Dear Mr Adams, Thank you for your review. We are sincerely concerned that you are not a satisfied customer, however we feel a mistake may have been made as we have no record of a Mr Adams as a Landlord or Tenant. Should this complaint have been made on behalf of another please make contact with our Romford Office so that we can discuss this matter further. Kind regards Northwood Romford Office Dear 'Mr Adams' We have looked through all of our recent correspondence and now know which of our valued landlords you are. As You rightly state there were occasions when your payment was received a day or so late. This was during the concerning global pandemic that we all faced as a Nation, when our Staff were working from Home as were all the Banking staff. The clearing system as a whole was under a huge strain throughout the whole country. Most of our Landlords were very grateful they did not suffer financially and I can confirm you received every payment due to you, in full, within the 14 day period as stated in our contract. I can also confirm there was a maintenance issue at your property and you kindly arranged for a contractor to attend, investigate and repair. However, the reason they could not gain access was because the Tenant's in situ suffered the worse kind of bereavement of a very close family member. It was an extremely sad, stressful and heart rendering time for the Family and household repairs, understandably, were not high on their list of priories and access to your Contractor was put on hold. We as a Company were understanding of this and any additional damage caused by problem (a small leak on the toilet) to the skirting board was repaired and paid for by us as a Company to go some way to make up for any delay that occurred. We are now pleased to say all is now in order, although the Family in question are still very much struggling to come to terms with their loss. Simply put, Brian does not lie and Sharon is not rude, but we do accept that you found the whole episode very frustrating and this may be your view of our responses on occasion. We hope this clarifies our position and assure you we are trying our very best to accommodate the best interests of both our Landlords and Tenants at all times. Kind regards Northwood Romford