Thank you for your recent Google review. I would like to sincerely apologise that the service you received fell short of your expectations. Your feedback is extremely important to us. It helps us review our internal processes and ensure that we’re doing everything we can to provide the level of service our clients and tenants deserve. Radiator: Having reviewed all correspondence on your file, the first recorded mention of the radiator and oven issues were on 25th April 2025, which was around 11 months after your tenancy began. Prior to this, we had multiple emails from your starting on 14th June 2024, concerning the headboard removal and window keys. You later advised that not all keys were compatible, and we promptly reported this to your landlord. As your landlord insists on dealing with all maintenance and instructs her personal contractors, we were unable to act directly. You chased an update on 27th June, but again, there was no mention of the radiator or oven at that time. The landlord's contractor eventually attended and resolved the window handle issue by 6th August 2024. Oven: Our records show that the oven fault was again first raised during a routine property inspection on 24th April 2025. At that visit, both the oven and radiator issues were reported and included in the inspection report sent to your landlord the same day. The landlord responded on 28th April, requesting that you check the fuse board, which you did on 1st May, confirming it had not tripped. You also served notice to vacate that same day. We notified the landlord immediately, and she advised that she would instruct her own contractor to attend the following day. Washing Machine: This issue was more protracted due to the appliance being under warranty, which meant the landlord had to deal with the manufacturer directly. We understand there were two unsuccessful visits, and a replacement was then supplied. Unfortunately, this replacement also developed a fault, requiring further warranty appointments. I completely understand how frustrating and inconvenient this must have been for you, and I’m very sorry for the delay and disruption it caused. Summary: In summary, the oven and radiator concerns were not brought to our attention until April 2025. Once made aware, we acted promptly by informing the landlord, though ultimately we were dependent on her and her contractors to carry out the necessary works. Regarding the washing machine, while we sympathise with the inconvenience caused, we feel The Frost Partnership did all we could to facilitate a resolution, albeit within the constraints of warranty arrangements and the landlord’s chosen contractors. If you have correspondence showing these issues were reported sooner please forward them so I can again investigate. Our Director of Lettings has tried to reach you by both phone and email, as we would genuinely value the opportunity to speak with you directly. We are committed to learning from this experience and would appreciate the chance to have a constructive conversation and hopefully restore your confidence in our service. Kind Regards The Frost Partnership

We take all feedback seriously and we would like to look into this. However, we do not have any record of contact with our Windsor office and therefore have no contact details for you. We would be grateful if you could email your contact information and details of the issue you would like to discuss to marketing@frostweb.co.uk and a manager will contact you. If, however you have submitted this review in error, please remove it as this negatively affects our business. Kind regards

I am sorry that you have felt the need to place a review concerning a situation that arose over the weekend. Having investigated the issues raised, whilst I can fully understand your frustration at not being able to get into your flat on Sunday after returning from holiday, I feel that Tracey Brooks did everything she could to resolve the problem as quickly as she could. The issue resulted from cleaners attending on Saturday who were instructed NOT to lock the bottom lock but unfortunately they did. On Saturday and Sunday we operate a 24 hour emergency call out as our offices are not open from 4pm on Saturdays and this information is given to all tenants when they move in. However Tracey was keeping an eye on her emails even though she was attending a family event and as soon as she picked up that you were not able to gain entry, left the event and came into the office to get the management set of keys and meet you at the property so you could get in. As mentioned above, I fully understand your frustration but I am afraid the tirade of abuse that was given to Tracey was not justified as she had gone over and above to assist you. Email trails confirm that you were aware that works were being carried out while you were away so it should not have been a shock to see unknown people in the flat. We would, however, apologise as the bottom lock should not have been put on by the contractor which caused the issue and we will work to resolve any other outstanding issues as soon as possible.