Dear Megan

Thank you for your review, we’re sorry to read that your experience has fallen short of our usual high standards.

We’re sorry to read that you were unable to contact members of our Lettings and Referencing Team, as I’m sure you can appreciate and despite our best efforts, our Team can get extremely busy during specific periods of the year and can result in delays in communication.

Our referencing process is an automated process, with tenancy documentation and move-in information sent close to the move-in date, as unfortunately delays can occur due to unforeseen circumstances as was the case. As the agent, we are unable to instruct large works within a property without the Landlords authorisation, and we can see this was delayed as you were advised at the time. Generally, we can ensure the appropriate works are required promptly, so every effort was made internally to ensure your tenancy date remained as agreed.

Following the initial delay, we managed to obtain the necessary approval and were in communication with you in relation to which works were being completed, and subsequently arranged you moving into the property. We do apologise that works were below the standard you expected, we can see once you were in communication with our Maintenance Manager the issues were closed out.

We do always try to provide clarity where possible, however as the agent, we are not always privy to all information in relation to ongoing situations. If you’d like to discuss further, please contact ourselves on @ [email protected]

Regards,
The Philip James Team

Dear Megan

Thank you for your review, we’re sorry to read that your experience has fallen short of our usual high standards.

We’re sorry to read that you were unable to contact members of our Lettings and Referencing Team, as I’m sure you can appreciate and despite our best efforts, our Team can get extremely busy during specific periods of the year and can result in delays in communication.

Our referencing process is an automated process, with tenancy documentation and move-in information sent close to the move-in date, as unfortunately delays can occur due to unforeseen circumstances as was the case. As the agent, we are unable to instruct large works within a property without the Landlords authorisation, and we can see this was delayed as you were advised at the time. Generally, we can ensure the appropriate works are required promptly, so every effort was made internally to ensure your tenancy date remained as agreed.

Following the initial delay, we managed to obtain the necessary approval and were in communication with you in relation to which works were being completed, and subsequently arranged you moving into the property. We do apologise that works were below the standard you expected, we can see once you were in communication with our Maintenance Manager the issues were closed out.

We do always try to provide clarity where possible, however as the agent, we are not always privy to all information in relation to ongoing situations. If you’d like to discuss further, please contact ourselves on @ [email protected]

Regards,
The Philip James Team