Thank you for your review Steve and I am sorry that you feel our service has been worthy of one star. As promised I have looked into the matters we discussed. There have been a total of 6 maintenance issues over the last 4 years. The most recent of which you advised prompted you to place the review. You confirmed at the time of our call, the issue you reported less than 24 hours previous had already been resolved by the time we spoke. I am sorry we were unable to respond any earlier but the opening of your back door to allow removal of your washing from the line, can not constitute an emergency. In this regard I feel we have acted swiftly enough to resolve things for you and can not see where we have caused any delay in responding to maintenance requests from you. Update (Christmas 17 edition) Hi Steve, you reported an issue with your shower to us as you had not managed to speak with the contractor the previous day and we responded the same day. We were in contact with you over the holiday period and the whole repair was complete within 7 days (including the New Years holiday) . Shower replaced and new shower wet wall installed. It is clearly incorrect and misleading to say that any of our clients went 10 days without any support.