We respond to the tenants' complaint as follows:

On 8/01/2018 a water leak was noted on a Saniflo pipe located under the bath and behind the bath panel. The pipe was repaired within two hours but considerable water loss occurred due to the leak being undetected for some time. Under-floor heating pipes were also replaced as a precaution.

Within 24 hours, a specialist Drying Company installed 2 de-humidifiers and 2 Velo fans to help the drying-out process and the wet carpets were removed, and the Drying Company visited regularly to monitor the situation. In the event, the drying-out took about 3 weeks as it was not always convenient for the tenants to run the de-humidifiers for as long as the specialist Company would have liked.

New carpets were re-laid on Thursday 8/02/2018. On 12/08/18 we visited the tenants in situ and they said they were happy with the condition of the flat. The landlord agreed to compensate the tenants by giving free rent for 6 days and a 50% reduction for the remaining period, also agreeing to pay for electricity used in running the de-humidifiers.

The tenants appeared to be happy with this and agreed to pay the outstanding rent.