Robinsons estate agents in Chester Le Street, Dunstable and Reigate

Hi Ella, just received your message, sorry you have had difficulty in trying to reach us, we have been especially busy over the past 10 days but are all in the office now if you wish to try once more, alternatively, my Direct Dial number: 01582 661112 ext 320, or email: mark@robinsons-estates.co.uk where I will personally assist with your enquiry.

Very much appreciated Jim, we want to know when things go right as well as when things go wrong and to hear ideas on how we could do things better. Unfortunately we do sometimes make mistakes. If this does happen we want the opportunity to say sorry and put things right if we can, in this case... we got it right!

Thank you for your feedback. I'm very sorry to hear that you weren't completely happy with your experience with us. We pride ourselves on providing a good service to both our tenants and landlords but in some cases we do get it wrong and If we have made a mistake we will say so and let you know what we will do to put it right. We take complaints about our service very seriously. You surrendered your tenancy October 2013 and you wrote your review August 2014 (10 months following the event) unaware of your complete dissatisfaction. The reason I believe for your upset was the proposed deductions made to your deposit following our check out procedure. In order to resolve this quickly a dispute was raised with the TDS (The Deposit Service) for an independent adjudication. In their conclusion they (TDS) may an awarded to the landlord for £140.00 from your deposit towards damages to walls requiring repair/s, additional damage caused to bathroom fittings and a large burn mark (iron) to the bedroom that was covered/hidden by a red rug. As a managed letting agent, making any deduction from a tenant/s deposit is not something that we take pleasure in or gain from, but we have a duty of care to maintain the landlords investment.

Thank you for your feedback. I'm very sorry to hear that you weren't completely happy with your experience with us. We pride ourselves on providing a good service to both our tenants and landlords but in some cases we do get it wrong and If we have made a mistake we will say so and let you know what we will do to put it right. We take complaints about our service very seriously. You surrendered your tenancy October 2013 and you wrote your review August 2014 (10 months following the event) unaware of your complete dissatisfaction. The reason I believe for your upset was the proposed deductions made to your deposit following our check out procedure. In order to resolve this quickly a dispute was raised with the TDS (The Deposit Service) for an independent adjudication. In their conclusion they (TDS) may an awarded to the landlord for £140.00 from your deposit towards damages to walls requiring repair/s, additional damage caused to bathroom fittings and a large burn mark (iron) to the bedroom that was covered/hidden by a red rug. As a managed letting agent, making any deduction from a tenant/s deposit is not something that we take pleasure in or gain from, but we have a duty of care to maintain the landlords investment.

Thanks very much for your feedback. I'm very sorry to hear that you weren't completely happy with your experience with us, whether an error was made on our part or some miscommunication, I'm not sure. We had agreed a sale on your property in June 2011 and the sale unfortunately didn’t proceed due to changes you had made to your property, in regards to conservations issues, preventing the buyer to gain sufficient funds to proceed with the purchase. However, your review was written February 2014 (3 yrs following the event) and we were obviously unaware of your dissatisfaction but would welcome the opportunity to sit down with you and discuss further. Mark Robinson