Cosey Homes Chartered Surveyors

Dear JHG, thank you for your review. Whilst we are sorry you feel this way and appreciate it is your prerogative to air your views should you feel let down by the product or service received, we are obliged to contest these comments as they are misleading and/or untrue. Regarding the payment reminders, the reason for this was disclosed to you privately when you first raised this issue but for the benefit of any the reader, the reason several reminders (not strictly about payment) were sent is because you made multiple enquiries through our system; the system then automatically sent reminders for those other enquiries. As noted, this issue was addressed and resolved privately when first raised. Regarding the allegation that you were not told when the survey would take place, this is not correct. The colleague who booked you in has confirmed and provided evidence that you were made aware when the survey would go ahead, at the point of booking. Regarding your comment that it took 7 days to receive the report, whilst this is true, you are referring to calendar days which takes into account non-working days, whereas we refer to turnaround times in terms of working days; so yes you did receive your report on the 7th day, however, this was not in any way late, with it actually being the 5th working day, which is what we advise we aim for at the point of booking. Regarding the turnaround time for other surveying firms, we cannot comment on other firms' practices, however, we can say that to receive a report within 24 hours is in no way indicative of the industry average. We offer a very competitive turnaround time on reports. Kind regards, Jake Scraggs, Customer Experience Supervisor

Dear Matthew, thank you for your feedback. We appreciate that time is of the essence in some circumstances and can assure you that we always endeavour to provide the report in as short a time frame as possible, however, we cannot guarantee that there will not be delays (especially if the property is larger or the survey more complex) and this is precisely why we do not make promises that a report will be delivered on or before the 5th working day. We advise upon booking that we 'aim' to deliver reports by the 5th working day, as this is the typical amount of time it takes for a standard residential home survey report to be produced, quality checked and sent across to a client; this is only a guideline however. I can see from our records that your report was delivered to you on the 6th working day. We are sorry if you feel missold, however, we do not share this view and strongly contest that you were ever provided with assurances the report would be delivered no later than the 5th working day. Kind regards, Jake Scraggs Customer Experience Supervisor