Dear Rebecca, I am very disappointed to read your review, especailly after you moved out of the property in question nearly 4 months ago and the issues you refer to are some 18 - 24 months old. At the time we dealt with them thoroughly and very professionally and I can prove with copies of emails that what you have placed in the Public domain is not only malicious and needlessly defamatory but completely libellous. I am at present taking Counsel's advice as to the enire content of your review, but in the meantime I have dissected your remarks and given the correct and true version of events which contradict what you have claimed. “When I viewed the flat it was not mentioned that there was a severe leak in the roof". Completely false. The Landlord had just spent £2350.00 on complete redecoration of the flat. The flat roof above the kitchen was not leaking when the flat was being worked on. We discovered afterwards that roofers working on the mansard roof on the top floor had damaged the flat roof above the kitchen of the flat that you were about to move into with their scaffold pole. We could not prove this at the time or indeed after. "Peter then lied to me on several occasions about why essential repair work had not taken place". Completely false. I have detailed emails that prove that I pushed and pushed for the flat roof in question to be renewed completely but it was the shared responsibility of 4 yes 4 separate leaseholders who had to agree the price and pay for it and it took ages to get agreed. What I did arrange within a few days was a tarpaulin that was secured over the top of the flat roof to deflect as much rain as possible whilst the 4 leaseholders argued about the cost and ultimate responsibility. "I was told to report the damage to the council myself and ask them to put pressure on the landlord" This was an ‘off the record’ recommendation from me to help you out. I have an email from you thanking me for the suggestion and one that you confirmed you would act upon sooner rather than later but you would not involve me. You did this eventually and my Landlord knew you were going to do it as I told him and he was waiting for the Council to issue a notice on him in order to pressure the other leaseholders in to action. "I would have thought that given the large amount of money both I and the landlord pay Ellis & Co they would have carried out this task themselves". I think I have answered this comment and again it is your personal opinion and nothing to do with your time in the flat. A purely spiteful, unnecessary and irrelevant comment that has nothing to do with making a review. "A workman held the letting agents copy of the door keys for months. The lettings agent were not aware of this as they had not kept tracks of the whereabouts of said keys". A complete fabrication. "The boiler needed to be condemned - as soon as I started to use it it leaked carbon monoxide". Totally false. There was a fault with a very old appliance that happened shortly after you moved in. Our GAS SAFE plumbers recommended replacement as it was too old and not economically viable to fix. At no time was it leaking carbon monoxide. It was shut off for safety’s sake and you were left with an immersion heater back up whilst estimates were collated and within a week an brand new 'A' rated combination boiler was installed with the old immersion taken away at the same time. "When it was repaired the plumber who the agents contracted did not attach the gas pipe to the meter correctly, so as soon as winter hit and I turned the heating on there was a major gas leak". You are not even satisfied with lying, defaming and libeling me.You are now guilty of the same with regards the contractors who have worked for me for 12 years without so much as a whisper of wrongdoing on any of the many hundreds of jobs completed by them for me. "The plumber had been told to let himself into the flat to fix the meter". Complete fabrication. Plumbers do not fix meters, TRANSCO would have done it. The trouble is it simply didn't happen did it Rebecca? "He did not ring the doorbell. He was given information from the letting agent that the water tank was in my upstairs neighbour's flat and that she was 'always in' so no need to contact her". These statements are so far from the truth I do not know where to start with the correct version of events. Your claims are so serious you would have thought that a full and proper complaint would have been made by you to the relevant authorities would it have not? If any of your review was even remotely true then I would have been severely reprimanded and brought to book by Xperience and the Ombudsman would I not? No official complaint was ever been made by you during your tenancy when we were dealing with the various problems encountered, which we dealt with as professionally and quickly as humanly possible. "The plumber then started to carry out his work assuming this was the case, but not realsing that the neighbour was in Canada for months. Access to her flat then proved to be an absolute nightmare for which I had to take time off work - Ellis & Co did not help with this problem at all". Again, your version of events is so distorted and untrue I cannot even begin to explain the correct and true version of events at this time. "I will NEVER recommend Ellis & Co to anyone, nor will I have anything to do with them ever again". I will quote, word for word, your email dated 12th May 2012 – “Thank you, it has been a pleasure living here.” You even met with the Landlord once in the presence of a member of staff and you couldn’t thank him enough for such a lovely flat to live in and how good the service was from Ellis & Co etc. "The 2 neighbours either side of the flat I rented also commented on the unprofessional nature of the company and how patronising and untrustworthy the lettings manager is - they both chose to have their flats managed by another company because of this". This, quite honestly is the most unfair part of your so called review. I have never had business dealings with either of the two leaseholders you refer to and it is certainly not your right or place to make such outrageous claims on this web site. This particular comment is of the most interest to my Solictor. "I have since been contacted by the agent on at least 2 occasions asking to write a review on this website. I wasn't going to bother as I was trying to put the past behind me, but the pressure to submit a review incensed me so much I felt I ought to". You was sent a gentle email twice asking for a positive review. Reading your email of the 12th of May 2012 you can understand why we were keen to receive a positive comment or two from you. Instead you have chosen to publish a complete tissue of lies, false claims and veiled innuendo. You would do well to publish a total and unequivocal written retraction because that is what it deserves. Yours sincerely Peter J. Stinson PRINCIPAL Ellis & Co Estate Agents Willesden Green Office.

Dear Miss Stark, We have attempted to help you with your ‘complaints’ using fully transparent protocol set in place to deal with such issues as this and these procedures have been explained to you in order to facilitate an agreeable solution to your particular problem. We are keen to help you with this matter but unfortunately it seems to us that, so far, you are not as prepared as we are to seek an amicable conclusion to it. We do not wish to publically battle with you, but feel the points that you have raised and published in the Public domain on this web site must be addressed and will be if you are prepared to follow it through correctly and politely in a manner accepted by all professional Agents and therefore provide a much clearer picture to members of the Public reading your review and thus ensuring that the correct facts pertaining to your version of events are available to them. As already discussed with you, we do have a complaints procedure if you wish to raise an official complaint. You can contact Claire Kingsford, our Franchise Field Manager for Ellis and Co on 07738 648 584 or claire.kingsford@xperience.co.uk. In response to the accusations that have made and for the benefit of the public who have read your comments, we would like to clarify a few points; • Your initial appointment that was booked 5pm could not be changed to 11/11.30am as requested due to the extremely short notice that you gave. As explained to you, my client has two young children that we need to work around. The sellers request that they have several hours notice in order to present their property immaculately for viewings. While a viewing takes place, they take the children out to allow us to do our job. When this was explained to you, you showed no understanding of my clients position and circumstances, and had even questioned if they were serious in selling. When my colleague explained that you still had your 5pm appointment on the telephone, you hung up on him. It was only explained approximately 1hour later that you were with your employer and had to hang up. With not actually knowing if you intended to view this property or not, we spoke to our client and explained what had happened. He then decided to cancel the appointment as he did not want to disrupt his young children if we could not be sure if you were attending. After a telephone conversation a few hours later, you were booked in to see the property the following day. • Your first offer of £325,000 was rejected by my client. Not only was this offer not high enough, my client questioned your reliability as a buyer because you had already displayed, what our Client considered, were unreliable characteristics before you had even seen the property. He doubted your performance if a sale had been agreed. Yes, you did submit an offer of £335,000, which was made directly to our client when you presented yourself at his property in the evening, unannounced, trying to make him change his mind regarding you as a buyer. He explained to you that he wasn’t interested in dealing with you directly and that you had to contact via ourselves in the usual accepted manner. This office has not received any formal offer of £335,000. This office was contacted, by whom we can only presume was your father, offering a sum above the asking price, £355,000. Although our clients had already confirmed in writing that they were not to be contacted and informed of any offer made by you or anyone on your behalf, we had a very detailed telephone conversation with them confirming your good position as a buyer and that you had agreed to move as quickly/slowly as they may have wanted in an attempt to secure some form of acceptance and agreement from them. Unfortunately, their views regarding your reliability still remained the same and the offer of £355,000 was rejected. • As you have mentioned, when you called our office at approximately 14:20 on 16th February 2012 the member of staff dealing with this issue was away from his desk having lunch and it was confirmed to you that he would call you back. We are not entirely sure what relevance this has regarding any complaint being made where a member of staff has a break and indeed something to eat?? You were emailed at 15:45 that day apologising for the delay in replying to you and the situation was fully explained in that same email. We would add that at this time all communications between yourself and our office were by email so that all communications were correctly documented. • You were perfectly correct, when your appointment was cancelled by our Client you had not met the staff member dealing with this issue, however, all opinions regarding your suitability as a buyer were based on your attitude, behaviour and communications with our office during this time. We would like to point out that we work for our Client and our Client only who instructed us to provide a thorough, professional sales service. We do not work for buyers or represent them in any way that is outside of Industry or professional standards or indeed bound by Acts of Parliament. Yours Sincerely, Damien M. Ellison Sales Manager