Hi Karl, How time fly's..! I do remember our 'tricky' case, although its a few years back now. Sam is on a mission to sort the block insurance claim out for you, it has driven her to almost distraction but she has the bit between her teeth and will see it resolved. A Letting Agents job, is to make things run as smoothly as possible. Collect the rent, maintain the property to a good let-able standard, conduct works or repairs in a timely and cost effective manner and minimize voids. I do also think that when things get tough, that's when you need your Agent to stand up and be counted. I do believe this is what we genuinely do. I do appreciate you business over the last 12+ years, as well as your review and rating. Many thanks and kind regards. Ian