I am sorry to hear you did not enjoy your tenancy at a property that we manage. We always strive to provide excellent customer service and I am surprised to read you were met with answering machines as we have a full time receptionist answering our phones and if they are busy, we have numerous staff that pick up the calls to prevent any missed calls. We also software in place to measure any missed calls and there are very few of these.

The issue with the carpet beetle larvae was not apparent on our inspection prior to you moving in and this was not reported to us until after more than 2 weeks into your tenancy so I hope you can understand that this was not picked up by us as it was not visible to us on inspection. Had we noticed it then we would have rectified this before your tenancy started. I understand that this is not a pleasant thing to find in a property that you have recently moved into but we instructed a pest control contractor on the day it was reported to us and the issue was promptly addressed. I apologise for the upset this may have caused.

With regards to the leak, we were first advised of a small leak coming through the ceiling from the flat above on 16/09/13 and as this flat was not one that we manage, we asked you to check with the tenants above and advise them to let their management company know so they can arrange a repair. We then heard nothing back about this issue and so called Amy on 24/09/13 to check that everything had been dealt with. We heard back from her on 15/10/13 and she advised the leak had stopped. We then heard nothing further from you until you made a call to our out of hours phone on 17/02/14. There was nothing we could do in the middle of the night as the leak was in a flat we do not manage but we contacted the block management company the following morning who later assured us the leak had been addressed. We then heard nothing further until 18/03/14 when a leak was reported coming through the ceiling again. We obtained details of the tenant above and found out this property was being managed by Julie Twist and so we contacted them directly to ask that they repair the leak once and for all. You contacted us again on 26/03/14 to advise the leak is getting worse and on this day, Julie Twist later advised us the leak had been stopped. You then vacated the property on 27/03/14. I apologise the leak took so long to be stopped but this was out of our hands as we did not manage the property where the leak originated. From the log of dates above, you can see the leak was not continuous for 3 months as you have suggested. The remedial works required following the repair of the leak were very minor and just a small amount of stain blocking was required to remove the water marks. Had the leak been as serious as you have suggested, much more would have been required to bring the property back up to an acceptable standard. However, saying this, I can understand how frustrating it must have been for you living with a leak coming in to the property and I apologise that this was the case.

We were advised in January that you wished to vacate the property at the end of your tenancy in March and you then came back to us in February to ask if you could renew your tenancy for a further term. Unfortunately by this point, we had re-let the property to different tenants so this was not possible. If the property was in such a poor state, I do not understand why you would choose to extend your tenancy.

I am always disappointed to read poor reviews and look at issues raised to prevent further instances in the future but having looked through the details of your tenancy, I am confident we have acted appropriately in dealing with the issues you raised.