Dear Camilla, Thanks for sending the below feedback. First and foremost I would like to apologise for the inconvenience you had to face with the delay in the repairs you had reported. I can see that you reported a faulty light switch on the 07/02/2022 and the repairs were carried out on 14/02/2022. Ideally we would like to have repairs carried out in as soon as possible, however as you can understand we initially have someone attend to inspect the issue you have reported and if it can be fixed onsite, we will proceed. If we are unable to carry out the repairs on the initial visit we would arrange to retrieve quotations from different contractors and discuss with our landlord’s to have the works carried out, this process can take a few days before we can get a date booked for the works to be carried out. We strive hard to ensure any maintenance issues that are reported onto us are dealt with in timely manner and with least amount of hassle to our tenants, and appreciate your feedback as it gives us an opportunity to improve. If you have any further points you wish to bring up with us, please do not hesitate to get in touch at info@londonshared.co.uk. Best regards, The London Shared Team

Hi Charlotte, Thank you for taking the time to leave us a review. Your feedback is important and we rely on hearing from our customers to ensure we’re doing a great job. We have audited the issues which you raised and, we can confirm the window lock that was reported on 28/09/2021 and was repaired on 30/09/2021. You have also notified us of cracking in the ceiling of your bedroom which has been noted on our side we are not aware of the plasterboard falling. We will be in touch shortly to arrange a visit for this to be assessed in detail. Apologies if this has been missed from our side. With regards to the boiler, we understand that the boiler has required repairs previously and this is something that we have arranged for whenever there has been an issue. The engineers did not recommend for the boiler to be replaced at any point as they have carried out the necessary repairs. However when this was last reported to us on the 29/01/2022, the Engineer carried out temporal repairs to have the heating and hot water up and running and advised to replace the boiler as a long term solution, as further works were required. The Landlord approved the replacement straight away and the replacement will take place on the 03/02/2022. During this time, we have carried out all the necessary works in a timely manner. We understand that not having heating and hot water at the property is an inconvenience and a facility that should be provided to all tenants and therefore during the time that the facilities were down we have provided portable heaters for all tenants and offered a portable shower which has been requested to be delivered to the property by one of the tenants as an option should you wish to use it. The shower can be used internally in a bathroom. Usually, we will provide daily gym facilities as an option for the tenants to have shower facilities, however due to Covid, Gyms aren’t providing this option. We are sorry to hear that you feel as though your London Shared experience was not what we work so hard to deliver to all our tenants. We are always looking to improve our company and, we have taken all the points you raised onboard for further company growth and development. If you have any further points you would wish to bring up with us then please don’t hesitate to get in touch to info@londonshared.co.uk Thanks, London Shared Team

We can't seem to find any record of you being one of our customers. If you are/were a genuine customer then please get in touch to tell us why you are unhappy with us so we can do our best to rectify things. Thanks, London Shared

Hi Jamie We are sorry that you had a bad experience with the service which you have been provided, could you please send through the details of the issue to info@londonshared.co.uk and we will have it addressed immediately. We appreciate all feedback as it gives us an opportunity to improve. Customer service is of the upmost importance to us, therefore any complaints are thoroughly investigated and appropriately actioned. We look forward to hearing from you. Thanks, London Shared

Hi Rachel, We appreciate all feedback as it gives us an opportunity to improve our service. Customer service is of the upmost importance to us, therefore any complaints are thoroughly investigated and appropriately actioned. You signed a 12 month agreement with a 6 month break clause, then part way through December you terminated the Agreement by providing one days notice and mentioned that you were leaving due to personal reasons. We explained that you were bound by your signed contract and must provide 2 months’ notice in accordance to your Tenancy Agreement. The the rental payment for the month of December was not paid and when we explained this to you, you advised that you would not make any further rental payments and you were leaving the property regardless of your liabilities. You did not raise any complaints with us with regards to your housemate other than on the day you were leaving. We had not received any reports from any other tenants regarding issues at the property either. That aside, you are correct in that if there was ever a situation where a tenant was in any way feeling threatened we would ask they call the police immediately. Our tenants are thoroughly referenced checked by an independent company prior to taking residence in any of our properties and on top of that we always will maintain a policy in that if we feel someone is not suitable for a property we will not let them a room. At the property one of the tenants reported that saw a mouse so we arranged for an independent company to attend to lay out traps and sort the issue (which they did). We have subsequently not had any reports of any mice at the property. Our houses are inspected every 6 months along with our cleaners attending on a weekly basis. Each property has a dedicated Property manager who is always available to sort out any issues and there is also an out of hours hotline in case of emergencies. Most reported issues are resolved within 24 to 48 hours. Please rest assured that we will always have repairs carried out at the earliest possible availability where they are required. You are correct in that we ask tenants to write reviews for us however you can see from the hundreds of reviews written that they are from people at various stages in their tenancies (or after). We are sorry to hear that you feel as though your London Shared experience was not what we work so hard to deliver to all our tenants. We are always looking to improve our company and, whilst we do not necessarily agree with them, we have taken all the points you raised onboard for further company growth and development. If you have any further points you would wish to bring up with us then please don’t hesitate to get in touch to info@londonshared.co.uk with a contact number and a good time to call I could get in touch to chat. All the best, Geovana

Hi Courtney, Thank you for taking the time to leave us a review. Your feedback is important to us as it gives us the opportunity to improve our service. We have audited all issues which you raised and, found that all maintenance issues were actioned within 24-48 hours from them initially being reported. You are correct to mention that the cleaning in one of the rooms was not carried out at the beginning of the tenancy, however as soon as we were aware of this matter, we sent the cleaners to rectify this issue and we have credited your account accordingly for the inconvenience. Regarding the flooding, unfortunately, due to the storm we had in the past couple of weeks, there was a leak at the Property which was out of our control and not something we could have forseen. A contractor was arranged to attend and dealt with this matter immediately. We are very sorry that you feel as though your clients’ experience at London Shared was not what we work so hard to deliver to all our tenants. If you have any further points you wish to bring up with us, please do not hesitate to get in touch at – info@londonshared.co.uk Thanks, London Shared