Dear Valters. It was good to speak with you on the phone and to clarify where we are to this date with the repairs of your parents’ property. We discussed how the contractor had attended to complete a temporary fix following your parents visit to the Martin & Co Office on 17th November 2022. The contractor attended early on 18th November 2022 and cleared the gutters; at this time, they also noted where the source of the problem has come from, and how to fix this. The contractor had then advised Martin & Co and your parents that they would attend the following week to complete the permanent fix to the roof. Since then, we have received news from the contractor that they were not able to attend that week due to the adverse weather conditions and the health and safety of the contracts were at high risk which in results have postponed the works until the weather settles down. We were unaware that the contractor scheduled for the job had to postpone further due to emergencies which had taken priority. Since then, we have all agreed that the works are scheduled to take place in the week before Christmas. Whilst we identified that this isn't ideal, we have been advised by yourselves that there is no active leak at present following the temporary fix, but that the windows / doors are still extremely draughty, especially with the drop in temperature. We have looked back on the requested works orders, and noticed that we had instructed the glaziers on the 13th September 2022 to arrange with your parents to attend to quote for replacing the windows. We had also asked roofers on 25th October 2022 to quote for this, however this is when the roof was leaking which was understandably a priority at that time. We have since contacted the glaziers again to which they have apologised that they had not yet attended due to the backlog of works. They have promised to attend next week (at a suitable time agreed with your parents) to quote for replacing the affected windows in the property. We have identified furthermore that there are areas of wet / mould which require treatment and redecoration. We discussed that it makes more sense to target this following the roof and window work being completed to have the best chance possible of this not returning. The works for this will therefore be carried out as soon as the other works are taken care of. We would once again apologise that this has reverted to the stage where you had to leave a negative review for our services. We very much pride ourselves on servicing landlords, tenants and contractors with empathy, professionalism, and respect, so to think that you have felt neglected is a very serious matter to us. We are grateful that you have provided us with the opportunity to change your perception of us as an Agency and do believe we will bring the property up to a suitable standard for yourself. If you have any further enquiries, please contact me directly on my direct line (01224-974140). Yours sincerely, Eduardo Prato, Director, Martin & Co Aberdeen.