Dear Adam and Alex, we appreciate you sharing your thoughts here. We set high standards for ourselves, and we’re sorry to hear that you feel your experience did not meet these standards. However, I do want to use this opportunity to clarify a few things. As you know we were all faced with an unusual situation with the rental of your property as your tenants wished to leave before the end of their tenancy. We worked very hard on your behalf and immediately found you replacement tenants, and explained clearly the processes involved when this sort of situation arises. Unfortunately you chose not to continue working with us, terminating our agreement early and then instructing other agents. This went against our advice in terms of how this could impact insurances and loss of revenue which are now out of our control.

We are also aware of the negative comments you are making about us within the Oxford lettings marketplace which are blatantly untrue. As you can see on our other reviews, we are known for our professional, conscientious, knowledgeable and helpful services.

We obviously do not wish anyone to have a poor experience or negative perception of our services so feel this would be handled more professionally off line, so I will contact you to arrange a meeting.