We are extremely sorry to hear that we did not live up to the expectations of this tenant, as we pride ourselves on our service at all times. With regard to the gas fire, this matter was explained to the tenant when we checked him in and he accepted that it had been capped off for safety reasons. The flat has full gas central heating, so it there was no lack of heating. With regard to the matter of the door - this was an internal door where the handle/catch became stuck - and the tenant phoned me at 11pm, rather worse for wear, as he had obviously been to the pub. I advised that as it was an internal door he should leave it open and we would get our maintenance person to the property as soon as possible to sort it out. When I followed up the matter with the tenant to arrange for our maintenance person to fix the door, he said it was not a problem and he could not be at the property to arrange access. With regard to the TV aerial signal, we have let the property for the last 10 years and have never had a complaint about the lack of TV signal. We are most surprised to receive such a vitriolic review from this tenant, with whom we always got on well and found to be a reasonable , if rather helpless, gentleman. However, his ex partner/wife seemed determined to get him back to her home again and was resentful when our team would not respond to her calls and letters, as she was not the tenant.

We are disappointed and concerned by these comments as it appears we have fallen short of our own high standards of customer service. However,the tenant was made fully aware of the fact that a gas fire in the sitting room had been capped, both when he viewed the property and when we checked him into the property - and the flat has full gas c/h. We responded to the tenant's calls at all times - once at 11pm with regard to an internal door handle. We rather suspect that this complaint has been written by his ex, who was not our tenant but who interfered constantly and appeared very determined to do everything she could to ensure that our tenant moved out of the flat and back in with her.