The Walmsley Group
Lacking personal contact
I found it disconcerting to have absolutely everything online. All the paperwork I have had other agents hand to me, explain and have signed in a few minutes took me many hours to figure how to download, print at the library, sign electronically and send back.
B
Beverly
Tenant
We were surprised and disappointed to receive your one-star review, especially given the level of support and communication you received throughout your leasing process — which, in our experience, was substantially more than is typically required.
It seems you may have felt overwhelmed by the digital process. That’s understandable — navigating new systems can be frustrating when expectations don’t match preferences. What’s confusing, though, is that during our phone calls you mentioned being “quite good with computers,” and at no point during our many emails or calls did you mention struggling.
The only issues you raised were about specific clauses in the lease and property features — such as external blinds. All were responded to promptly and in detail. You also sent multiple emails quoting lease terms, which suggests you were actively and confidently engaging with the documents.
We also want to clarify that paper copies were always available on request, and the Entry Condition Report you referred to has a clearly marked “Print Here” button. We are always happy to offer alternatives — and do so regularly for other tenants — but we can’t assist with concerns that aren’t raised.
I also personally called you to discuss the review and understand your concerns. During that conversation, you shared that you weren’t raised using computers and preferred paper-based communication. That preference is absolutely valid — but it’s also something we could have easily accommodated had it been communicated earlier.
The bottom line is: with the amount of communication we had, you never indicated you were struggling. Had you voiced that, we would have assisted — as we do for many others. Unfortunately, you’ve chosen to keep your one-star review, which we feel doesn’t reflect the service provided.
responded on 12 Apr 2025
