Dear Vicky, We are disappointed to read your review of our service following the detailed reply we sent to you last week regarding the concerns you raised. I am sorry our service fails to meet your expectation however I feel it is important to put on record our version of events. 1. Late Rent Payments. Firstly can I put on record that this statement is completely false, misleading and untrue. We process c£500k of rental and deposit payments per month and our landlords receive their rent on the day we have cleared funds in our client account. We have explained to you on many occasions both on the phone and in writing that we cannot pay rent over to you until the funds have cleared in our client account. This seemed to cause you a major problem this January. As you know your tenants’ rent due date is the 1st, however the 1st Jan was New Year’s Day with offices and banks closed until Tuesday 4th. Our client account was credited with your tenants’ rent on Tuesday 4th, however under the rules of the banking system they are entitled to claim the rent back from our account up until midnight on the day they make payment. We had cleared funds in our client account on Wednesday 5th and those funds were transferred to your account at lunchtime. There is nothing we can do differently and indeed many agents batch their payments and pay them on a weekly or fortnightly basis but we process our rents every working day, Monday to Friday. 2. Washing Machine – Your assertation that the tenants were waiting months for a new washing machine is again completely untrue. I have already advised you of the timeline but will set it out again here for complete clarity. On 1st September 2021, your tenant reported the issue with the washing machine and we requested further details. I subsequently discussed the issue with you by email on the 4th September and a contractor was booked and visited your property on the 7th September. With the contractor’s recommendations that the most cost effective resolution was a new washing machine due to the age of the current one and cost of repairs, a suggestion for a like for like replacement was given and approved. Unfortunately, this was out of stock and further alternatives were discussed with you. On 15th September the approved washing machine was ordered and a date agreed with your tenant for the delivery and installation. Therefore you can see that from the date the tenants contacted us to report the issue and the machine being ordered was just over two weeks – not “months” as per your review. 3. Tenancy Renewal – Your tenants fixed term ended on the 31st October 2020. Prior to this I contacted you to discuss the renewal and to advise that, in order to comply with legislation which was now in place to ensure your tenants’ safety at the property, a satisfactory Electrical Installation Condition Report (EICR) was required for the renewal. You decided not incur this cost at that point in time and instructed us to defer the EICR until 2021 keeping the tenancy on a monthly periodic basis. The satisfactory EICR was sent to us on the 2nd March by the electrician. With our renewals during the pandemic and various lockdowns the overall opinion of our landlords was to keep tenancies on a monthly periodic basis until the economy started to return to normal. Like most businesses, we experienced staff shortages due to Covid and this unfortunately delayed us in processing your renewal as a result. We have carried out a full review of how we have handled the management of your property and, apart from communications during renewal, it is difficult to see how we could have provided a better service. I do hope your new managing agent can meet your expectations. Kind regards Loretto Linehan Owner & Director