Nicholas Humphreys estate agents in Manchester, Nottingham, Stoke On Trent and 14 more

Hi Hakem, thank you for your feedback. While it is regrettable that you feel this way, when we initially booked you in for a viewing you were advised that you were to be the first to view on the Saturday which was still the case on the day, we did have subsequent viewings booked in to follow yours. We attempted to contact you on the number that you provided however could not get through to you and for some reason couldn't leave a voicemail for you. We do endeavour to provide a smooth service during the viewing process and apologise if you feel that this wasn’t reflected in the service that you have received. If you wish to discuss this matter further, please feel free to contact me directly dominicm@nicholashumphreys.com, Best Wishes

Hi Sam, As per my email, please see the timeline of events relating to your tenancy; 22/11/16, An email was sent your landlord and the NJH office manager requesting that viewings are not to be carried out in your bedroom when you were not present. You also mentioned that you had not be given a full 24 hours notice prior to the viewings. *Please note - as standard company procedure, we will always give notice when a viewing is booked in, often this will be a number of days before the viewing. I cannot make an educated response without knowing further details of the dates and times of the viewings but can only apologise that you do not believe you received a full 24 hours notice. 8/12/2016, A follow up email sent informing NJH that although you had received notice for the viewings and you were present at the property you were still unhappy with the viewer entering your room but would be ‘happy to arrange times for viewings when I will let them in but I am currently extremely unhappy with the conduct of the estate agents that have been visiting’. 9/12/2016, After looking into your complaint, I advised that further training would take place if and where needed to ensure this did not happen again and also gave the following advise ‘We would have no intention of causing you any further distress surrounding this situation. I would suggest moving forward the best solution would be for you to leave a note on your door when a viewing is happening to notify the viewer that you do not wish for your room to be accessed. Please also confirm which room you are in so I can make a note on our system.’ 9/12/2016, You advised which room you were in and thanked me for the help. 12/12/2016, I advised that the following note had be added to our system ‘Please make sure sam****@****mail.com is always notified of viewings - he does not want his room to be accessed without permission. I have asked for him to put a note on the door if he does not want us to enter. Please make sure you always knock and wait for a reply and leave the rooms how you found them (lights & locks etc). Please copy and paste this into the viewing appointment every time you book this property in so the viewer is aware. JW’ As of the 12th December 2016 I had no further correspondence from you regarding viewings so I can only assume that the issue did not happen again. Regarding the deposit, as you are aware we did not manage your property for the majority of your tenancy. The property was sold during the end of your tenancy and we took over the management in June 2017. In order to return your deposit in a prompt fashion, your checkout inspection was carried out prior to the end date of your tenancy by an NJH representative (28th July 2017) to assess any deductions and works to be completed at the property and return your deposit accordingly. I have no interest in passing the blame or diverting any accountability away from Nicholas Humphreys as we are the managing agent and company you were dealing with directly, this being said, we are unable to action a deposit return until we are in receipt of the required funds. Please be advised, looking through our records, we were still chasing bank details to return the deposit in September, again we are unable to return any deposits without this information. All the best Jodie ------------------------------------------------------------------------------------------------------------------------------------------------------------------- Hi Sam, Please can you contact me directly to confirm which property you lived at as we do not have you on the Nottingham database and I would like to investigate your comment further. Thanks Jodie jodiew@nicholashumphreys.com

Hi Iggy, Thank you for your feedback. Please be advised, we take the handling of all documents very seriously and are constantly reviewing all procedures and looking at ways to improve our service. I believe you visited the office earlier in the week to borrow keys as you had locked yourself out of your bedroom. Although we do not manage your property and therefore all contact would usually be between yourself and your landlord, the team advised that if you could provide the office with your ID we would be able to lend you our set of keys. The above is an example of one of our procedures in place to protect our tenants. As we let to over 2,000 tenants over Nottingham, unfortunately it is impossible to know of every tenant and therefore we require ID before we are able to release keys. This is in no way to appear unhelpful but instead to avoid jeopardizing the safety of our tenants. Regarding the mold, damp & plumbing, as mentioned above, unfortunately as we are not the managing agent we have no involvement or control in the running of the property, this being said, we can try to advise on certain issues so please do not hesitate to contact us if needed. Without further information, I am unable to give you an overly informed response in regards to the viewing you had with us in December 2016. Although we confirm all viewings on the day, after this we are unable to control whether all groups attend their planned viewing. Best wishes Jodie