Dear Miss Johnson, Thank you for taking the time to feedback. I am very sorry to read that you are dissatisfied with your house via ourselves and our service. To take your points in turn; 1. 'They will enter your home without knocking' In June it was noted on inspection that the garden at your house was overgrown. A gardener was sent to deal with this for you, paid for by the landlord. The gardener accessed the rear garden via the side of the semi-detached house. He did not enter the house. The gardener should have knocked on the door and introduced himself before he started work. Our apologies - we have reminded him to do that. 2. 'They tried to up our rent by £100' No one attempted to increase your rent. You were in a fixed term tenancy. You were sent a renewal invitation for the following academic year, which included a rent increase of £49 per person per month, a 7% increase, below the local average for the year. 2. 'The house was falling apart' The house was comprehensively inspected by Winchester City Council's Housing Officer on the 28th May '24, who re-licenced the house for shared occupancy for a further 5 years. There were no conditions or advisory notes on the licence indicating a property in good repair throughout and fully compliant on quality, space, gas, electrical and fire safety. 3. 'The house had damp issues' There was mould reported around the window frame of bedroom 4. The contractors found the window closed and unvented and the tenant explained the window was not being opened. The need for ventilation was explained. The landlord paid for cleaning. mould killing and the re-decoration of the window surround and for the frame to be re-siliconed. This was all completed 7 days after first report. 4. 'Multiple Things Were Promised to be Fixed but Never Were' A broken table leg and one or more chairs being damaged was reported on 8th Sept. These were replaced on 12th Sept and the following email received from one of your housemates. "Hi, thank you so much. I've been assured the sofa is indeed usable. Thank you again for how quickly you've sorted all this out." 5. 'Deposit emails ignored' Thank you for forwarding your email, when you got your Property Manager's 'out of office' message. I see that email was then replied to - apologies for any delay. One of your housemates contacted us, advising that they were lead tenant and that; "I just wanted to confirm that I am happy with the deductions for the house, and was wondering how easy it would be for the deductions to be split individually based on who was living in each bedroom - this is because there were different deductions for different rooms. I don't want myself or anyone else to be out of pocket for mess or damages that weren't our fault." Our Property Manager Hannah agreed to differentiated deposit deductions as requested above, subject to you all being copied on an email requesting that. Such an email was promptly received. I am very sorry that you feel as you do. We had some great feedback from your housemates during the year. I heard some personally on attending the house myself with a new router for you when there were some Virgin issues and with a new ironing board for the house mid year. Thank you for taking the time to feedback to us. Julian Bessey Director