Dear Serena & Menelaos

I can only apologise that you feel you have been let down by the service of myspace estate agents, and it's contractors, to such an extent that you felt it necessary to write such a review.

However, I'd like to respond to some of your points.

Firstly, we try and respond to all emails as quickly as we can. However, we have over 120 properties which we let and manage, which means we sometimes have to prioritise our responses. Whilst sometimes it can take what seems like an unusual amount of time, please note that we do not own the properties, and we do have to take instructions from landlords. Once we have spoken with a landlord, we then have to arrange for a contractor to attend the property, sometimes more than one to arrange quotes for repair. These works are then arranged according to priority, therefore, if a contractor is carrying out emergency works at another property, they are sometimes unable to attend as fast as you, or us, or the landlord would like. Your particular complaint was regarding a broken dimmer switch in your living room.

With regards to the lights issue. As mentioned in our communication, we spoke with the contractor in question, somebody we have been using for many years. He advised that he tries to leave a property as he finds it, and in this particular instance, he advised he found the lights on. You requested compensation of £15-£20 which we felt was unreasonable given the cost of leaving a low energy light bulb on for a few days. He also said that the small white cover is not part of the gas appliances that he recognised, therefore, we can only assume that it has become loose and knocked at some other time. I note that the second photo you sent us was of the small cover reattached.

Finally, with reference to your last point. This contractor was not sent to the property for nothing. He was there because it is a legal requirement for a safety inspection to be carried out on all gas appliances in the property, annually. This inspection is for your safety in the property.

Dear Serena &

I can only apologise that you feel you have been let down by the service of myspace estate agents, and it's contractors, to such an extent that you felt it necessary to write such a review.

However, I'd like to respond to some of your points.

Firstly, we try and respond to all emails as quickly as we can. However, we have over 120 properties which we let and manage, which means we sometimes have to prioritise our responses. Whilst sometimes it can take what seems like an unusual amount of time, please note that we do not own the properties, and we do have to take instructions from landlords. Once we have spoken with a landlord, we then have to arrange for a contractor to attend the property, sometimes more than one to arrange quotes for repair. These works are then arranged according to priority, therefore, if a contractor is carrying out emergency works at another property, they are sometimes unable to attend as fast as you, or us, or the landlord would like. Your particular complaint was regarding a broken dimmer switch in your living room.

With regards to the lights issue. As mentioned in our communication, we spoke with the contractor in question, somebody we have been using for many years. He advised that he tries to leave a property as he finds it, and in this particular instance, he advised he found the lights on. You requested compensation of £15-£20 which we felt was unreasonable given the cost of leaving a low energy light bulb on for a few days. He also said that the small white cover is not part of the gas appliances that he recognised, therefore, we can only assume that it has become loose and knocked at some other time. I note that the second photo you sent us was of the small cover reattached.

Finally, with reference to your last point. This contractor was not sent to the property for nothing. He was there because it is a legal requirement for a safety inspection to be carried out on all gas appliances in the property, annually. This inspection is for your safety in the property.