Dear Mr Rawlinson,

I am sorry you feel that our service has not met your expectations. As you know, you wanted to take up your tenancy within days of viewing the property so the turnaround time to prepare the property between the previous tenancy and yours was incredibly tight given the ever changing tenancy compliance regulations. Within 48 hrs of the move date, you also changed your mind several times whether you would be proceeding or not due to your own personal circumstances.

We have a duty to ensure that our managed properties comply with gov't regulations or we risk our landlord clients falling foul of tenancy laws. We equally cannot know in advance what non visible maintenance works and faults exist in a property until it is reported by a tenant or before we receive the inventory clerk's report.

Every maintenance report you have raised to date has been addressed in a timely manner with turnaround being less than 48 hrs and only restricted by your unwillingness to grant access. We have also tried to book contractors to attend within time frame windows set by yourself to minimize intrusion and inconvenience. You appear to be incredibly difficult to please and constant personal and sarcastic attacks on our staff have been met with nothing less than professionalism.

On the subject of professionalism, you continue to send Whatsapp messages to staff's personal phones at unsociable hours despite being redirected multiple times to the maintenance protocol. Your general conduct may indeed explain why you were having issues renting through other agents but we at Hillview are always up for a challenge!

Hillview will continue to provide the same level of service with integrity as we do with all our landlord clients and tenants and trust that our reputation over the past decade for service with excellence will supersede the negativity of one individual's misconceptions. We will try to maintain our reputation as a proactive and efficient agency whose practices remain beyond reproach. We accept that as a general rule of law, one will not be able to please ALL of the people ALL of the time.

We wish Mr Rawlinson all the best and hope that his check out experience is less frustrating.