Dear Katie, I am sorry you were unhappy with our service during your tenancy. Whilst I note you have requested us not to reply I feel compelled to set out the facts. Firstly I want to comment on your assertion that we did not take your reports of the damp/mould seriously. On receipt of the 1st report by email of water ingress on 9th Nov we visited the house the same day to assess the issue. The landlord instructed us to contact the roofing contractor who had previously completed works on the house but unfortunately they were no longer in business. Despite it being a busy period for roofers by 18th Nov a temporary repair was completed whilst the contractor submitted a full quote. All the agreed works were then completed prior to Christmas. An electrician visited the property to check on the electrics on the 1st Dec and confirmed that all was in order. I visited a second time on 2nd Dec to check on the issue & to bring a dehumifier and heater. Unfortunately the roof repairs completed before Christmas did not fully resolve the issue. As you had the contractor’s details you were in direct contact with him about continuing the remedial works. The contractor completed further extensive works including a window replacement whilst also keeping all parties updated. The landlord was keen to get a resolution and there was no hesitation at any stage in agreeing with the contractors recommendations to continue the work at the house. With regard to your comments of “allowing me to live in a property which was leaking and mould infested” - as you know the property was presented fully redecorated at the start of the tenancy in Oct so the issues with mould only arose after the water ingress in Nov. Any roof works will take a number of weeks to organise & implement and this was carried out as quickly as possible. From your emails and conversations with the office we and the landlord understood it was a stressful and frustrating situation for you but the timing of these works were outside of our control. The landlord also made a gesture of goodwill to you with a rent reduction in Dec. In our conversations & emails in early Feb you were clearly upset and whilst I knew you had really wanted to live in the house, given that the issues were continuing despite the ongoing works, I suggested that I speak with the landlord about an early release. On 21st Feb you officially requested me to discuss this with the landlord and on 23rd Feb the landlord confirmed she was happy for you to be released from the fixed term at no financial cost to you. You gave notice to end the tenancy on the 9th March and your deposit was returned to you in full despite the fact that there were rent arrears. Regarding your formal complaint, after receiving my response as per the process laid out in our complaints procedure, if you were unhappy with my reply the complaint could have been raised further to the Managing Director. In a family run business it is common for Directors to be related, I can assure you that there would be no conflict of interest with dealing with complaints. You also have the option to go to the Property Ombudsman who are our independent redress body. You did, in fact, contact Environmental Health in Feb who then contacted us. We set out the issue, details of works completed & confirmed that the landord had given an early release. They were satisfied as to how we were dealing with the case and recommended no further action. Through out the entire time of the works we were very sympethic to your situation and we knew how frustrating & stressful the situation was and we pushed to ensure everything was being done as quickly as possible. The landlord made a goodwill guesture of £400 by way of a rent reduction in December and agreed to write off rent arrears of over £700. I really dont believe we could have done anything different in managing this situation. Kind regards Loretto Linehan