Dear tenants

We are very sorry to read your review of Neil Douglas, it does not relate to our experience to dealing with landlords and tenants on a daily basis. Thank you for the detail you have provided, and having chosen to do so on a public forum it is only appropriate that we take the time and trouble to do the same.

With respect to the boiler that is broken, you don’t actually have a boiler to fix in your property, the large cylindrical thing in the airing cupboard is called a dual immersion hot water heater. You make quite a detailed case regarding what would appear to be a property in terrible condition. The property was in good condition when you moved in. Having reviewed the maintenance log for your home we can confirm that you have denied access to maintenance contractors on three separate occasions. You are perfectly entitled to deny access on the day of the scheduled visit to these contractors- you may be unwell for example, but three separate occasions in close succession is somewhat unusual. Unlike so many other letting agents locally (and you may - in time- come to appreciate this) you have not been billed for a single call–out fee for their time and costs in attending.

You suggest the team are lazy or rude, you are perfectly entitled to your opinion of course, but prior to you leaving this review and unknown to you we have had your mother on the phone today apologising on your behalf and giving us more information about your overall behaviour that is consistent with your complaint made here. Can we advise you discuss the matter with her, perhaps signpost her to the review you have left and take on board her own feedback on your behaviour.

With respect to filing complaints could we please advise that you review your internet connection immediately since it appears to be giving you some difficulty. Neil Douglas Lettings is a proud member of the Property Ombudsman. We also have a full complaints process detailed online here http://www.neildouglas.co.uk/complaintsprocedure.html and can confirm that the neildouglas.co.uk website is working well and has been doing so all day. Equally can we recommend that if you are unhappy you should consider making the effort to visit our office. Having taken a moment to pace it out it is perhaps helpful to point out that your front door is approximately 6 metres from our own and a visit from you would not only be most welcome but would not particularly onerous on your part. Equally we would be delighted to visit you discuss the matter. XXXXXX

With respect to visiting the property you have continually denied the team access to the property to carry out scheduled property inspections. These inspections are a requirement of the Assured Shorthold Tenancy agreement you have signed and it does place you in a challenging position when you write such a scathing review regarding your position yet repeatedly deny access to the property to both contractors and the Neil Douglas team. It would be helpful if you paid the correct amount of rent in any given month- the amount is detailed on this same Assured Shorthold Tenancy agreement but you appear to be neglecting your side of the bargain that says you will pay the full amount of the rent due on the specified date..

We are sorry that you ‘feel pathetic and powerless in your own home’ but do look forward to you confirming your moving out date as clearly we would not wish for you to be unhappy for one moment longer. Our Managing Director will be writing to you today and personally inspecting the property at your earliest convenience.

Yours,

Neil Douglas Lettings