I'm sorry to hear that gillianr2. It sounds like they have a regulatory visit about to start and that this is their priority right now.

You may wish to make a written request to your trustee personally on the off-chance that it helps by bypassing the frontline staff.

Thanks TD Assistant, we only have the name of the trustee, no contact details ect and I doubt the compnay would be very happy if they are bypassed like that.

I'd never heard of any letting agent asking for a trustee letter before, wonder if that's common practice. Anyway my husband has called them back this afternoon and told them will be a matter of weeks before they would even look at it let alone actually agree to a letter. The agent then said they would contact the owner to see if we could go ahead without a letter from the trustee so it doesn't seem to be part of checks the agent needs themselves, strange. We already have a guarentor lined up and income protection insurance so the rent is guarenteed.

That sounds positive gillianr2. Fingers crossed for you that the landlord has an open mind.

Yeah really hope so. My nerves are shattered already and the process hasn't even really began yet 🙁

I'm also very nervous about voluntary surrender with the house, I don't really know what we are menat to do or how to do it.

I'm afraid that there is probably no right or wrong answer to that question gillianr2, but hopefully the advice from the experts on previous threads will help you to deal with the various parties involved.

I don't think it is going to be easy because the outcome you want will have consequences for the trust deed creditors and the mortgage lender. That doesn't make it impossible though.

How long does it take a case manager to pen a 2 lined letter to say that the rental is affordable within the expenses limits of the trust deed.

Disgusting behaviour and the idea that a regulatory visit results in poorer customer care makes my blood boil. If it wasn't for us inconveniences also known as customers,there would be no trust deed firms!

Paul

I agree Paul, we told her that we appreciate they have alot on but to give us now idea of time wasn't great for us. To be honest her attitude has always been less than pleasant 🙁 All the worse though for her boss to tell the receptionist she wont speak to my husband as this other girl is his point of contact. Very unfair I think.

Ah Gillianr 2 !
Why do people not show any empathy? The person to whom you refer must surely know what type of business she is in and a little more understanding wouldn't go amiss!
I do hope all goes well Gillian
Kind Regards
Toby

Thanks Toby. We have always known what she was like from the start, unfortunatley after it was too late to change companies as my husband originally chose a DAS with a different representative for the company who was genuinely lovely and helpful but after a few months he decided to go for the trust deed and the same rep set it all up but then said she wouldn't be dealing with trust deeds so this other lady is your new point of contact. Unfortunately she has never been helpful, is usually a nightmare to get a hold of and never acknowledges emails ect until you chase her a couple of times and then you usually get a reply weeks later 🙁

It's very frustrating to say the least, the sooner this trust deed is finished and we can move on the better hence I hoped she would listen and help with the letter for the letting agent as it would mean the trust deed could end alot earlier but she def wasn't listening, let alone writing any of the info down to pass on to the trustee and now we can't even complain about her as her boss wont talk to my husband as she said this other girl is his rep 🙁

could you summarise how you're being treated in a factual way and send it for personal attention of the boss. Even if he/she doesn't want extra work, surely they must have an interest in the experience of customers. If nothing else, they must be aware you are likely to share your experience and warn others off.

That's a big downside in the industry tho-not too many conversations take place on facebook/school drop-off etc around IP comparisons.

Hope you get progress soon.

Hi Pamjo, thanks for that, it's a really good idea. We are hoping the letting agent will go ahead without the letter (keeping everything crossed - we should hear today eek!. If the agent does go ahead without the letter and it all goes through then we will be able to pay more in to the trust deed so it would be a good idea when writing to inform them of the extra money available we could also state the problems we have been having with this particular rep. I so hope it all goes through as we can get the extension slashed and get rid of this trust deed asap and move on with our lives. The trust deed itself is no problem, its's the person we have had had to deal with that's been awful. It's a shame that there isn't a way of porting your trust deed to another company if you are unhappy as we really feel like we are being treated awful by this girl and get the impression she looks down her nose at us 🙁

It's always sad to read of situations where trust deed firms, who are being paid thousands of pounds in fees for providing a service, cannot respond promptly or with politeness. That's got to be the absolute minimum standard.

I agree, very disappointing service - as plasticdaft says, how long does it take to send a quick two-line letter out?

Hi all

This unfortunately appears to be the norm with some firms. All over people at the start and then once things are signed, you're consigned to the back room.

Mark