Bakemans Limited - East Midlands

Dear Adam, We have taken on board your feedback and would like to confirm that your complaint has now been investigated with the following outcome. According to our records the survey was carried out on 9 Jan 2020. The initial interim report was issued on 16 Jan 2020 after 5 working days - we offer a 3-5 working day turnaround to issue an interim report, which was met. The full survey report was issued on 28 Jan 2020 after a further eight working days, three days over our usual turnaround time of ten working days, due to staff Christmas holidays and sickness affecting our usual turnaround times. We do apologise for this. The reason for the re-issuing of the final report a week later was due to some reports over this time period becoming corrupted according to some of our customers, so we reissued your report again which we did explain in the email sent to you on 4 Feb 2020. Photo 66 mentions mould noted to the roof felt by way of dark mouldy spots which were probably due to a lack of ventilation. Photo 67 mentions possible penetrative dampness to roof timbers and that access was restricted due to there not being a proper loft hatch but a small and restrictive eaves hatch. Again, this was explained on the survey report, where we have the potential of unlimited photos being taken during the survey and comments being made for each photograph to make the survey more understandable and transparent for our customers. Your internal complaint was raised on 3 February 2020 and the official response was provided on 28 February 2020 which equates to nineteen working days which is within our target of twenty one working days. We cannot make a comment on the cellar issue as this is a third-party view which our surveyor has no knowledge of. Our surveyors are fully qualified Chartered Building Surveyors with a minimum of twenty years’ experience in the industry. Although every effort was made to appease your internal complaint, we were unable to refund you the cost of your damp and timber survey undertaken by a third party which was bason on a recommendation of our survey report to ensure there were no adverse issues in the loft space which would affect your purchase, especially since the access was so restrictive. We attempted to highlight the potential risks in relation to the property which were visible to our surveyors at the time of survey and the responsibility to investigate those risks further are down to you as the client, which we cannot take liability for. We apologise we were unable to meet your expectations on this occasion, and we will be happy to offer you a discount on your next survey product with us, should you choose to return. Wishing you the best. Bakemans Limited Chartered Building Surveyors

Thank you for your feedback. Having checked our records, the initial interim report was issued within our quoted timeframe. The full report was issued three days outside of our usual timeframe due to a particularly busy period which we apologise for. To our knowledge, any calls received were responded to as swiftly as possible and updates provided. We have two office phone lines and an out of hours service in operation 24 hours a day - If our phone lines are engaged, a message can be left with our out of hours colleagues to request a call back. Please provide Bakemans Ltd with the dates and times we were not available so that we can carry out an internal investigation. Apologies for any inconvenience caused.