Good afternoon, firstly thank you for taking the tine to leave our company the above feedback. As new-ish owners of the business (18 months) I can only comment on the recent issues that you have experienced. Having had a look at the account, I can see that certainly has taken a longer time than we would have hoped. Unfortunately the replacement of the wet room has involved a number of different parties and also required unexpected additional repairs and a period of 'drying out' that has contributed to the time taken. I can only sincerely apologise for the delays that you have experienced and assure you that I am working with my team and contractors to get this fully resolved for you urgently. Please feel free to call me directly on 01472 500700 to discuss further. Kind regards, Sam

Good morning Della, thank you for taking the time to leave us a review. We have spoken with you again this morning regarding this situation and you have stated that you left the review due to issues with your neighbour outside of working hours as you were frustrated. During our conversations, we have explained our processes for such instances but (due to data protection) are unable to confirm the actions that have been taken. We absolutely do understand how neighbours can impact another person and would like to reassure you that this situation is being taken very seriously and that we are working hard to try and resolve this. Kind regards, Lovelle Lettings

Hello, thank you for taking the time to leave us a review. We'd really love the opportunity to understand how we could have improved your experience with us. We take all customer feedback very seriously as we want every customer to have the best possible experience. If you could call the office to discuss, that would be great. Many thanks.

Hello Mollie, thank you for taking the time to leave us a review. As with the below review that was left at the same time as yours, we have been unable to find you as either a current or past customer or enquiry on our systems (we have 7 years of records). We would love to understand more about how we can improve our service if you could take the time please to either call or email this through to us then it will be made a priorty. We look forward to hearing from you.

Hello Danny, thank you for taking the time to leave a review. Having looked through our records, I am unable to find you listed as a tenant (from your user name here) and if you could call the office on 01472 500700 to discuss then we may be able to help. I must stress that we do take customer feedback very seriously and this will be acted upon if you are able to provide the feedback or alternatively, please do email the issue to: lettings@lovelle.co.uk. We have recently introduced an online system for reporting any issues or repairs that allows greater communication to all parties and for you to see the progress that is being made. We’ve had great feedback on this so when we are able to talk, we will happily guide you through the process. Kind regards, Sam - Lovelle Lettings

Good morning David, thank you for taking the time to leave us a review. I'm sorry to see that this has not met your expectations as we take customer service very seriously. Would it be possible to discuss this over the phone so that I can understand more and may be able to help? Tel 01472 500700. Kind regards, Sam

Thank you for taking the time to leave us a review and I would like to clarify our processes here. We use an online booking system for people to register and view properties. We currently have a number that are not yet ready to view due to either having works or still being tenanted therefore once you are registered, we keep in touch via text and phone. We are experiencing a very high demand for our properties currently and this system allows us to communicate with all interested parties. Once a property is ready to view then all interested parties are notified at the same time and are then able to book a day/time to view a property. We do not allow people to apply for a tenancy without the property being viewed first as this helps to keep our process fair and transparent. Therefore I will politely disagree on your point that you have 'applied for several properties' as this will not have been the case. We'd love to help you find a new property and if you can call the office then we'll take a look at your requirements and see which properties may match your needs. Kind regards, Lovelle Lettings

Good evening Joe, thank you for raising your concerns. With you referring to us as Lovelle Bacons, this incident must have been some time ago as we no longer trade as this, it’s been just Lovelle since the new owners took over and rebranded the company some time ago now. Never the less we welcome feedback so we can continue to improve our service. We have changed our structure completely in house since the handover so whilst we cannot change the past and we are deeply sorry you feel they way you do, you should never receive this service from us again. We pride ourselves on providing an exceptional service to our customers whilst going above and beyond to exceed expectations. Once again, thank you for taking the time to provide some feedback. Lovelle Lettings