Dear Nicola, Im not surprised at your review based on your attitude as weve tried to help with the boiler issue since yesterday, less than 24hrs ago. Id like to clarify a few things though as youre not fully telling the truth. Ill start with the mice issue, that youve never mentioned previously im assuming because the issue was dealt with long before you moved in and hasnt reoccurred. The issue was prior to us managing the property but we took care of the issue for the landlords as their previous agent was pretty useless by all accounts. I can assure you that you will have mice in the garden again come spring or summer, not much anyone can do about that. There was no reason to advise there had been a pest control issue, it wasnt relevant as it no longer existed and posed no risk.

You never called us to report any repairs. We arranged for a facetime inspection to be carried out and you were asked if there were any issues. You then advised that one of the bedrooms (that you use for storage) had a faulty radiator and that you may need to use the room for guests at Xmas. At this time you also mentioned that one of the shower mixer valves wasnt working and that a pull cord was faulty. There was a slight delay in getting the parts for a week but then when we tried to organise access we had to arrange them at your convenience, which is no problem but delayed the repairs by another few days to suit your requirements.

With regards to your boiler you emailed my colleague just after 2pm yesterday, Sunday 27th December. You then called our emergency number not 5 minutes later which as you know comes through to me. You left a curt message saying no one had bothered to call you back about your issue when you'd only reported it minutes before. Im sure youll appreciate that we cannot stand by our phones and emails waiting for tenants to call and that we may be busy doing something at the time you do which prevents us from immediately answering. I "finally" called you back less than 10 minutes later. During that time you had emailed more of the staff at Holland Properties and were continuously calling my phone. In fact whilst I was speaking to you your partner called me twice more even though he must have been in the same room as you knowing I was talking to you. To be clear a boiler not working is not an emergency, there is no threat to life, its not a gas leak, water leak or fire. At this time of year I can certainly appreciate its urgent and an inconvenience but not an emergency. I never told you "we will see what we can do". I advised very clearly that we will look to locate a gas engineer that can visit as soon as possible. After speaking with our known contractors and then calling numerous Gas Safe engineers from their register I called to advise that a contractor would be with you at 12pm today. We then received a barrage of emails that you had spoken to your solicitor who told you to call the police, which you apparently did and they visited your house to take a temperature of it in order that you could proceed with action against us and the landlord and then followed up with saying that you called British Gas (knowing there is no Homecare agreement) and they told you someone could have visited in 2hrs to repair the boiler. Now all this nonsense was really not necessary or productive.

As advised should the contractor not be able to repair the boiler today then i would drop heaters to you. As expected parts were needed (PCB) and not available to acquire on a bank holiday Monday but he advised he will look to get one tomorrow (29th) and return and replace same day. Hopefully this resolves the issue but we dont know until thats done. He called me at 12.15pm and by 1pm I had delivered to your door (from our Canary Wharf office) 5 portable heaters as I said I would. To then be stared at by you as if I was stuck to the bottom of your shoe with not a thank you to be heard or any sign of appreciation speaks volumes and I would hope that anyone reading this as a serious one star review realises that on a Sunday, the day after Christmas during a pandemic in a Tier 4 area the service you have received is far and away better than anything I know 99.9% of other agents could provide. As ever we are here 365 days a year ( I took 2 "emergency" calls on Christmas Day) and we will endeavour to resolve issues as quickly as possible but please be aware that we dont have a magic wand to fix problems minutes after they happen and not do we have a contractor sat outside every property we manage just waiting for something to break.