Thanks for taking the time to review us. We are sorry you are not pleased with our service.

Kaitlin left the office to carry out viewings for the rest of the afternoon and did not leave early to go home.

I explained that how the third party guarantor company works is irrelevant, as the landlord had already instructed us to re-list the property. You seem to have translated that to me saying I don’t care.

The process of you applying for a property allowed you to have a guarantor added, as you would not have passed referencing alone.

When the first guarantor failed referencing, a second guarantor was referenced.

That second guarantor failed referencing.

A third referee was then agreed to be referenced. It transpired that this third person didn’t fill out the referencing forms online.

You then asked for a fourth reference to be carried out on another guarantor. You were asked if this person had any debt issues, but you were unable to confirm one way or another. Before we had time to add yet another guarantor to the referencing a third party company contacted us and explained that they could be a guarantor for you, in place of your fourth guarantor.

During this time the landlord became increasingly frustrated at how long the referencing was taking, and told us that he didn’t want a third party company to be paid to act as your guarantor. This is something he nor I have come across and he instructed us to re-list the property in order to find an alternative tenant. His main worry was, if for some reason, we needed to rely on your third party guarantor company to pay any unpaid rent on your behalf, and that company was no longer trading, then there would be no way of pursuing it. I share the landlords worries.

Whilst I have sympathy with your housing situation, and really hope you find a more suitable place soon, It is clear to me that you were given more than enough opportunities to have a guarantor pass referencing and it is unfortunate that all guarantors you presented failed their referencing.

We are charged per tenant and guarantor reference and we are not able to pass any referencing costs onto tenants.

You have been refunded your property application fee.

In summary, I believe the landlord and my team were justified in re-listing the property to find an alternative tenant.