Latymers have a dedicated property management team who work tirelessly to ensure that any issues raised are resolved as efficiently and effectively as possible. The suggestion that Latymers did not do any work required is simply false. No query raised was not addressed promptly and in this case particular care was taken to ensure that the best possible outcome was achieved on behalf of the tenants.

Whilst we do our upmost to respect every tenant's privacy, the nature of the business dictates that we conduct viewings when a tenant serves notice. In order to maintain a fair and healthy balance between the rights and interests of the landlord and tenants, we are obligated to market a property and conduct viewings as soon as possible following receipt of a notice to quit. Every effort is made to accommodate tenants and we endeavour to give as much notice of viewings as possible. However, as with any business we are somewhat limited in how much we can accommodate due to our office opening hours.

At the start of each tenancy agreement the deposit scheme is clearly explained. Every deposit received is held in a protected deposit scheme. Independent accredited inventory clerk agents are instructed to conduct the checkin and checkout process. In this case there were issues with the clerks and we have communicated the feedback to the clerk agency we used for this checkout. We fully cooperated with mydeposits in their investigation of this deposit dispute and in an effort to resolve this matter to the customer's satisfaction, we contacted the customer to offer mediation and other forms of recompense all of which were rejected.

All the allegations that Latymers behaved improperly with respect to this customers deposit have been disproved by the independent adjudicators who investigated the customer's dispute. The outcome of this dispute was 100% in favour of the landlord/agent and all deductions were deemed appropriate by the independent adjudicators.

Customer service remains of upmost importance to Latymers. As an agency which prides itself on being customer focused and honourable, we take every complaint very seriously.
We hope that this response provides current and prospective customers with the information they need to have confidence in our services. We will continue to strive to serve you honestly with skilful expertise and passion.