Hi Veronica, This is a very unusual review to receive. Due to the rules around tenants deposits associated to the tenant fee ban it’s impossible for someone to be “scammed” out of their deposit, in addition, all damage deposits are protected and should a tenant or landlord have any dispute they simply raise one officially via the TDS where independent arbitrators decide, so what you are claiming simply could not have happened. In addition, we welcome customer feedback and are members of both ARLA and the Property Ombudsman as well as having to operate to standards and rules set out in the tenants fee ban that are inforced by Trading Standards. Our staff are lovely to deal with and would never be aggressive or threatening to anyone in any circumstances. When using an agent such as ours there are so many routes to recourse for a tenant that is not happy with the service that they received that nobody would need to take “legal action” like you are stating. We have a clear complaints procedure and any issue like this would have come directly to me or one of the other directors to be resolved but I, nor anyone else in the office is aware of anything even remotely like the situation you are claiming “your friend” was experiencing. If your friend did really rent a property from us and is not have been happy with our service I suggest they contact us ASAP. Our staff work tirelessly to provide an extremely high level of service and the wonderful reviews we have on this platform and others are testament to that. Any genuine person reading these reviews can tell they are real and should anyone want proof on any we can provide it. Sadly, due to the bizarre contents of your review and your suggestion that there are “plenty of long established great agents in the area” it seems there are other motives for you leaving this review. Should you wish to contact me directly please do on jaimie@madleyproperty.com.

Thank you for the review Julia, we are sorry that you only felt able to give us 1 star. We always aim to release tenant’s deposits as quickly as possible and we avoid unnecessary, lengthy negotiations wherever possible for all concerned. However we are unable to do so unless both parties agree. We have investigated this issue internally and I understand that in your case, we had a landlord who was overseas and unresponsive for a period and that when they responded, you decided you didn’t want to accept any deductions from your deposit whatsoever. I also understand that we advised you that if you were not willing to enter into any discussions about deductions, and the landlord was not willing to release the full deposit, you needed to raise a dispute with the TDS. I understand that you have now done this and that the matter is ongoing. I have also seen the large amount of emails and correspondence between us and yourselves regarding this matter. We are always trying to improve our service and we take all feedback onboard. Thank you.

Thank you so much for the 5 star review Adriano! We are very happy to hear you are pleased with the service you received and that you felt able to count on our team during your move.

Vernon, we have checked your name against all our databases and CRM systems and you do not appear anywhere as someone we have ever dealt with or even come in contact with. Not a prospective buyer, tenant, vendor or landlord. We believe this to be a fake review, please contact us urgently should this not be the case on 02073780644. You will see from our many 5 star reviews we take our service levels seriously so should you have a complaint we wish to speak to you ASAP.

James, we have checked your name against all our databases and CRM systems and you do not appear anywhere as someone we have ever dealt with or even come in contact with. Not a prospective buyer, tenant, vendor or landlord. We believe this to be a fake review, please contact us urgently should this not be the case on 02073780644. You will see from our many 5 star reviews we take our service levels seriously so should you have a complaint we wish to speak to you ASAP.

Posted 12th March This review is fraudulent and completely dishonest. We do not manage this property and as the tenant and the landlord are unable to agree on an amounts we MUST transfer it to the TDS so they can carry out their arbitration process. At the end of this process the TDS will decide from the evidence the tenant and the landlord provide (not us) and distribute the deposit accordingly. This is the TDS policy and we must comply with it. We have requested that the reviewer remove this review ASAP as it completely false and misleading. If it is not removed we will post the evidence required to prove that it is false. Posted 14th March - Please see evidence below that proves that this review is completely false, the information provided by the reviewer is wholly incorrect and purposely misleading. The deposit money was sent to the TDS on the 20th of February, as per their guidelines that we (and any other agent) must follow. https://www.gov.uk/tenancy-deposit-protection Taken from the above Government website. Overview Your landlord must put your deposit in a government-backed tenancy deposit scheme (TDP) if you rent your home on an assured shorthold tenancy that started after 6 April 2007. In England and Wales your deposit can be registered with: Deposit Protection Service MyDeposits - including deposits that were held by Capita Tenancy Deposit Scheme At the end of your tenancy If you’re in a dispute with your landlord, then your deposit will be protected in the TDP scheme until the issue is sorted out. From The TDS (Tenancy Deposit Scheme) Dear Madley Property, Member: G1**** | Madley Property Branch: 2**** | Madley Property Dispute Reference Number: TDSN19-***9 Deposit Certificate Code - Starting: 83g****** Tenancy Property Address: Flat **1, Ability Place, 37 Millharbour, E14 9DF Deposit in Dispute: £1940.00 The lead tenant has advised us that there is a dispute over the repayment of the deposit which you hold. Our records show the repayment proposals as follows: Amount of deposit £2250.00 Amount of deposit agreed and paid to tenant(s) £0.00 Agent/landlord to receive £310.00 Deposit in dispute £1940.00 What do I need to do now? Under our new scheme rules for all disputes raised from the 15th August 2016, any award to the Landlord(s) will be made to the letting agent of the property. Please can you supply your payment instructions to us even if you are not intending on responding to this dispute by following these steps: Go to https://www.tenancydepositscheme.com/is-my-deposit-protected.html Enter your case sensitive TDS Tenancy Certificate Code, starting 83g******, to display your "Tenancy Summary" Scroll down and select the button Review Dispute. Please sign in using your relevant log in details. Select the Submit my Bank Details button and follow the instructions on screen. Yours faithfully Ch*** Sa****** Dispute Resolution Executive The Dispute Service | Dispute Resolution Team From: Customer Relations <customer.relations@tenancydepositscheme.com> Date: Thu, 14 Mar 2019 at 13:15 Subject: RE: 241 Ability Place - TDS Dispute TDSN19-****9 To: Matt Brooke <matt@madleyproperty.com> Hi Matt Thank you for your email, I can confirm that a tenancy deposit dispute has been raised in this matter by the tenants relating to this case. TDS have been asked to consider the matter for a report of adjudication as the tenancy deposit was registered by a letting agent member under our TDS Insured scheme. As part of our alternative dispute resolution (ADR) and our Membership Rules we have requested and have been provided with the tenancy deposit sum as sent by our member in a sum of £1940.00 awaiting the evidence to be considered by the adjudicator. TDS will act independently of the parties suing the evidence provided once gathered to make any awards as determines and to distribute the tenancy deposit as per our report.

Posted 12th March This review is fraudulent and completely dishonest. We do not manage this property and as the tenant and the landlord are unable to agree on an amounts we MUST transfer it to the TDS so they can carry out their arbitration process. At the end of this process the TDS will decide from the evidence the tenant and the landlord provide (not us) and distribute the deposit accordingly. This is the TDS policy and we must comply with it. We have requested that the reviewer remove this review ASAP as it completely false and misleading. If it is not removed we will post the evidence required to prove that it is false. Posted 14th March - Please see evidence below that proves that this review is completely false, the information provided by the reviewer is wholly incorrect and purposely misleading. The deposit money was sent to the TDS on the 20th of February, as per their guidelines that we (and any other agent) must follow. https://www.gov.uk/tenancy-deposit-protection Taken from the above Government website. Overview Your landlord must put your deposit in a government-backed tenancy deposit scheme (TDP) if you rent your home on an assured shorthold tenancy that started after 6 April 2007. In England and Wales your deposit can be registered with: Deposit Protection Service MyDeposits - including deposits that were held by Capita Tenancy Deposit Scheme At the end of your tenancy If you’re in a dispute with your landlord, then your deposit will be protected in the TDP scheme until the issue is sorted out. From The TDS (Tenancy Deposit Scheme) Dear Madley Property, Member: G1**** | Madley Property Branch: 2**** | Madley Property Dispute Reference Number: TDSN19-***9 Deposit Certificate Code - Starting: 83g****** Tenancy Property Address: Flat **1, Ability Place, 37 Millharbour, E14 9DF Deposit in Dispute: £1940.00 The lead tenant has advised us that there is a dispute over the repayment of the deposit which you hold. Our records show the repayment proposals as follows: Amount of deposit £2250.00 Amount of deposit agreed and paid to tenant(s) £0.00 Agent/landlord to receive £310.00 Deposit in dispute £1940.00 What do I need to do now? Under our new scheme rules for all disputes raised from the 15th August 2016, any award to the Landlord(s) will be made to the letting agent of the property. Please can you supply your payment instructions to us even if you are not intending on responding to this dispute by following these steps: Go to https://www.tenancydepositscheme.com/is-my-deposit-protected.html Enter your case sensitive TDS Tenancy Certificate Code, starting 83g******, to display your "Tenancy Summary" Scroll down and select the button Review Dispute. Please sign in using your relevant log in details. Select the Submit my Bank Details button and follow the instructions on screen. Yours faithfully Ch*** Sa****** Dispute Resolution Executive The Dispute Service | Dispute Resolution Team From: Customer Relations <customer.relations@tenancydepositscheme.com> Date: Thu, 14 Mar 2019 at 13:15 Subject: RE: 241 Ability Place - TDS Dispute TDSN19-****9 To: Matt Brooke <matt@madleyproperty.com> Hi Matt Thank you for your email, I can confirm that a tenancy deposit dispute has been raised in this matter by the tenants relating to this case. TDS have been asked to consider the matter for a report of adjudication as the tenancy deposit was registered by a letting agent member under our TDS Insured scheme. As part of our alternative dispute resolution (ADR) and our Membership Rules we have requested and have been provided with the tenancy deposit sum as sent by our member in a sum of £1940.00 awaiting the evidence to be considered by the adjudicator. TDS will act independently of the parties suing the evidence provided once gathered to make any awards as determines and to distribute the tenancy deposit as per our report.

Thanks Rebecca, We are very sorry to hear about your experience while moving in to one of our properties as we never want our tenants to feel this way. However, we would like to clarify some of the points you have raised. With regards to the team not knowing you were coming to collect keys, this was not the case, we just weren’t expecting you to arrive as early as you did as you said you could not meet the check-in clerk at the property, but you arrived while the clerk was still in the property and had not dropped the keys back to us. We straight away spoke with the clerk and had the keys to you within 10 minutes. With regards to the clean, the property had been professionally cleaned and we had sent the cleaners back in before your move in to sort some parts of the property that needed going over again. The landlord did even go back in to check he was happy with the clean. However, we understand that after some furniture was moved there were some areas that needed further attention and this was sorted by the cleaners straight away. As you know, we took your review extremely seriously and in order to make sure your experience going forward matches the other 5 star reviews we get, we have given you direct access to senior management should you need to contact us.