Hi Lauren, I am incredibly disappointed that this has occurred for you. This appears to have fallen well below the standards I expect of our team (and usually deliver). I have asked for a full update on this from those involved and am expecting for us to implement ways to ensure no-one else experiences the same as yourself. I would like to contact you personally tomorrow (or call me at the office) and offer my apologies directly as well as discussing what options we have on other properties that may be suitable, and go someway to putting this right for you. I take customer service very seriously as a business owner, and I want to ensure we learn the lessons from this, so thank you for bringing this to my attention. Kind regards, Michael

Hi Mohammed, We are very sorry that you had a poor experience. Please can you let us know which property it was, so that we can look into this further. We have a new management team in place now (since 2022) and we are confident that you would not experience anything similar now. During the last 6 months we have completed a full maintenance review of all the 200 properties on our books (identifying and completing all remedial works with the landlords etc.) and are continuing to do this on a regular cycle through the year (and onwards as part of our maintenance regime). Please do contact us directly at the office, we would like to do something to put this right.