Enfields estate agents in Bournemouth, Southampton, Bitterne and 6 more

Finlay, I was very sorry to read your review. I was happy to note that we were successful in dealing with any maintenance issues during your tenancy but your reference to the lack of communication concerned me greatly. We care passionately about our clients and the opinion you shared of your experience is certainly not what we strive to achieve every day. I can only hope that you can accept my apologies for the difficulties you had. I have now looked into the other problems you encountered and understand that you rented a shared house with five other tenants on a joint and several tenancy agreement which ended on the 23rd July 2016 which is the date your landlord would be taking back possession of the property. I must stress that it is the responsibility of the tenants to make sure all of their personal items are removed from the property before this date. On this occasion we were sorry to learn that you had forgotten your notebook under your mattress and a member of our team went out of their way to visit the property out of working hours in an attempt to retrieve it on your behalf. Unfortunately your landlord had already organised for the property to be cleared quickly as there had been a considerable amount of rubbish left both inside and outside of the house that you had left behind for them to deal with (please refer to your check out report for photos). Although we completely understand how frustrating it must have been to lose a personal possession on this occasion it is unreasonable to expect Enfields to reimburse you the cost of this book. In relation to your deposit I would remind you that your tenancy was a joint agreement so the deposit for the property was regarded as one deposit, even if it is made up of individual payments from tenants. In this instance you were the lead tenant giving you the power to start any dispute process if you disagreed with how the landlord had returned the deposit at the end of the tenancy. As you are aware we received a number of calls from other tenants/guarantors on your joint agreement confirming that relationships had broken down within your group following the end of your tenancy. Although it is not our responsibility to act as an intermediary between tenants given the circumstances we did help you by passing on feedback from other members of your group on how they wished for deposit return to be split. When passing this information there was no need for us to stand our ground and it would be your responsibility to keep the other housemates informed as lead tenant. We received an email from you on the 24th August which thanked Enfields for our efforts in helping you sort out the issues you were having and confirming that you were happy with the amount the landlord had offered for you deposit return enabling this money to be paid back to you. As you were the lead tenant it is your responsibility to ensure that all other tenants receive their fair share of the deposit money once agreed but we understand that other tenants were not happy with what you agreed and have threatened to take legal action against you in the Smalls Claims Court. We do get it wrong sometimes but on this occasion I am bitterly disappointed that our attempts to help you have led to you to feel the way you do. As you know I have already reached out to you but I did not want to miss the opportunity to further explain the events on this forum. I sincerely hope that we can be of assistance to you again. Best Wishes

Mr Gifford, Thank you for sharing your feedback. We have taken into consideration your remarks and feel it is important to highlight exactly what happened. On the 3rd March 2015 you reserved a student house with a group of friends and were required to pay a non-refundable administration fee. At this time you were comprehensively explained the process when renting a property and signed a form confirming that you had read and understood the terms and conditions (copies can be provided on request). Following the reservation of this particular house, despite attempts to contact you and other members of the group, we received very little in the way of communication. An email was sent to you on the 25th April 2015 outlining the difficulties we were having and we updated you what we required in order to complete the administration work. Shortly after this your guarantor refused to provide information requested by an independent referencing company in order to pass the employment section of their references. Our records indicate that you pulled out of the let in May 2015. At this time we referred you back to your signed administration form where it clearly states in the first paragraph "If you or any of the prospective tenants should withdraw from the proposed let for any reason then the payment will not be refunded. If you or any of the prospective tenants/guarantors fail the referencing procedure of if inadequate references are received then the payment will not be refunded." In this instance the landlord/enfields allowed the remaining members of the group to find a suitable replacement rather than re market the house. On the 27th May we were contacted by this person who was required to pay their own administration fee as outlined in the initial terms and conditions. Overall we regret you felt this way but hope we have managed to overcome your concerns. Kindest Regards

Hi Pamela, Thank you for posting a glowing review of your experience with Enfields. We have shared this with the team who all wish to thank you for your continued support. We can't wait to help you again.

Dear Ravinder, Thank you so much for sharing this wonderful review on Google following your experiences with us. I am extremely proud of the reliable and professional team that I have here at Enfields Bournemouth and I am truly pleased to hear that they took the very best care of you; especially Michael who gives good advice and makes you feel so welcome with us. I appreciate your review and look forward to working with you in the future.

Hi Rania, Thank you for making the effort to write this review and we loved reading your comments! It certainly sounds like Rhys went above and beyond to exceed your expectations, and we will certainly pass on your kind compliments to him directly. We very much hope that you enjoy your new property and have the pleasure of helping you again in the future.

Dear Dana, Thank you for taking the time to leave such a kind review! We hope the remaining half of the process went just as smoothly - and your kind words have been passed to our team members here at Enfields. We hope we can help you again in the future if you should need it! Kind Regards,

Mr Akin, Thank you so much for coming back to us year after year! We're delighted to hear about your experience and that you feel our service is excellent value for money. We hope that we can continue to help you and your family. Thank you and best regards,

Dear Pra, Wonderful reviews such as yours only serves as an impetus for us to continue to strive to achieve service excellence. We hope to continue to help you with no hassle! Kind Regards,

Dear Mark, Thank you very much for your lovely comments. It is a delight to know that you have always had a good experience with us and that we focus on the parts that are important to you! We are so pleased to hear that you liked the service and our staff have kept on top of any issues with you. We really hope to continue to work with you moving forward and have another successful year! Kind Regards,

Hi Vannie, Thank you for taking the time to leave your review for us! We are so pleased you were so happy with our staff's knowledge and expertise - we train all our staff to give such high quality service and we will ensure our lettings team are aware of your kind review! Kind regards,

Hi Brian, Thank you for taking the time to share your kind review of Enfields - in particular Michael. It's a pleasure to read that his efforts were so well received. The team will be thrilled to hear that you received such good service and I shall share your glowing review with all involved. We look forward to helping you again in the future. Kind Regards

Dear Terry, We were delighted to read that we helped your decorating complete in a swift & efficient manner. We have long known that our people are our most valuable asset and your praise of Kate's efficiency only serves to confirm that belief. Please be assured that your wonderful comments will be shared Kate and the team. Kind Regards,

Dear Michelle, Thank you for taking the time to share your great experiences with us! It is lovely to read such kind comments regarding our sales and letting departments and especially our services provided for each. We look forward to continuing to work with you in the future! Kind Regards,