Pennine Lettings & Management

We would like to respond to confirm the actual facts of this situation, these tenants phone calls have been returned daily on the occasions a repair has been required, we realise there was a fault with the emergency phone for a short stage but we rectified this quickly. This tenant reported a boiler fault on the Tuesday, they had a visit from the landlord who is a plumber within 24 hours, two further visits from another plumber the same week and then a new boiler installed within 9 days of the first call, apparently this was not satisfactory so the tenant decided to report the situation to environmental health, this was not pursued as the council could see we had acted efficiently. The previous tenant did not report any faults with leaks or front door lock issues hence why we were not aware of them, as soon as this was reported, a locksmith was called and the flat roof was replaced. The comment regarding our knowledge of the failed locks for months is defamatory and I would suggest if you ever can't open the front door you exit by the rear door in the event of a fire. We do not wish to sound unprofessional or unsympathetic however sarcasm is required when responding to this review if for no other reason but to protect our company name. We hope when these tenants move to a new property they will apply rationality, decorum and be pleasant to their new landlord/agent.

Thankyou for replying to this comment almost two years after originally posted. As you can see issues with the boiler were apparant in 2013 which were reported constantly, eventually in 2015 the boiler broke down in the middle of winter in heavy snowfall without hot water or heating where the rooms were minus 2 degrees for a length of 10 days. As tennants who have never missed a payment and have kept the house in excellent condition from the start do not appreciate sarcasm, the back door being at the back of the house and would not be able to reach it in the event if a fire. I was unable to lock the door one night and had to stay downstairs, I was also unable to get into the house one night due to the lock, the next door neighbours landlord and her son attempted but could not open it, this was not rectified straight away as the landlord insisted that spraying wd40 would work obviously it didn't. We have paper work and logs that show the length of time we have waited for every repair. The leek in the roof which turned out to be a hole covered in blue tarpaulin had been present for a few months before our move in and the landlord was waiting for a friend to return from holiday to repair it, again the friend took a fair while to return. I find it hard to beleive the previous tennant was unaware of tarpaulin and Tarmac being placed on the roof while in residence. The landlords friend, when he arrived from his holidays said the landlord had been aware of this for a long while and was a complete mess. The fact we had to constantly report issues like this to you constantly was obviously very annoying to you but if you had placed yourself in our position you would see at time it was unbearable. We will treat our new landlord amiacably as we do with everyone. And will choose to ignore your insinuation.

I also feel I need to respond again to this reply from the letting agent as I have re read the response after seeing this late last night was not as clear as I could have been. I find the reply re: using the back door highly unprofessional and if intended to be amusing can assure you was not. You are aware of the layout of the house and know to reach the back door you must walk from the stairs through two rooms to reach it, impossible in the case of a fire, which was my concern in the first place and was not intended to cause you any amusement. The fact you are so flippant with safety and concerns reflects your overall attitude throughout. Also I suggest updating your address on this website as, if I am not mistaken, is not your adrdress and hasn't been for at least two years. Your phone number also has a digit missing, meaning contacting you would be impossible. I also find it concerning that your emergency phone number is still ineffective even when you specifically told us to ring it that night but failed to tell us the number had been changed the previous year. As you felt the need to mention the environmental health conversation it is apparent you have many unsatisfied customers contacting them, this was revealed by the department themselves. And as you made it quite clear while telling us we should be grateful as you have tennants with families who have been without heating and hot water for more than two weeks. If this is the case and not just and attempt to guilt us your ethics as a letting agency are questionable. When revealing the 'facts' of the numerous issues please bear in mind we have logs and evidence for every issue, including evidence of timescales, correspondence and communication between every service used. I do not appreciate being accused of defamation regarding the lock situation, especially when I have evidence of the length of time between first reporting the issue and it finally getting rectified, I can assure you this was in the region of months rather than merely weeks, but I am sure you are aware of this if your own documentation is accurate.