Dear Jasmine, Thank you for taking the time to write us a review. I am sorry to read the contents however, as I have explained on numerous occasions, I am afraid that I cannot agree, and I do feel the need to respond to your points here. The property was professionally cleaned prior to you moving into the property and an invoice was sent to you for confirmation. An inventory is conducted prior to all tenancies which documents the property with supporting photos. Having checked this signed document, there is no signs of feces or blood to any walls as suggested. The window was repaired as soon as it was reported to us. The contractor had informed us that they could simply add another screw into the shelf whilst there, we were not made aware that this had not happened until we contacted you to check that all was okay. Your review implies that you have not received correspondence from us regarding maintenance, yet an appointment has already been arranged for the contractor to re-visit. Initially, this was declined by yourself. It was explained that you were able to add two extra screws into the wall should you wish. You have declined replacement heaters, which we have offered on multiple occasions and you also have access to hot water. You have also confirmed that an appointment has been made between you and the engineer for the replacement boiler. I am afraid that contractor timescales are out of our control as they are a third-party. At no point has any team member at Northwood suggested that you are unreasonable or rude and it is extremely disappointing to be accused of this. If you have any further concerns, please feel free to send these to me directly - ashleighthomas@northwooduk.com Kind regards, Ashleigh Branch Director