Romans Winchester reviews

Thank you Rebecca for your comments regarding our Winchester office, in particular Mike Carless. I am also extremely pleased that we have more than met your expectations in terms of service. Thank you again for your comments and we look forward to being of service to you again at some point in the future. Kind Regards, Mark Wright, Regional Director - Residential Sales mwright@romans.co.uk

Hi Harry Smyth, Thank you for the great review of our Romans Estate Agents Winchester team. It’s fantastic to hear that we could provide you with a great service that you were happy with. We hope we can be of service again in future. Kind regards Romans Estate Agents Winchester

Dear Tia Daley! Thank you for taking the time to review your recent experience with our Romans Estate Agents Winchester branch. It's pleasing that we could provide you with a positive experience. Don't hesitate to be in touch if you require anything further. Kind regards Customer Care Team

Dear Chan Suk Yin Customer care is important to us so we really appreciate you taking the time to … More

Dear Jo Turney Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating! Many thanks, Customer Care Team

Dear Teej, Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating! Many thanks, Customer Care Team

Dear Gordon Thank you for the review of our Romans Estate Agents Winchester team. It’s fantastic to hear that we could provide you with a great service that you were happy with. We hope we can be of service again in future. Kind regards Customer Care Team

Thank you for your kind words and feedback on your recent dealings with Craig Banbury who has had some fantastic feedback already from many homeowners who are keen to use his experience and services in the Winchester market place. Best wishes Louis d'Espagnac, Residential Sales Director.

Good afternoon, Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating! Many thanks, Customer Care Team

Dear, Cathy Pearson, we are very happy we could provide you with a positive customer experience. Kind regards Customer Care Team

Dear Jane Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating! Many thanks, Customer Care Team

Dear Alex Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating! Many thanks, Customer Care Team

Dear David Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating! Many thanks, Customer Care Team

Dear Stuart Mcnee, Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating! Many thanks, Customer Care Team

Dear Jane Kachika, Thanks for taking the time to leave us a review , we appreciate your feedback All the best, Customer Care Team

Dear Patricia, Customer care is important to us so we really appreciate you taking the time to leave a review and for giving us a 5 star rating! Many thanks, Customer Care Team

Hi Paul, we're really sorry to hear of the negative experience you have had with Romans. We set very high standards for ourselves within our business and take it very seriously when these are not met. I have had the opportunity to discuss your review with Georgina Stickland the Property Manager who you have been dealing with recently but also review your Tenancy record and notes on our system. I can appreciate why you may have been disappointed to learn that the Landlord was looking to put forward proposed deductions to the deposit; at the end of your tenancy an independent check-out report was conducted by Oakley Jane which noted there were some items which fell under your responsibility as Tenant and these were identified after comparing the check-out report with the Inventory prepared at the beginning of the Tenancy. I am aware that you did use one of our recommended cleaning companies to conduct an end of Tenancy clean at the property although sadly the check-out report noted there were some oversights within this clean and I can acknowledge may have been frustrating to establish, as previously relayed by Georgina as the arrangement of works was made between yourself and the cleaners any concerns with the standard of work would need to be discussed directly between you. For the sake of clarity as highlighted within the Tenancy Agreement we hold the deposit as Stakeholder for the duration of the Tenancy as instructed to by the Landlord, due to our position as Stakeholder this means the deposit cannot be released without the written consent of both Tenant and Landlord, this means that at this moment in time nothing has actually yet been from your deposit as we do not have your agreement to the proposed deductions that have been put forward; Georgina is currently in the process of releasing the undisputed funds from the deposit back to you. If you do not wish to agree with the proposed deductions then as was a company let you would need to pursue this matter through the small claims court. In respect of your comments surrounding the fire feature within the property I can understand why you would be disappointed that this matter was reported but not dealt with during the Tenancy. The first time I can see an issue with the fire was brought to our attention during the Tenancy was in April alongside a boiler issue being reported, Lorraine Lowe who was the property manager at the time instructed a contractor from Gair Gas to look at both of these issues; Gair Gas advised that the fire had been capped off as a thermocouple was required, the remote needed replacing and it needed to be service. This information was passed onto the Landlord to see how they wished to proceed but cannot see we received any instruction. In our role as managing agent we are able to bring repairs to the attention of the Landlord but ultimately act under their instruction and so would not have been able to undertake works to the fire without their authorisation, I would like to offer our apologies if this was not explained to you at the time. After taking into account my points above I do not believe we have acted incorrectly however would like to offer our sincere apologies that you felt the service you received fell below the high standards we expect of Romans. We appreciate you taking the time to bring this matter to our attention, we have taken on board all of the comments you have made and can assure you that all feedback is taken most seriously. If you would like to discuss this further then please do not hesitate to contact me at jgilliland@romans.co.uk Kind Regards, Joe Gilliland Customer Care Manager

Hi Blair, we're disappointed to hear of the negative experience you have had with the Romans team at Winchester. it can be evidenced that the co-tenant from your Tenancy has also voiced similar concerns within another review which I have been in contact with them about and attempted to address their points. As explained to your co-tenant I do not believe Romans have acted incorrectly as we are instructed by the Landlord to hold the deposit as Stakeholder for the duration of the Tenancy. This means that we are unable to release the deposit without written agreement from both Tenant(s) and Landlord. I feel it important to highlight that deposit deductions were proposed on behalf of the Landlord after we compared the independently conducted Inventory from the beginning of the Tenancy to the independently produced check-out from the end of the Tenancy. Due to the issues you have experienced you have mentioned that other tenants should make note of anything they notice within the check-in report; this is encouraged as it helps assist with the check-out process and within the disclaimer of the Inventory you were provided at the beginning of the Tenancy you were reminded that it is your responsibility at the start of the tenancy to point out any specific discrepancies on the Inventory. In regards to your points about conducting repairs yourself it does mention within your tenancy that any defect should be brought to the Landlord or agents attention immediately and that a tenant would only be expected to make good defects which have been caused by the Tenants. It can be evidenced that you have now agreed with the proposed deductions to the deposit. If you did not agree with the deductions that were put forward then you did have the option to raise a dispute with the TDS which we did suggest to your co-tenant that you do and provided the deadlines for you to do so. If you wish to discuss this further then please contact me at jgilliland@romans.co.uk. Kind Regards Joe Gilliland Customer Care Manager

Hi Sarah, we’re saddened to read your comments about our team at Winchester. We regret to hear that you feel communication from the team was not up to the high standards expected of us, as a business we understand the importance of providing a high level of service to our customers and recognise the role that effective communication has in allowing us to do this, we would like to offer our apologies for any breakdown in communication that you feel was experienced during these matters. From speaking with the team at Winchester they have acknowledged that there was a point where information was requested which was not sent across and we’re sorry that this wasn’t done. I can assure you we do not discriminate against applicants who are self-employed as we are eager to help everyone in their search for a new home. As we market properties on behalf of the Landlord to find tenants we do have to ensure they meet the affordability for rental payments and we have a referencing process in place undertaken by a third party referencing company which allows us to do this. The process in place comprises of financial credit checks as well as obtaining references from current or previous employers which sadly cannot be verified with those who are self-employed . We recognise how important our customers comments are about their experience with us as ultimately it is this which allow us the opportunity to evaluate our service and see how we can improve moving forward. When taking into account the above whilst we recognise there was a slight oversight due to information that was requested not being sent across we do not believe we have acted incorrectly however would like to offer our apologies that you feel the service you received has not met the high standards expected of us here at Romans, should you wish to discuss this then please reach out to us on 01344758596. Kind Regards, Romans

Hi Cassie Thank you for taking the time to review your recent experience. It's pleasing to read the great comments about Amber and glad she and the team could provide you with an excellent service. We hope to continue to be of assistance. Kind regards Romans

Hi Matthew Thank you for the recent 5 star review of our Winchester branch. It's very pleasing to read your comments and we are glad Phil and the team could provide you with a positive experience. We will be sure to pass the feedback on. Don't hesitate to be in touch if there's anything else we can do to assist at any stage. Kind regards Romans