City Living London

Please see our management response below: Dr Reibel Further to your email of last week, and my reply advising I would look into your dispute (as I was not aware of one), I find that matters have somewhat overtaken themselves as you have already undertaken a campaign of making defamatory claims and comments about our business on-line rather than waiting for a reply or responding to the ongoing DPS claim (see point 3 below) – see attached screenshots by way of evidence. Given your publication of defamatory claims and comments about our business on-line I do not propose to deal with your email below and instead will deal with your published comments as follows; 1. Facebook post “No warm water” – On 1/7/19 you reported no hot water. We instructed our caretaker Hadi to attend the same day and informed you of this. Hadi tried to attend that evening but it was too late for you and you asked Hadi to return the next day. The hot water was sorted out on 02/07/19, i.e. the day after you reported it (and would have been sorted earlier had you not asked him to come back the next day). You had a similar problem with the water heater again and advised us on the 1/8/19 of this and we then replaced the water heater so the problem could not re-occur. Therefore to publish comments on-line that you had “No warm water” is very misleading and incorrect as it implies we did not deal with the issue of the loss of hot water yet we clearly did as noted above. Please either remove these comments or amend them so they state the facts, i.e. you were briefly without warm water and when the problem reoccurred we replaced the water heater etc. 2. Facebook post “No Internet” – Please see our attached email exchange with you on this matter which proves the published comments are incorrect, i.e. there is WiFi in the building and you were offered access to this (and in fact you were offered one month free). Instead you asked for us to pay £35 a month for a new Virgin Internet Service for your flat for the duration of your tenancy which was clearly unreasonable. Therefore to publish comments on-line advising there was “no internet” is completely untrue and very misleading to readers. Please amend your comments on-line immediately so they state the facts, i.e. you did not want to use our Wifi internet service within the property and instead were unhappy we would not pay for a new Virgin service at £35 per month. 3. Facebook post “They kept my deposit” This again is not true and is misleading to readers as we have not kept your deposit. You have been “charged” a check out fee of £108 (which you knew about from the date of your tenancy), a £140 cleaning fee and a £25 charge for defrosting the fridge (which as noted below in No. 5 was newly installed during your tenancy). We have started the deposit return process online with the DPS and have proposed a deduction of £273 (i.e. the total of these sums) although I understand you have not yet responded to the deposit claim with the DPS. You are able to accept or dispute our proposed deductions with the DPS and once they have considered them/ and any comments you provide them they will adjudicate and post this process you will get the remaining balance of the deposit back. Therefore to publish on-line the comment “They kept my deposit” is factually incorrect. Please amend your published comments on-line immediately to state the facts as noted above or remove them. 4. Facebook post “They were rude” – Please provide an explicit example of when anyone was rude to you? I have now read numerous emails to you and there has been no rudeness of any sort. Please either provide proof of rudeness of remove this published comment. 5. Facebook post “Fridge was broken” – On 1/8/19 you advised there was a problem with the Fridge and it was replaced shortly thereafter so please amend your online comments to reflect these facts as your comment implies the matter was not dealt with or remove this comment. 6. Facebook post “Water came into the flat”. I have been unable to locate any emails from you in which you raise this as a problem? and can find no history of water leaking into the flat? Please remove this published comment or provide further details. 7. Facebook post “…..no support” – You received constant and good support throughout your tenancy as noted above, for example on the attached email on the 16th of April you asked us to attend to deal with some problems and you thanked us for sorting them out on the 17th April (the next day). This is prompt service and is clearly not “no support” as you have published on-line. Other examples of “support” are 10/04/19 12:13pm when you moved in and reported to Yasmina that there was no power in the flat. This was sorted out 1:27pm by Hadi on the same day. Also on 15/04/19 you sent Yasmina an email to report that one of the hotplates was not working and again a contractor was instructed immediately to deal with this. You then added that the drains were blocked and the hob was tripping electrics. Both issues were sorted out on 17/04/19. Please amend your published comments on-line to reflect the facts or remove them. 8. Facebook post “it’s a scam”. This is an incorrect and unreasonable statement to publish on-line. Please remove this comment immediately. 9. Facebook post ”they did not want my girlfriend with me and made it hard to let her stay” – This again it a misleading and incorrect statement that you have published on-line. The flat was let to you only and therefore your girlfriend could not live in the flat with you as she was not on the tenancy agreement and thus had no right to live in the flat on a permanent basis. We could not therefore issue her a 2nd set of keys as she was not on the tenancy agreement. Please amend this comment so it states the facts or remove it. I would also note in her email to you about this Yasmina advised there was no problem adding your girlfriend on the tenancy agreement if she intended to live at the property permanently provided you paid the referencing fee and the fee for changing of the contract to include her name. 10. All agents review site – a repeat of the above claims – Please remove these comments immediately or alter them to reflect the facts as noted above. 11. Facebook posts about reviewers such as “Sarah is associated with City Living” etc. – These are incorrect and defamatory statements. Please remove them immediately. 12. Facebook post “we are in a legal dispute”. Please note we are indeed taking legal advice on the incorrect and defamatory published comments that you have made about our company on-line and I strongly advise you to either remove these comments or amend them so they state the facts immediately. Your sincerely James Newland

Let me help you with the dispute that you just lost with the Deposit Protection Scheme. Fool me once... The checkout report I just put in there because it was rigged with that company that cooperates with you. The DPS voted 75% in my favor although I submitted hardly any evidence. I guess the email correspondence spoke volumes. DO NOT RENT THEIR PROPERTIES!

To all my comments I got a generic copy&paste response that is standardised and used all the time. You are treated like a number that they want to exploit for the cash in your bank account. You have so much choice in London property renting. WHY WOULD ANYONE TRUST THESE PEOPLE? STAY AWAY!

Dear Mr Reibel Please note your above statement is not correct and should be amended ASAP to correctly reflect the position, i.e. as clearly demonstrated within the extract of the DPS award you have already posted on-line the DPS have not awarded you 75% of the claim. The DPS have instead proposed an award to you of £75 and an award to City Living London of £198 - In other words 73% of the claim has been currently awarded in the landlords favour, not yours. Also please note we are appealing part of the £75 awarded in your favour as some of this sum was based upon correspondence you provided to the DPS relating to historic problems relating to an old freezer and thus you asserted within your claim to the DPS the defrosting costs for this old freezer should be excluded as the item was problematic. The DPS accepted the correspondence you provided as truthful on this point and awarded in your favour on this item. However, having now fully read the DPS report it is clear you failed to advise the DPS that the correspondence you disclosed related to an old freezer which we had in fact replaced with a brand new freezer during your tenancy and thus the DPS were not in full possession of the facts when they awarded in your favour on this point, i.e. you had not disclosed we’d replaced the problematic freezer for a brand new one and thus the correspondence you provided on the old fridge freezer was misleading and out of date. Finally I would also confirm our Managing Director has received a further email from you (Date 20th Feb 2020) post the DPS award in which you say “If you want me to take down my social media posts please repay the deposit in full” although please take this reply as confirmation we do not respond to threats of this nature.