Unfortunately by leaving an anonymous review this person has not given us the opportunity to address the points they have raised specifically. It must be remembered that we have a duty of care to the tenant but ultimately the landlord is our client. We do not have a mandate to undertake expensive works without a landlord's consent and this can be frustrating for us and tenants at times. In extreme cases tenants have recourse via the local authority.
We are members of the Association of Residential Letting Agents and have been members of the Ombudsman for Lettings scheme since we opened, years before membership of a redress scheme became a legal requirement. In our 5 years of trading there have been no complaints made. On the other hand, our business has grown from a team of 3 in 2009 to a team of 8 in 20014 and we are now one of the most successful letting agents in Croydon, so we must be doing something right.