Hi Alice, we have been expecting your review.
It is unfortunate that you have felt the need to post this across a number of review platforms as it creates a negative perception of our business practices.
Since you have made your grievances public, we feel compelled to address the following:
- In our terms and conditions we make clear the obstructions that can prevent a survey from being undertaken to its’ full extent. We cannot be expected to remove individuals, (especially children who are asleep, a factor which you have purposely chosen not to mention).
Even so, the room in question had no damp detected at the time of inspection, and was inspected adequately, as evidenced by photos previously provided to you.
- All issues mentioned in your complaints were addressed thoroughly by the surveyor. As a reminder, the surveyor can only comment on defects as seen using non-invasive methods of inspection, as per RICS guidelines.
Regarding the electrical issues, you were advised to consult a relevant specialist.
Again, as per our terms and conditions the cursory checks of electronics are stated as we are not specialists in electronics.
As a survey is provided to you prior to exchange, you are intended to take the advice given to you in the report before the purchase is made.
- After investigation was conducted internally on receipt of your complaint, we concluded that due diligence was undertaken throughout the surveying process.
As per our complaints handling procedure, after no agreement was met between both parties, you were provided with the details of our independent redress provider with no resistance.
- It is unfortunate that based on this turn of events you have found us to be obstructive, as we have done all we could possible to address your concerns fairly and amicably.
We pride ourselves on great customer service so this would be the last outcome we would hope for.
We cannot however be held to ransom by clients pursuing compensation after failing to pursue the advice given to them in the survey, more than one year after the inspection has been conducted and after numerous seasonal changes, while failing to accept that their listed defects were not detectable at the time of inspection, even upon receipt of photographic evidence.
We wish you the best with the necessary repairs of your property and await the outcome of your claim via our independent redress provider.
