Firstly we are very sorry to hear that you have not been satisfied with our service.

We understand that before you moved in to the property, a mould issue was highlighted which needed to be addressed and quite rightly so therefore we ensured that this was made part of the agreement between you and the landlord and a professional clean carried out before you moved in. It only became evident after numerous attempts to rectify the issue that there were underlying causes that required repairs to the property.

Environmental health identified the following issues contributing to damp and mould;
- There is mould growth to the upper reveal of the kitchen window.
- There is mould growth within the kitchen cupboard under the stairs leading to the first floor.
- There is mould growth to the grouting on the upper reveal of the window above the bath within the groundfloor bathroom.
- The window on the right hand wall of the bathroom is difficult to open and close.
- There is water penetrating the external facing wall within the subfloor space below the kitchen. This penetrating water is adjacent a drain serving the kitchen located in the footpath to the left hand side of the building.

The most serious cause was the drain outside the front of the property which had been leaking underground, the landlord was informed and this job completed with a matter of urgency and was resolved swiftly.
The mould growth was also dealt with swiftly by a trusted contractor who attended and treated the mould in the kitchen and in the bathroom.
The issue that remains is the bathroom window which is one of two windows and is currently difficult to open and close. This is due to be fixed along with the remaining works proposed by the council.
I also understand that you have been concerned about people entering the property without you being present which is why we have always liaises with you about suitable times to enter the property to assess and fix any problems. Whilst we have been able to do this on all but one occasion, when an emergency leak arose which could potentially cause damp and mould for you, we acted with your best intentions at heart to fix this leak within 24 hours and were able to do so.

Although we understand your concerns regarding your home, we as an agent pride ourselves on the contractors that we use and would trust them in our own homes and want to ensure that ultimately the property is looked after, after all it is your home and we want you to be able to live their comfortably.

It is unfortunate that there have been so many issues that have arisen during your tenancy however we hope that we can continue to work with you and the landlord in resolving these last few that are outstanding.