Thank you, I have reviewed your tenancy history and believe that both we and the landlord have acted more than reasonably. Having been advised that your boiler had broken down, we immediately dispatched one of our heating engineers to repair the boiler. We appreciate that the nature of the fault meant that the boiler could not be repaired quickly and therefore at this agency’s own expense we provided you with electric heaters during this time. Ultimately, the landlord, rather than repair the boiler, replaced the boiler at a cost of over £2,000. We take all emergency situations very seriously and unlike some other agents, we have a 24/7 365 day answer service where you can speak to a person at all times, if the matter is extremely urgent you can be put through to a director of this agency. We have not put the above in place at considerable cost just to ignore urgent situations. We also have a system of providing heaters as mentioned above. One last point is that the landlord allowed you to leave the property early and thus saving yourself almost £400 in rent that was contractually due. We are sorry with your experience of renting through this agency and wish you all the best for the future.