We are sorry that you seem so aggrieved however we cannot comment on your issue as we are unaware of your property address. I understand that you may wish to remain anonymous .

However I can comment on most of your issues in a general sense.

As regards renovations – we do carry out repairs to all properties as they arise but renovations are different in this case we do shut the house down.

Boilers do break and we have to deal with repairs, how these are dealt with depends on availability of parts - but in all cases when the internal temperature of the house is below 16 degrees we provide temporary heaters and as a matter of policy all houses have at least one electric showers to allow hot water for bathing. In exceptional circumstances boilers can take a week to fix but we cannot see how you would be having no hot water.

Regarding the internet - we make it very clear via the repairs policy posted in every house and given in all moving in packs that we subcontract out all troubleshooting of internet provision to our suppliers. We simply do not have the knowledge and very often they have to tests direct to the house involving your personal equipment – in cases of longer interruption we do offer MIFI hubs I assume that is what you mean by a temporary solution. I cannot see what more we can do, if for example your road is dug up and at the cable breaks and we give you temporary MIFI hubs these seems like a good thing and not a bad one.

We have a very traceable contact management system and 94% of tenant emails are replied to within 24 hours the balance are largely accounted by mails that come in after 6pm on a Friday which are not urgent by nature, however we do ask that tenants use our online reporting system for faults which means that nothing can ever get missed.

As regards visits – I think that we cannot comment on this without more information - we attempt at all times to give 24 hours' notice of visits which we send by email only, these are generally notices and not requests so if you have not seen the email we can only apologise but we feel that our procedures are very robust in this area.

As for your icing on the cake, we give you a moving in leaflet to help you move in so it is logical that we do the same at the end of the tenancy, the sole aim of this is to ensure that all deposits are returned in full which you say that they were so in that respect surely we deserve some credit for proactively arranging this.

One thing that still puzzles us is your comments about agency fees – we do not charge any additional agency fees so we are not sure what that relates to.

I have attached various document in support of the above including a complaints procedure as we would welcome an independent review of your claims.