I was sorry to receive your 2 star review which is contrary to our many 5 star reviews that we have received. Please let me have some some further details - j.buckby@payne-cov.com and I will get back to you. John Buckby Lettings Manager

Hi We are disappointed to receive only a ** review from you as most are *****. We are unable to identify you on our system to establish the capacity in which you have dealt with us. If you are able to provide more detail, we will happily respond.

Thank you for your feedback. We’re sorry to hear that your experience with some of our agents didn’t meet your expectations. At John Payne Estate Agents, we always strive to provide a positive and respectful experience for all clients. We value feedback and are constantly working to improve our service. Please feel free to reach out directly if you have any further concerns, and we’ll be happy to assist. Thank you for bringing this to our attention, and we hope to have the opportunity to serve you better in the future.

We’re very sorry to hear about your experience, and we genuinely appreciate your feedback. We take all concerns seriously, especially regarding health and safety, cleanliness, and customer support. It’s disappointing to hear that we didn’t meet your expectations, and we’d like to address this matter as quickly as possible. Please feel free to contact us directly so we can discuss your situation further and work towards a resolution. We always strive to provide the best service, and your feedback will help us improve.

We are truly sorry to hear about your experience and appreciate you taking the time to share your concerns. We take issues related to property condition, cleanliness, and communication very seriously, and we sincerely apologize for any frustration this situation has caused you. It’s clear that we did not meet your expectations, and for that, we deeply regret the inconvenience caused. We would like to resolve this matter and encourage you to contact us directly so we can review the situation in more detail, including the garden and the cleaning concerns. We strive to ensure that all our properties are well-maintained and that our tenants are fully supported. Thank you again for bringing this to our attention, and we hope to have the opportunity to make things right.

Thank you for taking the time to share your feedback with us. We value all feedback from our clients, whether positive or negative, as it helps us to continually improve our services. We are sorry to hear that you were not satisfied with our service on this occasion. We take all complaints seriously and would appreciate the opportunity to understand the issues further. Please kindly email me directly at d.little@payne-cov.com so we can discuss this matter further. We would also like to note that we normally receive very good 5-star reviews and we are disappointed that we did not meet your expectations on this occasion. Thank you for bringing this matter to our attention. Best regards, Daniel Little Director

We consider that this review is inappropriate, unfair and has been posted due to the reviewer’s resentment at the outcome of a court case. It is from a former client who claimed that she had been overcharged. Firstly, the comments are factually incorrect in that the amount charged was 70% of the monthly rent plus VAT and not 84% plus VAT as stated. The matter was then resolved following County Court action by the landlord in which the judge, in April 2021, found in our favour as our fees had been set out in writing, as legally required, and which the landlord subsequently accepted in writing leading to setting up the tenancy. The judge found that we had acted properly and professionally and fully vindicated us in this aspect of her claim which he dismissed. With regard to the late payment of part of the rent, this was due to an administrative error on our part which we acknowledged when brought to our attention, rectified immediately and interest on the amount paid late was subsequently paid to the landlord. These comments can be confirmed by reference to what we expect are publicly available court documents or by reference to our office if anyone wishes to see them. Our professional approach is appreciated by the vast majority of landlords and tenants as can be seen from the many 5 star reviews that we receive.

We are sorry you have felt you need to give us a negative review however we would like to clarify that the sale of the property was being handled by another agents auctioneers and was out of our hands. Having checked with our Lettings team they kept you fully informed about the pending sale as we were hoping the new landlord would accept you as tenant. We understand that the sale has now completed and with your permission we are happy to pass your details to the new landlord and he can maybe arrange a let direct with you. If you would like to email me on d.little@payne-cov.com to give me your confirmation.

We regret that you have felt the need to post this review which is contradictory to the many excellent reviews that we have received from other clients and tenants. We would like to look into your concerns further and ask that you email myself Daniel Little on d.little@payne-cov.com

We are sorry you feel this way however we have checked our records and can not find you in our system. We would like to look into this further and ask that you email Daniel Little on d.little@payne-cov.com with further information and details of the property you applied for. We will then come back to you with a response.