Hi Ahmed

Firstly, we would like to apologise should you feel that you have not received the level of service that we wish to provide.

We would like to answer the points that you have raised on this review individually

1. When moving into a property, all of our tenants meet a member of the team to run through the move in with at the office. When you collect keys, you are provided a detailed inventory with pictures and are advised to review this and return to the office within 3 working days with any comments of your own that you would like to make
2. Regarding the sofa’s, the landlord advised that he was happy to remove the sofa’s as you were wanting to order your own, however we held off from doing this as if we had done you would not have had anything to sit on upon moving in. You then emailed on 22.11.18 to advise that you wanted to keep the sofa’s and the bed frame, however would like a new mattress so all the landlord would need to remove was the TV and the mattress. At no point did you express that you were unhappy with the condition of the sofa’s and you had every opportunity to have these removed but chose not to.
3. You did advise on moving in that you did not have the code for the post room or a key for the mailbox. We advised that we would speak with the management company for the code for the post-room as we did not have the code noted on our system, your move in documents also provided the contact number for the caretaker who looks after the development who also could have provided you with the code for access to the post-room
4. A post-box key should have been provided to you when you moved in, unfortunately it appears that the mailbox key was not returned by a previous tenant and a lock change should have been carried out in order for you to be able to retrieve your mail and we are very sorry that this did not happen
5. The car park space number would have been noted on the move in pack that was emailed to you along with the tenancy agreement, there are also notices up within the communal areas of which parking space belongs to which apartment which you could have referred to, although again we are sorry should this information have not been provided when you called to ask
6. You agreed to a 12 month tenancy and vacated the property early without informing us of this so we could advise of the process for wanting to leave before the end of the 12 months. The only time that we were made aware that you had vacated was when you were contacted prior to the tenancy ending to see what your intensions were, this is when you advised that you had already left.
7. We have not asked you to pay for “fixing the walls” our deposits department are currently assessing your file and have advised of some of the findings. Until the full file has been reviewed we cannot advise of any deductions if any from your deposit. You were advised that we would be assessing the property from the inventory taken at the start of the tenancy against the checkout report and once the assessment has been completed we will then be in touch to discuss further
8. You also noted that the apartment was not cleaned prior to you moving in, however on reviewing all of our records we cannot see that you contacted us to advise that you were not happy had you done so we would have arranged for another cleaner to attend to clean the areas again that you were not happy with

We appreciate all feedback and again we are sorry that certain parts of your tenancy were not up to standard and these will be addressed internally.