Dear Sophie,

We are sorry to have received such a negative review from you and would like to respond to the points you raised as we pride ourselves and are renowned for our customer service as all the other reviews will confirm. Testament to this is the many hours that as a company we dedicated to your file over the course of the tenancy. There were complicated and often time consuming maintenance issues that were dealt with in an efficient and thorough manner throughout the tenancy. At the end of the tenancy we were able to assist in your successful substantial claim to recover the costs for damages from the tenants deposit.

You mention the tenants consistently paid the rent late, our records show that during the eight months of the tenancy the rent was paid late twice and was rectified within days. We updated you regularly and kept you informed of the tenants reasons for this. Four months were actually paid early and the other two on time.

Our records also show that we received an email from yourselves informing us that there was an unavoidable reason why you needed to return to the UK. Therefore we were very surprised by your statement that we were the reason for your premature return.

As the tenancy ended in April 2016 we hope that the last 15 months back in the property have been a happy time for you!