Hi Gareth, thanks so much for providing feedback. We are very sorry that the cost incurred was more than you feel is appropriate. As I’m sure you were told, unfortunately this was done outside of our normal hours (0800 - 1900 Monday to Friday) and therefore the appropriate rate was £151.20 per hour including VAT. We believe this compares very favourably with our competitors. We do of course always advise our customers of this higher rate and only charge for the time spent working but often the decision is made to go ahead in order to keep guests or tenants happy and in place. In order to: diagnose the issue, drain the system, buy the part, fit the part, re-fill the system and check the system was functioning correctly took 2 hours and 44 minutes. Again, I’m very sorry that the cost seemed excessive but hope that your guests are happy with the speed with which you as their landlord responded and that they were therefore able to stay in the property not causing you to lose and revenue or provide compensation.