you. The comment that you made regarding the fact that we would have taken your money is 100% incorrect and not factual at all. In fact our accounts department pointed out to you initially that you were due a refund as you did not pay a pro rata rent you simply paid a full month’s rent, even though you found yourself a replacement rental property and gave the landlord notice to vacate.

Lorenzo we fully appreciate that residential law in the UK is very complex and at time frustrating. We sympathise with you and agree moving home can sometimes be stressful but your comments in your review are inaccurate, therefore we felt the need to document this. We are always looking at ways to improve and we appreciate your comments, even if they are not 100% true. We would like to wish you well for the future and as previously stated in previous email correspondence our door is always open if you wish to attend the office and discuss matters further.