Dear Ezequiel, Thank you for your comments. Unfortunately, we do require certain documentation to process an application for a tenancy. You took 10 days to forward the requested information whilst another application was approved in the meantime. We are sorry that this happened but it was you that delayed us processing your application. We are also sorry that we did not have any other similar properties to offer you but again this is out of our control.

When dealing with enquiries we ask questions to ensure that prospect applicants pass our referencing criteria. One of our main criteria is affordability, which is a test to see if a prospect tenant will be able to afford the rent. Before processing an application, we ask prospect tenants to view the property they are interested in, as all properties are taken in the state and condition they are viewed; this avoids any misunderstanding, disappointment or disputes when a successful applicant moves into a property. If a tenant fulfils our affordability criteria and has viewed a property, we will accept and process an application, which is what happened in your case. Please note that processing an application does not guarantee approval. Due to COVID-19 we inform all applicants that application forms must be filled in before attending the office, this is to limit the amount of time mixed households share the same space. When you arrived at our office Joanne asked if you had filled in the application forms, to which you replied yes. It then become apparent that you had not filled the forms in. After you spent just over one hour in our office Joanne explained that our office was due to close. Joanne had an out of office appointment to attend and there was only one other member of staff in the office (Mark). Our lone working procedures do not allow staff to work unaccompanied with customers in the office, this was clearly explained to you. Our office opening hours on a Saturday are 9am to 12pm, again we make this clear to all our customers who attend our office. We received several applications for this property, including yours, all of which passed our referencing criteria. After providing the applications to the landlord he decided to proceed with another application.

I have carried out an investigation of this matter and can confirm the you agreed to change the appointment time from 14:00 to 14:15. This was agreed early in the morning at around 10:00, so not at the last minute and no lying involved. You failed to keep your appointment even though our viewing clerk waited until 14:30. So, you were at least 15 minutes late and our viewing clerk had another appointment immediately afterwards to attend, so could not wait any longer. Had you not agreed to change the appointment time you would have been over 30 minutes late. You then contacted our office and was rude and insulting to the member of staff that dealt with your call. For you to accuse this staff member of bullying, harassment and racism in order to try and legitimise your compliant is ignorant and totally unacceptable. I do not normally use such frank language when responding to reviews or dealing with complaints but given that you are being deliberately misleading, provocative and prejudice I feel that I have no choice. This review is totally unwarranted and does not reflect the events that actually took place.

Aneta, Thank you for your comment and please be assured that I share your frustration. However, if you recall, we made you aware of the problem before you moved into the property and we also confirmed with you that we had not been given a timescale for repair as this issue was being resolved through the site's block insurance policy and block management agent, and it was largely out of our control. It was your decision to move into the property knowing the full circumstances. We pushed the agent responsible for the issue as much as we were able. Sadly, I think your complaint is aimed at the wrong company.

I'm sorry, we don't know who you are. I should be grateful if you would provide more information about yourself, your experience with Northwood and the reason for your star rating.

I'm sorry, we don't know who you are. I should be grateful if you would provide more information about yourself, your experience with Northwood and the reason for your star rating.

Aneta, Thank you for your comment and please be assured that I share your frustration. However, if you recall, we made you aware of the problem before you moved into the property and we also confirmed with you that we had not been given a timescale for repair as this issue was being resolved through the site's block insurance policy and block management agent, and it was largely out of our control. It was your decision to move into the property knowing the full circumstances. We pushed the agent responsible for the issue as much as we were able. Sadly, I think your complaint is aimed at the wrong company.