Dear Nigel, Thank you for taking the time to leave your feedback. We’re sorry to hear that you feel this way about our service, as it’s always our goal to provide the best possible support to our landlords. In this particular situation, the arrears amount is £50, and while we understand the frustration this can cause, we must respectfully clarify that the management of arrears is handled by our dedicated credit control team, who operate separately from this office. Despite this, we have taken all the necessary steps within our remit, including following up with the team and providing you with their contact details for direct communication. Unfortunately, since the £50 arrears has not been overdue for a full month, there are no additional legal or procedural actions we can take until the tenant makes their next payment. We empathise with your concerns and assure you that we are committed to resolving the matter as quickly as possible. We are proud of the level of service we’ve provided on other aspects of the tenancy and feel it’s important to highlight the efforts we’ve made to address all your requests promptly and professionally. It’s disappointing that this isolated issue has impacted your view of our overall service, especially as it’s a situation beyond our direct control. We remain available to assist in any way we can and appreciate your understanding as we work through this matter. Kind regards, Chloë-Rae Lettings Manager