Hello and thank you for the opportunity to provide feedback about your agency. The above rating reflects mixed feelings because we would like to recognise the efforts and service that Joanna Ford personally gave us, however the overall experience we had with your agency is tainted by the bad interactions we had with Doug from the very first time we met, until a couple of days ago, and here is why: When Carolina first made contact with the agency there were no problems as we were able to see the property while the previous tenant was there, so he showed us around and talked very highly about Mr. and Mrs. Jacklyn. However, when we had to go and sign the papers at your office, Doug was nothing but rude and dismissive, not only his words but his expressions and comments were so bad to the point that he made my Jazmine cry. There was somebody else in the office, a man that only look at us and made a smirk gesture, not even saying something nice to us. If we remember correctly was bald man. We felt as Doug had a problem with us being a gay couple and Carolina being an immigrant. Thankfully, long time ago we learnt our priorities and we wanted to rent that house for multiple reasons, mainly because it was the best move for our family, because yes, a lesbian couple is also a family. That was the only reason why we did not walked away from the office that day. Afterwards, whenever we contacted Doug he either did not reply or follow up, or was upfront rude on Caro’s face or over the phone. After that we only dealt with Joanna, who was very easy to work with even when there were times when we really had a hard time dealing with a difficult neighbour who tried to blame us for beoken fences, bees and clogged toiltets, thankfully, we knew we were doing the right thing. Joanna always was able to take space for our complaints, we thank you for that. There were times though, when Joanna’s follow up didn’t necessarily sound like her and this made sense a few weeks ago when we learnt that Doug had an issue with the fact that Mrs. Jacklyn was going to paint the property and renew the carpets before the final inspection when we returned the house… in all honesty, why would Doug even voiced that? What would be on his interest when it was a win win for all of us: Mrs Jaclyn told us she wanted to refurbish the property and it had been scheduled already as she does that for all her properties every 5 years. The fact that we were leaving only provided her and Barry the space to do it while we were still paying the rent, meaning that someone else could move in next Monday 19th if they’d wish. We ask ourselves again, why would Doug wanted to stop that? I can only think personal issues or the money deposit, both equally pity on our view as he forgets that we were also clients of your firm and he never made us feel as such. Then we also learnt that he was the one managing certain comms with Mrs Jacklyn and it then made sense why certain responses from Joanna didn’t match to her interaction with us. Mrs Jacklyn visited us at the begining of June, she contacted us via Barry, who is a super handy man, by the way! And she was the sweetest person we have met. We knew she thought we were good tenants but when we met her, she was very appreciatiative of the overall maintenance of the property after us being there 5+years. She checked the entire house and garden. We appreciated to be told we were good tenants, something that we never felt from your agency, unfortunately. Before we end this feedback, we want to praise Barry and his crew, all great hardworkers and Mrs. Jacklyn respects him very much, and so we do, he was quick, clean and friendly. He was always respectful to us and approached us with the best attitude. We also want to praise Joanna, who had to deal with both of us when we weren’t happy with things. She had tons of patience and we thank you for that. We know now that not all the things came from you, so please receive our apologies as our interactions with you were triggered by the awful experience we had with Doug. We hope the feedback is provided to the right individuals. Thanks, Jazmine & Carolina