This is related to the review provided by Bradley. The shower unit failed and in the process of caused a smell of smoke. The fire brigade were called and declared the unit safe. The matter was reported to us and we dealt with it immediately in that we contacted the developer to check the installation and to replace the shower unit. This had to be ordered however was installed within a matter of days. In the time that this took there was a second shower at the property that could be used. We act for the landlord so there is no reason for them to be involved as we will sort issues as they arise. As to the call from the mother, I explained that I wanted to help however being talked over in a very condescending way without any opportunity to speak or opportunity to discuss how we might help was pointless and I am happy to standby the comment that you have quoted. To put it into context it was said because every time I tried to speak to explain what we could do to help I was talked over. As to the showers we have asked plumbers to look at the flow and they have said that there is nothing wrong with the units, they perform as they should – we are unable to fix what is not broken. As to the serving a S21 notice to end the tenancy, we have to look at all matters before deciding whether to invite a new tenancy. The reporting of repair issues is not a consideration, if items are broken we will seek instruction from the landlord and fix items asap, however we do look at the conduct of the tenancy and equally as important whether rent is paid in full and on time. Where tenants are unnecessarily difficult or they need to be constantly chased for rent will inevitably be less likely to be offered a renewal. Ultimately we want happy tenants, unfortunately there are some people that will always find reasons to complain and they tend to be the ones that are most vocal. For every negative review we will have several hundred that are happy however do not make any comment on google.