We are very disappointed to have seen your review and looked into this in detail with the branch and staff involved. From our review of the situation, we have seen correspondence from you during your tenancy which is contrary to your negative feedback which is actually complementary of our offices service. We appreciate when tenants want to break a tenancy agreement earlier without giving the correct notice and the landlord refusing their request this will always cause a negative response but this is not the agents fault. Your definition of a collapsed roof is also unfair. It was a leaking roof during lockdown which you were being called several times by our office late in the evening when you reported it which was temporarily covered the next morning and a full repair shortly after. That said we are always looking to improve our service whenever possible and are open to honest feedback and would like to take the opportunity for you to email finchley@ellisandco.co.uk with a suitable day and time for the Director to contact you.