Hi Georgia. Thank you for your review. While we appreciate you sharing your views, it is important to correct a number of inaccuracies. Firstly, the boiler at the property was newly installed on the 3rd May 2023, mid-tenancy, so it is not correct to suggest you endured two years of issues with the same system as you vacated less than 2 years after the installation. We also have not experienced any issues with the same boiler since you vacated the property over 12 months ago. To clarify, all repairs are instructed to third-party, qualified contractors, and whilst delays can sometimes occur due to parts availability or scheduling, we do not ignore urgent issues. Emergency call-outs are always available, including at weekends, where the matter meets the legal definition of an emergency. Regarding the fencing, the repair did take longer than we would have liked, but this was due to the legal owner needing to investigate deeds to establish ownership and responsibility before any works could be instructed. As soon as this was confirmed, the repair was completed. With regard to your deposit, deductions are not decided by Cope & Co. alone. They are processed strictly in line with the Deposit Protection Scheme regulations, which protect both tenants and landlords. Where there is any disagreement, an independent adjudicator decides the outcome. No charges are made arbitrarily, and tenants always have the right to raise a dispute. It is also not the case that Cope & Co “owe landlords money”. Landlords are paid promptly in line with their tenancy accounts, and any claim to the contrary is unfounded. We are sorry you feel dissatisfied, but your description does not accurately reflect how we operate as a regulated letting agent. Cope & Co has many long-standing tenants and landlords who value the professional service we provide, and we remain committed to fair, transparent, and prompt property management. In the meantime, we would point to the many positive Google reviews we continue to receive from both landlords and tenants, which reflect the standards of care, responsiveness, and professionalism that we work hard to maintain.