Countrywide has let slip that it is to begin replying to unflattering reviews its agencies receive via online platform AllAgents.
Its change of heart was revealed yesterday after a tenant posted a one-star review of the service they had received from seven-branch Kent and Sussex agency Ashton Burkinshaw.
The company received a very poor review from a tenant who had rented a property via the agency in the village of Tenterden near Ashford in Kent.
This unnamed individual complained of significant money taken from their deposit following check-out and that the firm’s property manager had been ‘snobbish’ and ‘superior’.
Ashton Burkinshaw’s local franchise hold Jeremy Jago replied, explaining that “until recently our policy was not to response to these reviews [but] this has changed which is why we are responding now,” he said.
“We did not manage the property so had little influence over matters during the seven months that the tenancy lasted.
“Of course we appreciate that no tenant likes having claims made on their deposit but unfortunately, the property was left in such poor condition compared to the start of the tenancy even allowing for wear and tear, that we had no choice but to make fair and justifiable claims for cleaning and repairs as well as rent arrears.
“Ashton Burkinshaw gains no benefit by making claims on tenants’ deposits (in fact it causes us a lot of extra work) but we will not hesitate to carry out our professional duty for Landlords in making fair, reasonable and justifiable claims on deposits on their behalf – even if it does result in a bad review.”
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