Response from the owner
2 months ago
Many thanks for the review Rebecca. Although we have responded to your personally I would just like to reiterate that although Mint Homes are a small team, we pride ourselves on the efficient and friendly service we provide and take both landlord and tenant customer service very seriously, whilst striving to treat all our tenants and landlords equally. When there are issues with any of our properties we aim to rectify the problems as quickly as possible, however, larger or more complicated maintenance jobs can take longer to complete due to coordinating multiple contractors (including scaffolding), or requiring a landlords authorisation when it involves substantial expenditure. During the delay you were offered alternative accommodation at two other properties and three other rooms within your existing one. I'm afraid one room was a little more expensive as it was an en-suite, but the others were priced the same or less. The repairs were completed within two months and following your positive email of 1 May, we were unaware there were any outstanding issues. As advised, Mint Homes do have a complaints procedure in place, and we would have been more than happy to send this to you in order to resolve the issue at the time of the incident. You have also been a Mint Homes tenant for a long time and as you suggested, we thought we did have a good relationship with you, however, we realise that you have had two different experiences in two properties and are really very sorry that you feel that your experience of renting through Mint Homes did not continue to be as good as before. We constantly look at ways to improve our service to ensure we carry out our landlords wishes whilst also looking after our tenants and have taken your comments on board.