It's very disappointing to learn that you are dissatisfied with the service that Belvoir Lettings Swansea has provided for Mrs Pile. We have spent a great deal of time working on ongoing maintenance issues and the check out at the property. This has included serving the tenant notice; managing the property on a monthly basis; visiting the property to meet with a representative from Swansea Council; compiling and providing the landlord with a written report outlining the maintenance issues outstanding at the property and offering contractor advice on how to overcome said issues; managing the check out and arranging contractors at your request. This work has been carried out free of charge as we have not been paid by Mrs Pile since the end of January 2014. As I have expressed to Mrs Pile on many occasions the fact that the tenant in question did not pay her rent and left the property in such a poor condition is extremely disappointing, not to mention stressful. However we as an agent have acted quickly to gain possession of the property and recoup the tenants deposit to pay for damages.

Regarding contact I have dozens of emails and letters on file that were sent to Mrs Pile throughout the tenancy. Much of the earlier contact was from our Property Management team asking Mrs Pile for permission to carry out general repairs at the property. Despite our efforts many of these requests were ignored and delayed by the landlord for months on end so I would therefore contest your claim that it is Belvoir Lettings that have been uncommunicative. I would be happy to send copies of all contact to your directly to evidence this point.

Regarding the security deposit I’m afraid that you have been misinformed. Belvoir Lettings have not received any payments from the deposit. Any deducted funds have been used to pay contractors who have carried out work at the property, at Mrs Piles request. On the contrary to your claim, the small amount of money we had left over from the tenants deposit has in fact been paid to Mrs Pile and has not been used to pay any agency fees, despite fees owing to us from January 2014.

Finally, I would like to express my disappointment with the review you have left as it does not reflect or cover all of the facts surrounding this particular situation.
As I have expressed to Mrs Pile on several occasions I would ask that if she, or indeed yourself, would like to come to the office so that we can discuss your concerns face to face and perhaps you can review the emails and letters that have been sent to Mrs Pile then please do contact me directly.