Hi, I’m Saylan Lucas the Manager and will be addressing this review. There are always differing perspectives on situations as you can imagine ours is a little different from the above; it’s extremely rare for us to see this level of dissatisfaction and as a result our aware of the exact property and situation.

Hi Sophie, it’s a real shame that we went from being on really good terms on the 23rd August when you sent “Wonderful! Thank you so much for arranging this!

Have a good weekend!” to the above review and in turn pulling out of a tenancy just before a Lawyer and Civil servant with a combined income of £92k were due to move in.

The review really paints a bleak picture and using words like ‘bullying’ and inferring that we place ‘unsuitable tenants’ in properties is just untrue. All tenants are referenced by a reputable external firm we employ whom gather information such as:

3 Years Employment History and current employment reference
3 Years tenancy History and current landlord reference
A Credit check to ensure the tenants are not in negative equity

Furthermore, no tenant is ever placed in a property without the express written permission from our clients.

We have recently overhauled the management department employing more / new staff to cater for our increasing Management Portfolio and are happy to welcome on board Ellie White who has been busy streamlining the service we offer – Thank you for your kind words about Ellie, she does indeed reflect the direction we are headed and am pleased that you would happily have her manage your property.

In order to ensure a fair reflection of our service an unbiased ‘snap shot’ is supplied below; a typical email that was sent by us to the client in question; it was in the midst of having difficulty letting the property which needed fairly extensive works. One of our employees actually came in on a Sunday for the sole reason of meeting Sophie with her keys so she could visit her property as Sunday was the only day she could do (I would suggest that this refutes the loyalty reference to some degree)

*(no addresses or surnames are mentioned)

Good Morning Sophie,

Thank you for your email and hopefully I can go through each point and address it for you.

The reason we only have 3 photos is because the flat is not in a photographable state and thus are working with what we have and the photos that show the flat in its best light. The CTR (click through rate increases by 9 times from having no photos to one photo but there is no evidence to suggest the CTR increases from 3-9 although I agree, if we could we’d have more).

I understand your frustration with having little interest, as I think you’ll see the concise descriptions apply to all our properties and over 30 years of marketing properties we’ve identified what’s effective which has helped us become the most competitive local agent.

We aren’t open on the bank holiday but I will contact the tenants and try to arrange this for you; in addition a number of our staff are ‘locally sourced produce’ and I may be able to have someone meet you with the management set if you let me know times etc.

It’s frustrating that you are disappointed with the service we’re doing all we can with what we have; there are only three factors which are effecting the letting, the current state of the flat, the current market as a whole (i.e. less demand surplus of supply) and the current marketing price.

To give a deadline of the 1st of September sort of implies that we have a choice of whether to let it or not; the negotiators have been to the property countless times and try to push it every day, I can assure you we are trying are very best for you and it’s disappointing that mostly as a result of external economic factors and the condition of the flat that you feel we are not trying to let it for you.

The reality is that as soon as the work is done and we get new photographs the property will show much better; from what I understand the negotiators have kept you closely advised with the lack of progress and why and up until this email I thought we were all on the same page.

I genuinely am sorry you feel this way and in all honesty the email content and tone is a little unexpected; we normally get on very well and I thought you trusted we were doing all we can?


All in all we are a constantly evolving firm who spend a great deal of time and money on developing and improving our services. We have a mantra of honesty and transparency hoping to look after our clients with a personal service.

I genuinely wish you all the best in the future with your property and hope potentially you’ll reconsider and allow us the opportunity to revert your perception of us back to a positive one.