We would firstly like to thank the reviewer for their comments and can confirm that Franklyn James are aware of the property and instance being referred to in the review. It is important to note that whilst Franklyn James remain as point of contact for occupants of our managed properties we, as with all Managing Agents, are not able to undertake maintenance items without express agreement of the landlord. As rightfully advised by the reviewer a large number of communications have taken place between ourselves and the tenant however we strongly disagree with the suggestion that we do not care about the matter, we care greatly about all of our clients whether they be tenants or landlords.

Franklyn James have continued to sympathise with the position of the reviewer whilst looking to fully understand the items in question. The landlord has provided instruction to their chosen independent contractor who has attended to both underfloor heating and hot water (luke warm water) matters which have been raised by the tenant. The review is misleading in suggesting that the matter of the hot water has been for a period of six months. The contractor returned from attendance to the property relating to the heating indicating that there was no fault in place and if the tenant felt that this remained they could contact the utility provider to confirm off peak supply is connected as required. Communication has been received yesterday from the tenant following discussions with the provider confirming that there are no faults with the off peak supply. No further consent has been received from the landlord for any additional works to be undertaken following the advice of both the independent contractor and utility provider that they can find no issue. Franklyn James have at no point denied any responsibility in this matter as suggested by the reviewer however have clearly communicated to the tenant the findings of the contractor and instructions of the landlord and that without consent for any further action to be taken we are not permitted to do so.

We believe the review, star rating and indication that we would not be recommended as an agency by the reviewer to be an unjust review of Franklyn James and the services provided to them. As such we kindly request that any party reading this take into full consideration that as with any managing agents we are only permitted to undertake action with the consent of the person whom we are acting on behalf of. Communication is continuing with the landlord based on the comments of the tenant received yesterday.