Thank you so much for taking the time to leave a review. We are very sorry to hear that you found setting up the most recent tenancy unnecessarily complex. I believe this was a changeover of Tenant, which we call a Tenancy Swap. These can often be complex and depending on the situation, take longer to complete than a brand new tenancy. The agent is reliant on all parties cooperating in order to put the documentation in place, and we do sometimes find that as the Tenants are already in possession of the property when a swap takes place, there is not the same sense of urgency on their side to action the required documentation, references, deposit swap information, ID checks etc. Due to the new legislation relating to Right to Rent, this also has impacted agents having to carry out further enhanced checks at this point. You are correct that we take the legal and compliance responsibilities seriously, but we do this to protect our clients’ interests just as much as our own. Our aim is to always ensure that both parties are protected always carrying out the administration required thoroughly. As legislation becomes more onerous on Landlords thus increasing the responsibility of the agents role in letting property, it is certainly a challenge to balance this with the consumer experience, and we are very sorry if you felt that the administration involved affected our service to you in anyway, this is certainly something that we will review and look to ways of improving on this in the future. If you would like to discuss this further, please contact me on replies@chestertons.com
