As the name used in the review does not correlate it was not easy to identify who wrote this review however I am now aware of the author. You complained about the “hardness” of the carpets which the landlord agreed to replace (at a cost of £1,700) and on the evening before the contractor was due to fit them you cancelled and you have not contacted us since to rearrange. You reported an issue with the oven and hob on a Sunday and we had an electrician instructed to come to you the next day. Unfortunately (and outside our control) he could not attend and therefore we instructed a second electrician that met you at the property on Wednesday. He could not diagnose the issue and so we instructed an appliance engineer to contact you the same day. He has told us that you could not make yourself available until the following Monday. He went to the property as arranged and fixed the issue – a new element. Whilst the second issue was ongoing you called the office and screamed at my team. I understand that you were frustrated however I am not sure how you expect to achieve anything by being so disrespectful. We are more than happy to help. Good tenants are a pleasure to accommodate so why would we do anything to ruin a relationship. When people shout and swear at my team I am more than happy for them to terminate the call, why should they have to tolerate such behaviour? If that means we are rude then so be it. It is a shame that we cannot leave reviews on tenants. We act and are paid by the landlord. Notwithstanding this we have a duty of care to tenants and we will always go the extra mile to try to help. However sometimes tenants can look to avoid their obligations and will often blame agents or landlords to get their own way. Sometimes we have to point out to tenants that we cannot simply acquiesce to requests that either we have no power to decide or that Kevin Hall Director – Martin & Co (Ashford)