Emily, I was sorry to read your comments and we always aim to provide the best possible service and are disappointed if we fall short. However, there are a number of inaccuracies and inconsistencies that need to be addressed with your comments as well as explanation needed which we have previously tried to clarify with you. Firstly, you are not aware of the reasons for the landlord change of agent but it is not connected with you or your claims so I would have preferred you did not comment on something that you do not have any knowledge regarding. You moved in many months ago now so it is difficult to comment on your issues getting in contact with us - this is not feedback we normally receive, in fact we are usually complimented on our responsiveness as you can see in other reviews here so I can only apologise if that was not your experience. We do not have an apprentice so I do not understand your comment on this. Regarding your check-in, the landlord is very hands on and insists on doing all check-ins. Again it was so long ago that you moved in and we are not involved that I cannot comment on your experience. Also, the landlord insists on providing his own check-in pack so you would need to pick up with him regarding spelling mistakes and lack of information. We provide the legally required documentation (AST, Deposit Prescribed Information) much of which is in a prescribed form and certainly does not have spelling mistakes. Regarding your complaints about fellow tenants, it is not fair to say nothing was done, not least as you were copied in to the communications we sent to all tenants reminding of them courteous behaviour etc. in seeking to resolve the issues you raised with us. And we spoke to you about the issues to understand them fully so I would dispute your claim of no contact from us. I understand your frustration with their behaviour but the only way to completely eradicate it lies in a legal process that takes time to achieve an end result of the tenant being forced to leave the property. So you know it is untrue to say there was no contact from us and nothing was done about it given that we had contact with you and you saw the communications we sent out. Of course I am sorry that you remain frustrated that the issues continued despite our efforts and actions but we did everything within legal means to try to resolve the matters you raised with us and more time was needed to seek a forced resolution. Steve Adams, Director, Northwood (Wigan) Limited.