Dear Ana I am currently overseas but due to our absolute dedication and concern for our clients past and present, I have been forwarded your review. I must wholeheartedly reassure you that on no occasion were you given the 'wrong information 1. As per the email to you 10/9 it was explained that your landlord had changed his mind mid-way through your application stage to change your tenancy to a 'let-only' service and not 'managed to which you most kindly replied ' thank you, it's all clear now, have a good weekend!' This change meant your original document had to be shredded, a different contract compiled and your fees were reduced as we as the agent no longer had to provide an inventory. This was all explained to you but I can see now that this clearly caused you an element of distress to which given the kind, positive emails from you was not evident to us. 2. The provision of a council tax band is not mandatory however one of Conors pre-requisites prior to his viewings is this information, it was most certainly not intentional that our son would give you the incorrect banding. 3. I can assure you that once Conor returned to the office, he passed the maintenance issues you raised to our maintenance team who duly sent it to your landlord. As it became a 'let-only tenancy, we could no longer had any involvement with these points. 4. Sadly the term 'let-only' is not always fully understood by tenants, but when you were informed ' we don't manage your property and you have to speak directly to your landlord, this is not meant to be unhelpful but it is the correct legal stance, any agents involvement after finding a tenant, providing relevant documentation and passing across of first payments is where the relationship ceases between the agent and the landlord and tenant. 5. I have copious amounts of emails here if you wish to arrange to pop into our office to prove all the above points and that the claims you have made are not actually how you have recollected. We are a ' family-owned, 'family-run business' which brings exemplary moral standing and exemplary legislative codes of conduct, so please be reassured that your recollection is not actually how It was, but we understand now that you must have felt some distress and I sincerely wish this was evident at the time as not one of us or our caring team would have let you feel this way. Please do arrange to come by our office and meet with myself and I will happily show you the evidence to reassure you. We do hope your tenancy with your landlord is proceeding well. One positive note from your review is that it proves that all our reviews are genuine!