Hello there
Thank you for your feedback and comments, we appreciate you contacting us to let us know about your experience.
There are strict Right to Rent checks imposed by the Government that we must carry out prior to renting a property. You will have been sent a link with the ‘How to Rent Guide’ which contained details on why we do this.
Goodlord are also required, by law to carry out their own checks and will require the same documentation. Whilst it may appear frustrating, we are not permitted to forward any information to Goodlord on your behalf as they are required to verify the information you provide through their portal.
With regards to Goodlord being viewed as a fraudulent transaction, they have partnered with a company named Modulr that provides a new type of virtual payment account that supports a faster, easier and more reliable way to move money. Modulr is authorized and regulated by the FCA as an Electronic Money Institution. This is a new virtual banking method and Goodlord are in the process of speaking to major banks to streamline this issue to avoid problems in the future.
The delay in your link for payment being sent was because your guarantor did not upload their documents until 3 days before, they too had to pass referencing before a Tenancy Agreement could be sent to you. Once your agreement was signed by all parties, a link to pay would automatically have been sent.
We apologise if you felt that members of staff were rude, this has been fed back to the branch. However, you must appreciate that we have processes in place to ensure that we have confirmation that keys can be released. Goodlord sends confirmation of payment to our Applications team and they inform the branches. Whilst you may have a confirmation email, the applications teams must confirm to the branch that they also have an email to state that payment is received.
We hope the above provides more clarity and would like to wish you well in your new home!
Kind regards
Salena West
Customer Service Manager
