Dear Shreyas
We are most disappointed to read your unkind review. I have spoken to my property maintenance team and they have sent me as per below:

She reported her toilet to us as it was not flushing on 15 June. She was on the phone and was very rude to us, demanding someone come immediately! So we called Jamie and asked him to attend as soon as he could, he was on a job at the time.

She kept phoning back. We advised her that we had reported the matter and that the LL plumber would be round asap. Nobody was rude to her, she was the one who was very rude.

We also emailed Jamie and called him again to ensure he realised that the TT was expecting someone asap.

we advised her that there were 2 other toilets at the property which were not being unused as a couple of the lady TT’s had gone back home – so she was not left without toilet to use.

We fully accept the problems you encountered and as you do know, everything was attended to personally by ourselves as the landlords contractors were not resolving this issue as fast as we as your agents expected in regard to the leak/silverfish.
We actually received a 'THANK YOU' from the other members of this group affected.
We have since held urgent meetings with your landlords and we are now permitted to send our own contractors in per chance we cannot get hold of theirs. You must be aware the we are legally and contractually obliged to use the landlords own contactors if they so specify - which your landlords' did during this period and our 'hands were literally tied' , much to ours and your chagrin!. I know you realise that you will have to adhere to the legalities of contracts with your clients when you begin or are already in work whether you agree with it or not I'm afraid.
My team have evidence that your left this poor review the 'day after ' you reported the toilet issue! So 'taking ages' is incorrect from our stand-point, we adhered to the right and proper process in regard to reporting your issue to your landlords and I can assure you that this would have been chased and chased for a resolution but as stated earlier we were legally obliged to use their contractors.

Overpriced. - Incorrect - please study other agents, we know what all our competitors charge
Inattentive - Incorrect - we reported ALL of your issues the same day to your landlords.
inadequate agency. - We of course dispute this but you have a right to your opinion!

Please be reassured that we do fully understand all of your frustrations but it is very difficult for us to receive such vitriol when we did and do all we possibly can, even as stated earlier - demanding urgent meetings with your landlords 'during lockdown' in order to get all of your issues resolved, as stated - we now finally have been the given the authority to use our own contractors if we cannot ensure their own are not attending with a matter of urgency.
We do hope this reply will help explain what actually happened, but as I/we said, we expected complaints regarding your property - but sadly they should not have been directed at us.
Wishing you all the very best in your future studies
Your Belvoir team