Saturday 4th November 2021 Hi James, thanks for your feedback. Very concerned for your comments as this situation does not reflect our very high standards, thus it needs serious reviewing. Please reach me on 01224-974140 to discuss. Best regards, Eduardo Prato, Director, Martin & Co Aberdeen Update Wednesday 8th November 2021 Hi James, I have not received yet any phone call or email from you. In the meantime please find below a summary of the timeline of your tenancy: 14/08/21 - Negotiator on the day of move in assisted the tenants to a level that was well above what it was required. 16/08/21 – Tenants moved in and have received the inventory report clearly stating they have a period to ensure they are happy with the condition of the property. 16/8/21 – All parties signed the inventory report confirming there were no discrepancies, and they were happy with the overall condition of the property. 16/08/21 – Tenant reported no hot water. Kelgas (plumber) attended on the same day. There was no fault found with the boiler, the dial was turned down low resulting in no hot water. Out of good gesture the landlord covered this charge. The tenant brought to our attention the floor and water tank was becoming a bit disrepair. The tenant has also mentioned they were not happy with a stain on the mattress. 17/08/21 – Landlord carried out a further legionnaires risk assessment. No risk was found, and the water tank was deemed safe. We also chased the tenants to send a photo showing the mattress as this was not labelled on the inventory and we wished to rectify this. To date we are yet to receive any photos. 18/08/21 – We instructed Kelgas to inspect the floor under the water tank. 16/09/21 – We had received a report from the tenant that they believe there is mice in the property. Pest control was instructed on the same day to attend and carried out two visits to ensure the issue was resolved. 22/09/21 – 28-day's notice to quit was provided by the tenant (only 36 days after they moved in), as they had purchased a property. It was a very quick time to find a property, exchange and complete a purchase. 27/09/21 – Tenant reported a faulty light switch in lower ground bedroom. Electrician was instructed same day. 27/09/21 – We received confirmation from tenants and contractor that the floor under the water tank has been replaced. 28/09/21 – We received the invoice and confirmation from tenant they are satisfied with the repair. 29/09/21 – We had requested a photo of the garden as we did not hold one on file. 30/09/21 – We received confirmation from tenants and contractor that the light switch has been replaced. 20/10/21 – Tenants vacated premises. 26/10/21 – Outgoing inventory prepared by Ensure Services Ltd (independent inventory company) was received by tenants. Report showed that items had been left in premises by the tenant. Tenant requested for us to retrieve items from the property (because otherwise the landlord could charge for those items being left at the property). Although this is not a task included in any of our services, our staff visited the property and retrieved the items requested by the tenant and brought them to our office for future retrieval. 12/11/21 – Deposit proposal was generated to find that the shed window had been broken. We had contacted the tenants to mediate and to investigate further. 12/11/21 – Tenant had suggested that this must have been a few days after moving in and the children were only playing with stones in the garden. 13/11/21 – Landlord sought after the deposit for the shed window as this was no fault of the landlord. If you remain unsatisfied you can approach The Property Ombudsman, an independent redress body who will make sure that you as a customer have been well served. As members of The Property Ombudsman we'll adhere to their final resolution. Alternatively call me on 01224974140. Best regards, Eduardo Prato, Director, Martin & Co Aberdeen.