Dear Alex,

We were very concerned when we read your review. As we have very strong family-run brand values, we take complaints like this very seriously. Although we don't get a lot of complaints, we always try to be proactive to make sure we are delivering the best customer experience possible.

We can appreciate that you feel very strongly and have been very frustrated, especially as moving in itself is a very stressful process. Due to the seriousness of your complaints we immediately involved our Managing Director and Lettings Director who began an investigation of your situation.

At the time of writing this reply, our Managing Director has left two messages for you with his personal mobile number in order to try and help as well as explain the findings of the investigation. We do hope you will call back so that we can conclude this episode and any outstanding issues. To the best of our knowledge, your requests have now been satisfied.

It seems that the root of the problem is that although the majority of our landlords entrust us to fully manage their properties, in this case the landlord elected to use our tenant introduction service in conjunction with their own independently appointed property manager. Even when landlords choose this tenant introduction service we try to help as much as we possibly can. However, there comes a time when we have to hand over the management of the property up to and beyond move in to the landlord, or in this case, their chosen representative.

There were attempts made by our team to try and help you with the issues that arose by liaising with the landlord's chosen manager. Although these issues were beyond the scope of the tenant introduction service we still tried to help facilitate solutions that would have helped to meet your needs. Unfortunately, our attempts to help were met with a firm request from the landlord's chosen representative, that our services and help beyond letting the property were not required. As disappointing as it is to have to step away from a situation where people are frustrated and unhappy, we had to hand this property and your tenancy over to the landlord at their request.

There is certainly learning to be had from this situation and we acknowledge that we do not always get things right 100% of the time. We try whenever we can to help and to turn around any negative experience as best we can. Our Managing Director and Lettings Director are investing their time and effort in supporting you and will be glad to help as much as possible. You have our direct mobile numbers and we look forward to doing all we can for you.