We are really sorry to see the above review that has been posted and that this person has clearly had a bad experience with their rental property search with us.

We can see from our records that the applicant initially registered with us last summer and in the intervening period between then and their comment date above, has been sent some 24 separate emails of properties matching their criteria. Emails that bounce back undelivered or are returned as no longer required are regularly monitored and our database updated accordingly. Our notes show that several property viewings are also recorded for this particular applicant.

We mark rental properties as let subject to references as soon as completed reference forms are returned by applicants along with their reference and holding fee. We would always endeavour to notify new parties enquiring about a particular property that an offer has been made and accepted by a landlord, albeit if subject to references. Not to do so would potentially waste both your and our time on unnecessary viewings. The database of available properties is usually updated daily to reflect this.

A fee from prospective tenants is only due upon referencing being undertaken and I am not aware that we ever charged this particular applicant a fee. We are therefore confused by the comment ‘Yet another greedy agent’. We incur staffing, marketing and other overhead costs relating to landlords, properties and applicants with no income whatsoever from either landlord or tenant unless a tenancy agreed. Consequently it is clearly not in our interest to stand in the way of an applicant taking a property – assuming that both landlord and tenant are happy to commit to a tenancy contract.

In order that we do not bombard applicants with unwanted emails, applicants are usually automatically archived from the property match emails once a property is found or after a period of 6 months or so following the last contact. This may be what happened in this instance and for that we apologise if the applicants search for a suitable rental property was not completed in that time.

We know that as of the end of June this applicant told us that they have now exchanged on their sale and thus we have reactivated them to ensure that they receive details of new and existing properties that might hopefully meet their requirements. If however, an applicant feels that we are ‘another one to avoid!’ we are more than happy to remove their details from our database if instructed to do so.

If for any reason this or any other applicant is unhappy with our service then please feel free to call and talk with us or email us at: [email protected] in order that we can investigate the details further and, all being well, reach a satisfactory resolution.

With kind regards