Dear Stan, Thank you for your recent review. As you outline above, the pre tenancy details were confirmed by your landlord prior to your tenancy commencing but unfortunately he did not fulfill these before you moved in. We do not have authorisation to instruct contractors to carry out these works without having confirmation from the landlord. We have asked contractors to attend and quote for the requested works but due to the nature of the external clean where you cannot get a van near to the premises with an external supply of water the job is proving quite specialist. We have also been in contact with the block management to see if there is an external tap to run a water supply from but we are yet to hear back. We do understand that it is frustrating that your problems seem unsolved but please be assured we are working on this issue to try and get it resolved ASAP. Kind regards, Martin and Co

Hello Dean, I hope you are well and thank you for your recent review. Perhaps when it is convenient you would like to contact the office to discuss these issues as I am struggling to understand why this review has been necessary? In particular I would like to know more about the 'services' you refer to in addition to your points regarding cleaners and ceilings. I put my complete trust in my staff and the advice and service they deliver and naturally I welcome any feedback where we may have fallen short of the standard I expect. I am particularly interested in your last point regarding card payment. Unless I am mistaken it is not possible for anyone to block your card other than yourself or your bank. With best regards, Martin and Co

Hello Joanna, I hope you are well and thank you for your recent review. I am sorry that you felt it necessary to write this. I have taken the time to review this chain of events relating to your application to take one of our rented properties and having read all written correspondents between yourself and my colleagues Luke and Iulia I have now been able to make an informed opinion on the claims you have made regarding our service standard. You made an offer to take the property on 22/6/17. My colleague Luke advised you at the viewing that all monies including rent and deposit were payable by the end of June including completion of referencing and signing the tenancy agreement. It is common for us to look to complete transactions for both tenants and landlords within a very short but realistic timeframe to ensure everyone is offered security that the deal has been completed nice and early. Iulia sent an email to you on 23/6/17 confirming this arrangement in writing and making it very clear what had been agreed. Subsequently I understand that you then spoke with Iulia and then Luke regarding payment of this money and completion of this deal and it became apparent that you couldn't afford to pay both the rent and deposit. At the time this conversation came about we had already had both you and Daniel fully referenced and had drafted the tenancy agreement ready for completion. The comments you have made with regards to the tenancy agreement being continually sent to you is slightly inaccurate. We use docusign for sending all of our agreements. Docusign will send you daily reminder that there is a document outstanding for signature until it is signed. When it became clear that you were not going to be proceeding with this application we then voided this agreement for you. I am of course sorry that we were not able to secure this property for you. It is clear that at some point there has been a breakdown in communication and some of this has led to this unfortunate circumstance. I am however clear that my staff have followed normal procedure when processing your application and I am sorry if you believe that any of the staff were rude in dealing with your concerns. It is not typical that any of our staff will be unhelpful or rude to tenants or landlords and I am sure this was not at all the intention. I wish you well with your new tenancy and hope you are settled. Best regards Richard