Dear Elouisa I’m sorry to hear that you feel your experience has not been a positive one though I feel you are being a little unfair on us. I have looked into the matter in detail and would be happy to discuss in person with you should you wish. It is my aim to rectify any fault in the service we provide however I have identified the following: I believe we had discussed with you at the time of renting the property that our recommendation to the owner was that decoration works were required prior to your tenancy; this was not a condition of your offer but we advised the Landlord to do so. This was even more apparent when the previous Tenants vacated. Upon viewing the property for s second time, it appears that you were in agreement with this suggestion and pleased we had taken this measure on your behalf. Due to the timescales of your move, there was not adequate time between tenancies to have the works completed. The Landlord was provided with quotations from contractors but decided against using them. You kindly informed my colleague that you knew/worked with a decorator who we subsequently contacted and the Landlord instructed to carry out the works. I am sorry that you were not provided with the utility providers on the day that you moved in. This is strange as there should have been new/recent mail from the providers requesting your information as the new occupants. We did ask your Landlord immediately upon receiving your request who the providers were and they stated that they “did not know”. The previous Tenant had not been present for their check out and therefore the inventory clerk was not made aware either of the providers as we would have expected. As I have mentioned above, it is our intention to make sure you receive a high level of service and if we have fallen down on any part then I accept full responsibility. Please can you contact me directly to discuss the other points you mentioned have “not been done”. We have instructed everything you requested as a condition of your offer and the additional decoration works; therefore I’m unsure what else you refer to and would be keen to discuss the matter to see what can be done to rectify the situation for you. Peter Lessels Lettings Manager 01932 221 122