We are sorry to hear that you felt you had a bad experience with us at Martin & Co. In response to your review we would like to confirm the following took place: Our agent called you to get more information regarding your enquiry of the property. He asked when your partner would be in the UK and if your partner had a Visa so that we may complete Right to Rent checks which is necessary for any applications we take when applicants are moving to this country. This question upset you at the time and, as my colleague was trying to explain the process to you, the phone call was ended. You then returned the call where you spoke to another colleague who you said was nice and respectful to you. She explained again that we need to do Right to Rent checks and explained what this would entail. You seemed to understand this explanation at the time and were happy with her response. As mentioned above it is necessary we carry out these checks before setting up a viewing to ensure we are able to reference you as well as ensuring the property is suitable for you too. Without this information we do not arrange the viewing so that no one’s time is wasted, including yours. We hope after reading this you can understand the process a little better and we would be more than happy to help you find a property in the future as we do for many other people who have or are in similar positions to you.

We are disappointed to have received your review. You viewed the house on three separate occasion and we did inform you each time works were taking place including a new kitchen which was being done by our contractor and painting which was being done by the landlord and it was agreed this would be ready prior to move in. On the final viewing to check the works were all but complete prior to your move in, the bath panel still needed to be replaced a mattress to be removed. You were informed this would be done before you were due to move in at the end of the week. On that viewing you were advised that the fire had been disconnected and both you and your partner were happy for this to be removed. Your partner kindly offered to plaster the gap and swapped numbers with the owner who was at that viewing to arrange a date to do this. The carpets in the property were cleaned professionally and we have the receipt as agreed, there was a concern the carpet was worn by the patio door. Your holding deposit was not returned to you due to the fact you withdrew your application for the property the day before your move in, and as per our terms that you agreed to and signed, your holding deposits would cover costs incurred by Martin and Co for the works and referencing costs.

Dear Daniel, We are very disappointed to read your review after renting through Martin & Co. for over 7 years. You made the request to be released from your contract mid-term which we helped you to do with the landlord, despite you being in a fixed term contract. We advised the flat required a clean and you may want to do this prior the checkout as it would be of benefit to you and less likely for the landlord to claim for cleaning from your deposit. You chose not to undertake the cleaning. Now the check-out has been completed it will be down to the landlord if they feel they want to claim for the clean that had to be done before the new tenant moved in. With the other outstanding issues, you still have to address with the property, We feel it would not be the right place to list those on an open forum and trust you will address these matters as soon as you are able.

Hello Alina, We have read your review and spoken with the staff in the office. We would be happy to discuss the points you’ve raised as you will recall that when your tenancy ended you left the property full with your furniture and possessions. We did our best to help you by giving you extra days to clear the items away but have had to use contractors to clear a lot and get it professionally cleaned, which you did agree to. During your tenancy you have been verbally aggressive to staff when they have tried to help you with matters relating to your contract. A lot of the comments you have made in this review are unjust and simply not true.

Hello Alina, We have read your review and spoken with the staff in the office. We would be happy to discuss the points you’ve raised as you will recall that when your tenancy ended you left the property full with your furniture and possessions. We did our best to help you by giving you extra days to clear the items away but have had to use contractors to clear a lot and get it professionally cleaned, which you did agree to. During your tenancy you have been verbally aggressive to staff when they have tried to help you with matters relating to your contract. A lot of the comments you have made in this review are unjust and simply not true. Regards Nirvair Sander Company Director

Thank you for taking the time to post your review which I must say is a little unfair at just one star. As I am sure you are aware, the property market is hugely dynamic at this time, and coming out of lockdown we have seen unprecedented demand for pretty much every property which comes to market. Sadly we did have an issue with access to the property where the current tenant could not accommodate the viewings and as such we had to rebook you and other potential tenants for another day. I see from out notes and indeed your response, that we were able to give you ample warning of this so you did not have a wasted journey. We then left messages and emailed all the parties, including yourself to book back in for the following week. I believe we did all we could to keep you informed throughout the process. We fully appreciate that it can be a challenge for people who are not local finding their ideal home but I remain convinced that our process and communications to you were within our very high service level standards. Again we apologise for you missing out on the property but we certainly don’t think a one star review is justified, nevertheless we wish you well in your property search.