We had to request to go to the ombudsman before our issue were resolved. The MD ignored our emails and phone calls for weeks. Edit - This relates to our rental property in Orchard Road in April 2021. I'm sorry it has taken me so long to write this review. Hopefully lessons were learnt from my situation and the same thing hasn't happened to anyone else since then. I'm not trying to hide my identity, this is a very public profile. I still have a copy of the months long email chain between myself Peter Maskell where I request a copy of Brock Taylors complaints procedure and where I say we are ready to go to the Ombudsman if the issue couldn't be resolved by him. My issue was not with the fact that mistakes had been made but with how the lettings team and especially Peter dealt with the mistakes. It is interesting that Peter was able to reply to my public review with half an hour on a Saturday but would ignore my telephone calls and voicemails for days and weeks back in 2021 when I was desperate to look after my tenants and get asking for compensation for additional costs I incurred due to the mistakes.