Kelly Associates

Dear Customer, Firstly, we are happy that you found the process of booking your survey to be straight forward and the survey report was to your satisfaction. We are also sorry that you found our follow-up service not to your complete satisfaction. I have looked into this and can confirm that your surveyor did in fact try to call you on the provided mobile phone number to discuss your queries, our call log shows that he called several times and each time he was unsuccessful in getting through, it was almost as if the call was rejected and not answered. Also, your queries were explicitly dealt with in the report in any case and seemed to be more general comments as opposed to actual queries – in any event, I am satisfied that your surveyor responded to you in a timely manner. Turning now to your allegation that the surveyor somehow compromised your position, you have not provided any details on this and therefore it is very difficult for me to comment. However, the surveyor in question refutes this accusation entirely.

Dear Customer, Thank you for your review. I have personally looked into the points you have raised and from what I can tell our commination and level of service was up to our usual high standard. We responded to all your queries in a timely manner, and you did not raise any concerns with us directly, hence we are a little surprised to read your comments above. Regarding your receipt, I understand that you paid for your survey by internet banking as such we would not normally send a receipt as you have confirmation of payment on your bank statement. The fact that you asked twice for a receipt is regrettable, but I understand that you did receive your receipt within a few days of asking. We wrote to you confirming the date of the inspection and the inspection took place on this date; therefore, unless this date had to be changed for some reason we would surely not need to contact you again to confirm what we had already confirmed? With regard to access to a requested area of the flat, I assume you are referring to the roof void. We were advised by both the vendor and the agent that this area does not fall within the demised area of the flat, and in any event the hatch was about 4 meters above the floor level and so access could not be gained. We were also advised by the vendor that they had never opened up the hatch and they though it had been sealed up. You also stated in your initial email that you understand that the surveyor may not be able to gain access to this area. You were also advised that surveyors use standard 3.1m ladders, therefore, accessing a 4m high access hatch would not have been possible to do safely. Finally, the report was issued in line with our agreed time scale, I am therefore not sure why you would say that it was a day late.

This was a very unfortunate event and we do issue our terms and conditions clearly to both the customer and the agent. This is not something we want to happen, and we do everything we possibly can to make sure we have access as planned. As you can see from all our other reviews this customer is our first ever complaint. Unfortunately, on this occasion the vendor was not there when we arrived. We chased the agent and they chased the vendor, we were advised whilst waiting outside the property that the vendor had been called into work and not advised anyone, therefore we gave 50% of the fee back to the purchaser “as a goodwill Gesture. Our terms and conditions clearly state that if an appointment is cancelled within 24 hours for an reason that the full fee will apply. On this occasion this was the fault of the vendor. I would dispute that there were snarky comments and sarcastic emails we are a professional company that gives a good service, as you can see from all our other reviews this was an unfortunate event. That cost us as well.