Dear Oscar, Many thanks for taking the time to write your thoughts, and I am sorry that you feel unhappy with your time in the property and renting through PS&B. I am responding as there are quite a few inaccuracies which I will go over below: 1. There is no record of PS&B being notified of a broken fence as you state. Following the system notes and works orders sent to contractors the maintenance jobs during your Tenancy were as follows: 27.1.14 Leak under kitchen sink reported, resolved on 31/1/14 14.2.14 leak from boiler reported. After inspection on 14.2.14 it was confirmed by the plumber there was water ingress from the chimney stack, which was above the boiler and had not been capped. Builders were instructed on 14.2.14, quote was agreed by Landlord on 26.2.14, resolved on 16.3.14 27.8.14 following a report that the boiler was not working property the plumber informed PS&B that it appeared it had been tampered with. The plumber also assisted in changing the smoke alarm batteries as requested. 1.9.14 reported that the toilet flusher was not working properly. Resolved 3.9.14 12.9.14 reported that the boiler had an error code A03. Resolved 16.9.14 12.9.14 reported a faulty light fitting. Resolved 18.9.14 16.9.14 reported an isue with the toilet cistern, water mains turned off. Resolved 19.9.14 25.9.14 reported the water meter leaking, Tenant advised to contact the Water Board to report the leak (as per the Tenancy Agreement the Tenant is responsible for maintaining the supply of utilities to the property). You were provided with a copy of your signed contract with the relevant clause highlighted. Any changes to a Tenancy Agreement midway through a Tenancy will only be valid if agreed and signed for by both parties which I doubt would have occured in this instance had it been requested. 26.9.14 reported water leaking from the cistern again. Resolved 3.10.14 Looking at this data I can conclude that PS&B have provided a good service to the Landlord as per the Terms of Business and also conformed with legislation set out to ensure our Duty of Care to Tenants is followed. 2. A Routine Visit letter was sent to the propety by first class mail on 2.6.14 to advise of a visit on 4.6.14. The terms of the Tenancy Agreement and requirements under UK law had been followed. If you were not happy for the visit to go ahead at the time PS&B would have been quite happy to rearrange. During this visit it was clear that a third occupant was residing in the property, in breach of the Tenancy Agreement (where two Tenants were named). 9.7.14 You were advised that this third person was not permitted to remain in the property. If this was an issue it was suggested you could request a 'Tenancy Changeover' where PS&B reference the new Tenant, the old Tenancy is terminated and a new one is started. If you were happy to request this from the Landlord you were informed PS&B would then send a letter outlining the procedure. 18.7.14 Following consideration you requested the Changeover letter to be sent. The letter detailed the rent would increase from £795 to £850 PCM due to the higher wear and tear three Tenants would create (as opposed to two), admin fees totalling £200 + VAT for the incoming Tenant and £125 + VAT for the remaining Tenants. It was possible the £125 would be reduced if the Landlord agreed and also did not require the current Tenants to be re-referenced (from the 10.1.14 move in date). It was also stated that were a Guarantor required it would cost £80 + VAT. The relevant clause in your signed Tenancy Agreement which covered Changeover fees was also pointed out to you. 22.7.14 The Landlord refused to agree to the proposed Changeover unfortunately. As explained the property is not owned by PS&B so we are not able to make decisions such as this. 23.7.14 You asked how you could leave your Tenancy early. PS&B sent an Early Release letter which detailed how a Tenant could terminate a Tenancy early: Pay for the Landlord's check-out fee £95 + VAT Pay for the Landlord's new let admin fee £190 + VAT Pay a proportionary Early Release fee of £79.50 per month remaining on the Tenancy Agreement (5 months at that point). An Early Release requires both Landlord and Tenant to agree to the terms for it to progress. The Landlord was happy to terminate the Tenancy early however was not happy to be paying fees relating to the re-let howeer many months early. The Landlord was contracted to pay PS&B the management fee for the full term and was not willing to cover the £79.50 pro rata management fee due to PS&B if the Tenancy ended early. Were you to have vacated early on 10 August the total cost would have been £739.50 as opposed to £3975 in rent. I am sure you can appreciate the reasons for the fees involved, whcih were explained at the time. You decided against the Early Release 24.7.14 you sent a 3 A4 page letter of complaint stating you were unhappy with the process involved from the initial Routine Visit. 25.7.14 I (the manager) responded point by point. In one of the points it ws made clear that Rachel requested an audience with the Landlord and yourselves, which was declined. Unfortunately we are not able to make a Landlord meet his/her Tenants if they do not wish to do so. As a way of moving forwards I offered a 50% reduction in the £79.50 pro rata fee, which ultimately meant the PS&B would swallow the loss. I also suggested you could make a further complaint following PS&B's complaints procedure, to our regulatory body ARLA or the Property Ombudsman Scheme should you see fit. 25.7.14 The only response you made was to confirm if the 50% related to all of the Early Release fees or just the £79.50 pro rata fee, which I advised as above. There was no more contact between either Tenant and myself during this Tenancy. 21.8.14 A letter was sent to inform of a second Routine Visit on 25.8.14 upon the Landlord's request to check if the third occupant was still residing in the property. No evidence was found and the matter was considered closed. As per the list of maintenance issues reported I disagree with your comments that your quries were ignored. 9.1.15 Your Tenancy ended 27.1.15 once deductions had been agreed your deposit was incorrectly sent to the wrong Tenant (S Moore rather than O Moore), for which PS&B apologised. We were happy to process the payment to the correct account however as father and son you agreed to arrange it between yourselves. In summary I disagree with most of your comments, as per your complaint of 24.7.14, to which you only replied with one question and did not deem it necessary to take it further. Response times to maintenance issues were quick and communication to dialogue swift. I am sorry that you were unhappy with the service PS&B provided, I hope you enjoy your current home. Kind Regards, Julian Bishop Lettings Manager MARLA