Hello Jade, I'm a little surprised by your review. I don't understand why would you not know what you would have to pay? you were sent this information from the very start of your application process and all T & C’s are noted in your tenancy guide which you had signed and agreed to before placing your holding deposit, You thought you did not have to pay a deposit at the start of the tenancy i don't understand why you would think this when everything is set out in your tenancy guide, however Im guessing that this may be your first time renting. I think you were the one that was abusive & rude to my team when they told you exactly what you had to pay and again mentioned this that you had agreed to the terms and conditions set out in your tenancy guide, some how this is now our fault? As I said, maybe its your 1st time renting, however now you know moving forward the 1st months rent and deposit are expected on the tenancy start date and not any time after. Regarding the move in, in the summer we leave 14 days between tenancies so that we can arrange to have the property ready, despite chasing the old tenants handed the keys in 2 days before your tenancy was to commence. We informed you from the outset that the previous tenants had handed the keys in a lot later than they needed to and a left the house in a mess, we offered you the option to delay the tenancy start date to the next working day, you insisted that you needed to move in on that day so we tried to accommodate the best we could and arranged for a later time for handover, you actually had seen the cleaners and my property manager at the property whilst you were waiting outside. We dont expect a thank you however a little appreciation would not go a miss when you knew what we were up against from the very outset. Its common practice for all estate agents/ hotels to do afternoon check ins so we can ensure that the properties are ready and that the inventories are accurate to the last detail on the day of handover. The rubbish you mention was moved within a couple of days of you moving in and not weeks as you claim. Your tenancy started on 21/08/2021 and jobs were carried out on 26/08/2021. The mice you mention, they are moving around due to the road works on the High street and outside your house. We are aware of this and are carrying out preventative measures, this is not just at your house but at many other properties in the area. I cant imagine how many times me and my staff have been told that we are rude and or unprofessional when you don’t get the answer you want, we are just being honest and practical. We had gone through a very busy period with everybody wanting last minute accommodation since Covid 19 restrictions being lifted and yes we are taking a little longer than normal to get back to people, as a result we were asking old and new tenants to be a little patient with us, to say that we are not getting back to you is an incorrect statement, may be not in the time line you desire. You’ve not been in the property for not more than a couple of weeks when you added this review, not the best start I will agree, Im however hoping that since you have been in a couple of months your view of us has changed and that you can enjoy the remainder of your tenancy at your home. I’m assuming that as I’ve had no legal documents, things are better. Should you wish to discuss any of the above, please feel free to contact me.

Hi Gurmet, Thank you for your response. Can I first of start with your comment for me being rude and abusive as I think that is entirely unfair. Our response to your team and our frustrations are a result of the complete lack of communication and unprofessional manner in which we were dealt with. Regardless of whether it is our first time renting or not I am completely aware of a deposit being paid, so please do not assume we do not know what we are doing- again that is completely unfair. The issue arose with no being told the extent to which we had to pay. The member of your staff who made this mistake apologised to us and expressed how sorry he was for what had happened. It was not a fault on our behalf. So please excuse if we are frustrated and I’ll admit sometimes emails were not handled in the best manner, however when we are being constantly brushed off and ignored I’m sure you can imagine how annoyed we would get. We have also been met with rudeness from members of you team so that same treatment will be returned as we are not ones who will be walked over and talked down to just because we are young and students. The shear amount of time it takes for issues to be fixed is the main issue as well as the lack of communication not just to us but also within the team. Maintenance turning up after weeks telling us they have not been told anything from your team, not knowing what they are coming round to fix etc. We still have an ongoing issues with a hole in the roof outside our door which I was originally told was to be fixed in August, it is now December and the last we heard was that a member of you team will ‘chase it up’- however we have had no further response or visits to sort this out. It is irrelevant what time I made the review. I felt the need to make one since we were having to deal with so much, and I do not wish for other students to be going through what we did under your management. We all stand by everything that was said as our treatment and circumstances have been unacceptable. Since that review there have been numerous other complaints within the house and also your team. I am not being unreasonable, abusive or rude by simply wanting to live in better circumstances. We have found that the manner in which we have had to address things is the only way things seem to be sorted and even then we are still waiting for issues to be resolved. Again I am sorry you feel as though I have been hostile in any way, that is not my intention to be unnecessarily rude. Like expressed before with our frustrations at being ignored, met with petty behaviour and unprofessional mannerisms I can only tolerate so much since unlike all of you, we actually live here and have to deal with these problems every single day. I have tried to get in contact with you personally before however I was told I am not allowed to have your email or send anything to you personally. I have been wanting to speak with you for months but this doesn’t seem to be possible?

Hi, I’m one of the other tenants living in this house too. Can I just firstly add we never got given the option to move in a day later, only to move in later in the afternoon. Secondly, I thought I’d update you on how your staff failed to tell me my guarantor failed until 2 months before move in date when the application was sent off months prior to this. My other housemate was infact told her guarantor failed too, so had to pay the upfront cost, to then find out once we moved in there was a mistake and her guarantor actually passed. How can something as big as this be a mistake? To say the house was cleaned “professionally” when we moved in wasn’t the case, the place was still dirty and we had to clean ourselves. Adding to this there were tenants belongings still here in bedrooms, outside garden, kitchen cupboards, shelves etc. Issues unfortunately have got worse since this review, mould in the bathroom which caused illnesses that took 3 weeks to get sorted. Mould is a serious health concern, my house mate developed a chest infection and the other house mate suffers with asthma as it is already. We have been in this house for 4 months, and we still have a hole outside which doesn’t seem in any rush to be getting fixed. We are more than willing to get in touch & discuss more of our issues and concerns if you could kindly direct me on how I go about contacting you, as the agency will not allow us to speak to you. Thanks Abby