Anoek, unfortunately I can not identify you from your name in our database and so can't comment on your review.

dj8431, please let me have some further information so I can identify you and review the background to your feedback. Without that I am unable to review your history, nor respond with the appropriate context. kind regards, Bill

Manuela, I am sorry that you feel that you have waited too long for requested works to be completed, and assure you that we are doing everything in our power to rectify the matter. Letting agents are permitted only to act on the instruction of their client, the landlord. I know that we have explained this to you. Your contract is with the landlord, and we require the landlord's authorisation to act on repairs or maintenance. We have suggested to you short-term actions to mitigate the matters, and we continue to raise the matters with your landlord and will take action once we have been instructed. I have reviewed correspondence for the pre-tenancy period and can see that along with your co-tenant we hosted viewings of 7 properties including a total of 4 viewings of your current property before you committed to it. I can see that you and your landlord entered a negotiation prior to you committing to the property. Following your confirmation of an offer to rent, the pre-tenancy process proceeded without complaint from you at the time. I note also that we made clear to you that our client had instructed us that we should not prepare a pre-tenancy inventory as that would be done directly by the landlord. I would be happy to remind you of the correspondence and discuss your feedback with you either in person or on the telephone. Kind regards, Bill

Nus, I have written to you separately to apologise for the dreadful experience your received. Alex did not deliver the service quality we aspire to. There is simply no excuse, and I am grateful for you bringing your expereince to my attention. Kind regards, Bill Cooper

Marta, It is hard for me to understand your feedback given the interaction with your. You registered your interest in one or more of our properties, we registered your interest and sent you the options we had available that most closely matched your budget and location preferences, and we heard nothing back from you. Our interaction with you appears to have been professional and appropriate. I'd be grateful if you would explain what aspects of our contact with you warranted a 1-star review. Kind regards, Bill Cooper

Sam, I'm not sure why you have left this review. I can see we last supported a tenancy for you that ended in 2015. I can't find any record of us having you as a tenant over the last 6 years. Please do get in touch so I can understand why you have left this 1-star review after so long. Bill C

Mr Anonymous, I appreciate you taking time to feedback and I would have liked to have been able to respond specifically by looking into you case, but I can't given the anonymous nature of the feedback. Your feedback relates to a 3rd party we use for referencing and not directly to Martin & Co staff. That said, our partner does reflect n our overall service and we will try to work with them to learn lessons.

Gioia, the deposit deductions awarded to the landlord by the DPS reflected evidence provided to them from an independent check-out report detailing condition at the end o your tenancy. Deposit negotiations are between a landlord and tenant, as managing agent we are duty bound to remain impartial. The DPS arbitrated a dispute between you and your landlord a process that is entirely independent of Martin & Co. The arbitrator stated that the award of costs to the landlord was 'given the amount of cleaning required at check out and at check in, I find the claimed sum is reasonable ahd justified'. It further states ' I find the rest of the claimed sums are reasonable and justified'. In future, I would encourage you to maintain your rental property in a better state of cleanliness and avoid doing damage that may result in deposit retentions.