Hi Donna I am so sorry to hear of your friends experience and would like to get this sorted as soon as possible. Please could you email me on adamlatimer@intercounty.co.uk with your friends details and we will get on to it immediately. If you could also recommend that they report the issue using this link, if its something that can be helped with remotely, an engineer will connect with them via video call to help find a resolution. https://intercounty.fixflo.com/issuereport/CreateIssue We are committed to supporting all of our tenants and landlords, the experience your friend has received is not one we would recognise as a business, so I am keen to help get this resolved as soon as possible. Best Wishes Adam