Please see below our comments as we feel the review is not justified.

In relation to the complaint you made in regards to the viewing, we responded to this on the same day (10th March) advising the most senior contact is the owner, Mr Mark Harrington. We confirmed that he was on annual leave but the complaint can be sent in to the admin team who will note it for Marks attention for his return. Mark does not work from his personal email address in regards to Harringtons matters and uses the admin email address. We didn’t receive any further complaint from you.

You reported that one of the shutters in the bedroom was not operating correctly on 31st March. We advised that we would come back to you once the landlord had given us instruction as we do not have authority over works. Whilst we appreciate the delay can be frustrating, it cannot always be helped whilst the landlord speaks with the necessary parties before updating us.

The landlord then advised that the contractor had been booked in for Saturday 9th April, this appointment was not agreed by yourself. The following day the 7th April the contractor gave us an alternative date of 25th or 26th April, we did not hear back from yourself until 11th April where you stated it was not acceptable to you. We have no control over third party companies diaries and your landlord has the right to use her preferred contractor and an earlier date had been offered.

We reminded you on 11th April that the shutter was not to be used to prevent further damage, you then advised that you could now be available 25th April however your email was received whilst the office was closed. Earlier that same night we received an email from the landlord stating that she had arranged the contractor to attend on 26th to which we informed you of. She had arranged this prior to you sending and us seeing your email confirming the 25th was actually now possible, as we were closed we hadn’t notified the landlord of this change at this time.

The landlord’s email was dealt with prior to yours as we work from the bottom of our inbox each morning, which then crossed over with your email. On the 12th we explained this to you, however asked if the 25th was preferred to provide us with times on this date and we would go back to the landlord to see if the appointment could be bought forward a day. We did not get a response, therefore the appointment on 26th April stood and that is why the landlord reminded you directly and nobody attended on 25th.

Following your complaint regarding the shutter appointment, you were sent the complaints procedure and this is the process for the director to handle your complaint. We advised Mark Harrington to expect an email from you which to date has not yet been received.

Your reports and complaints have not been ignored, you may not feel they have been handled to your liking however when we do not have authority over maintenance and another third party contractor is involved we can’t always come back to you as quickly as we would hope and most contractors across many industries are extremely busy and fairly booked up in advance.