Dear David,

I am glad that you have received our letter. I would be intrigued to know why we never received any follow up to our initial complaint that was submitted to Gilbert! as per your procedure.

I fear however that you misunderstand the nature of the complaint. It's not so much the state of e property that is the issue here, as you rightly say that is not your fault as such. Our complaint is more the length of time it has taken us repeatedly to get the multitude of issues resolved. We have been living here 4 months and we still do not have hot water. Moreover our complaint is with the lies we were told by your employee when we looked around the property and with the general levels of service we have received from your team up to this point.

I too would like all issues resolved as soon as possible and would prefer nothing more than to not need to bother your team for the remaining 8 months of our tenancy. I eagerly await your response to our compliant.

Regards,
Daniel

Dear Daniel King & Nicola Levi, In response to your further comments, I can confirm as follows:

1. I have received your correspondence dated 19th November 2013 and I have wrote to you informing you that I am fully investigating all raised matters. I will be sending my final response shortly, although many of your raised matters relate to the Property rather than any services provided by Alex Neil. Please note we do not own the property and cannot be held responsible for the condition or working order of items within the property prior to the commencement of your tenancy or during. Our records show all your raised matters have been reported to the Landlord and we have followed their instructions accordingly. My formal response to all your raised complaint matters will follow shortly.

2. Our records show our appointed contractor visited your property on Friday 6th December 2013 and they reported all matters formally to us later that evening when our office was closed. Our records further show that we have fully discussed all reported matters with the Landlord today (being our next working day), and an appointed specialist has arranged to visit your property tomorrow. I understand you have been kept fully updated all day today (Monday 9th December) via my Property Management department.

I hope this confirms your outstanding matters, please be advised that my final response will be completed and sent to you shortly.

I would strongly advise that should you require any immediate assistance please contact my Property Management department directly as I cannot guarantee I am/anyone is able to check this website on a regular basis. I hope all property matters will be resolved for you shortly. Kind regards David Hatch

We submitted our formal complaint back at the start of October, over two months ago now. We received confirmation that it had been received and was being looked in to, but since then we have received nothing except continued terrible service and a complete lack of care or compassion from any member of your team.

We subsequently submitted another complaint, this time addressed to yourself a week ago now on the 30th of November at the address you specified below. I would be pleased to know if you have received this yet? I hand delivered it so you should have received it at the latest by last Monday the 2nd of December.

However I now need to raise something even worse with you. On Friday this week your contractor discovered asbestos in our property. However no one at Alex Neil told us about is. I only found out because I contacted your contractor for an update. Your team knowingly let us live in a property all weekend without mentioning that it might be an idea to keep the area well ventilated. To me this amounts to criminal negligence and as such we will be seeking legal advice. In the meantime though I would ask you to please address this today with your team because i do not want to stay in a property which is potentially unsafe and could lead to a fatal illness. I don't mean to sound melodramatic but as I cannot find anyone in your office willing to discuss this with me and have received no confirmation to the contrary I have to assume the worst. If you could personally look into this or call me to discuss is I would very much appreciate it.

Dear Unhappy Tenant, I am very saddened to read your comment and sincerely apologise for the way in which you believe your property rental has been handled. Unfortunately our Internal Complaints Procedure holds no record of your concerns; however I would be more than happy to independently investigate all maters and offer a full report. Please write to me at 146 Lower Road, London SE16 2UG. I look forward to personally investigating all matters. David Hatch. Director