I am sorry to read you felt dissatisfied with elements of the service you have received from Chancellors. We introduced the electronic signing of our paperwork in order to make the process of signing documentation as simple as possible; it should make this process much easier and I am sorry to learn that you experienced technical difficulties when trying to sign the document via this method. In such an example all of our staff should do their utmost to assist you and suggest an alternative way to complete the documents and I hope they were able to assist on this occasion.

When we are notified of a maintenance issue at our clients’ properties we must first obtain their instruction as to how they wish to proceed. The time it takes such issues to be resolved is dependent on the time in which our client responds to us, and we would look to keep both landlord and tenant fully updated during this period.

The TDS (The Dispute Service) are the biggest of the three main government sanctioned deposit protection schemes and their guide to best practice states that deposits should be released to the tenant or landlord within 10 working days of the agreement of the allocation. As we hold the deposit as stakeholder we are unable to release the deposit until both landlord and tenant have agreed on a figure, and the speed at which we are able to release a deposit is governed by the speed at which both tenant and landlord confirm their agreement.