As a letting agent working on behalf of a landlord, we have two objectives. Firstly, to keep the landlord and the property compliant with all current legislation. Secondly, to maximise the return on the landlords property investment; of which one way is to let the property as soon as possible following a tenants notice to minimise any void period. Our policy is to contact the landlord immediately a tenant gives notice to leave to discuss the situation, however, if we cannot contact the landlord within this time frame, we will remarket the property. Your name does not appear in our lettings database so either the property to which you refer is under a different name, or you have not used our services within the last 5 years so I cannot investigate this in any detail. I am still bewildered as to how we receive a 1 star review when all we have done is to try and re-let the property as soon as possible.

Not a lot of information here to respond to! No name, no details so no point in trying!

Hello Amie. we've checked all of our records and systems and you don't come up as a tenant, an applicant, a landlord or any other status within our business. We do have someone with the same name as you as next of kin to an applicant who pulled out of a tenancy application because they found something else but we are pretty sure that's not worthy of a 1 star review so that can't be you. If you could shed any more light on why you gave us such a poor review, we'd be very grateful. Thanks

Come on Hayley... a bit more information would be useful to see how you think we've failed you.

Really sorry to hear this Daniel. This matter will be investigated at our end.

Here are our comments in response to your review: 'Quality of houses are bad' - with all due respect, you viewed the property and still decided to sign a tenancy. You also signed the ingoing inventory which stated that the property was in a condition suitable to move into. I have reviewed your tenancy and the only issue raised by you during the tenancy was a heating issue which was resolved. The deduction made from your deposit was fully in relation to cleaning issues and was not used for 'fixing the issues' as you state.

Hello Mr Baden. I cannot find your name on our system to find out out which property this relates to and, therefore, can't look into this further. All viewings are essential to the sustainability of our business and I can assure you that viewings are only cancelled for good reason. Every property we let and every customer we deal with are important to our business. On your last point, we haven't let a property over £3000 per month in over 21 years!