Dear Eleanor, Thank you for your feedback and we are sorry you felt the need to review us with 2 stars. We note your tenancy ended 16 months ago but you have felt the need to raise this now. Hopefully we can clarify your concerns below... Contract Firstly, we would never force a tenant to sign a tenancy agreement before reading. If the tenancy agreement wasn't ready to be sent to you for whatever reason a draft copy of the exact same covenants would have been sent for you to read if requested. The original/final draft is ofcourse wet signed by each party displaying their full agreement. This has been our process for over 35 years. Your tenancy agreement (and any draft that preceded it) stated the below standard clause (1.13) which clearly states that you (as a tenant) are not fixed to any particular supplier. We can provide a copy of your signed tenancy agreement if you wish to examine your agreement to this arrangement. As a matter of fact on this point, it is neither acceptable practice or legal for landlords or agents to insist you use any particular supplier. As An ARLA (Propertymark ) licensed agent such clauses would never be in our agreements. " 1.13 - At the start of the lease gas and electricity will be provided, or will be in the process of being provided by OVO Gas Ltd and OVO Electricity Ltd ("OVO Energy"). However, this will not prevent the Tenant from changing to a different energy provider if desired. " You mention Connells in your review. We are not Connells and have no relationship with them. Gas connection. File notes of 2020 display that we were in contact with your co-tenant in writing and the end of our exchange with your co-tenant ended, and we quote, “I'd like to take this time to thank you for helping us and working during this unprecedented period” An issue was raised to us about the elongated process experienced to locate a gas supplier. The landlord and M&M were very regretful of this situation. This was a result of quite unprecedented circumstances whereby your landlord had purchased a property from a seller who had acquired it from new. The property had never been let before and you were the first tenant/s. They (the previous owner) had never registered the property for gas supply and although they were receiving gas to their home, they were not receiving bills. Although it is not the responsibility of the agent to engage with suppliers on your behalf (as the contract says we offer a free utilities management service to assist in this regards), our staff diligently assisted to resolve this legacy issue. A point to note here is that the communication setting a deadline for your/your co-tenants demand for resolution arrived at our offices by electronic mail on 25/04/20. As you might remember the country was in its first Coronavirus lockdown at the time with very few smaller companies set up for homeworking. We responded to resolve the issue on 01/05/20. The UK government did not identify the lettings industry as a key worker sector but at M&M we still retained full services (aside from face to face) throughout the 7 week industry closure and further lockdowns. We believe that reflects really dedicated services. It’s a shame you mention Angela in your review as we believe the above displays, she was responsive in extremely difficult circumstances. A time where only emergences were being dealt with, she identified that your issue had dragged on and took the bull by the horns. Angela has since moved from the maintenance department of M&M but the overriding feedback we had for her was positive. Thank you for your kind words relating to our maintenance team as they work extremely hard to ensure all issues are dealt with in the correct time frames. They really do have some difficult jobs at times. We hope this response gives some detail to your review of our cherished local business. If we can assist further, please do contact us at lettings@mandmproperties.co.uk or 01525 371997.