As a tenant that has recently dealt with Zehra, I can only empathise and wholeheartedly agree with HC104.

If indeed Zehra has has no cause for concern ever being raised, consider concern raised as of now. Zehra is extremely short in emails, and fails to read the content and reply accordingly.

She has also either mis quoted or concocted TDS guidelines into an email-this is misleading and ill informed at best, dishonest at worst.

Your response to this customer is positively smug and dismissive. Your statement "She is personable & empathetic in all issues raised. We are sorry that you think otherwise.", implies that your opinion if fact, and your customers opinion on subjective.

Please start to respect tenants and act ethically.

Anon.

Firstly, we would like to apologise for your need to make a complaint, we would like to take this opportunity to state our side of the events.
Zehra Razaq personally looks after all our managed properties for our Camden Office with no cause for concern ever being raised. She is personable & empathetic in all issues raised. We are sorry that you think otherwise.
The landlord was paying for British Gas Cover for appliances and installations and we, as the managing agents, have no control over their appointment slots or their standard of work. In all cases where you have reported maintenance issues, our Branch Lettings Manager Josh Fox Cooper has personally attended the property to allow British Gas to enter and has spent several hours at the property. On one occasion we were unable to attend so we politely requested you to do so. You were unable to be there that Friday, so we attended until 7pm.
With regards to the state of the flat, you took the flat on in perfect condition, we refer to our website at the time: http://www.hotblackdesiato.co.uk/full-details?profileID=100250009023. As per your signed contract & inventory documented at the outset of you tenancy we would only expect the property to be in a similar condition taking into account length of tenancy & fair wear & tear. This was clearly not the case so, according to the terms of your contract, Zehra sent you the following email:
HI ****** and *****
I hope you are well.
We just wanted to email you that we have the property currently on the market and would be grateful if you left the property clean and tidy .
My colleagues have noticed that when they have visited the flat recently, it hasn’t been kept in a clean condition. Please keep the flat presentable especially when you have been notified of a viewing.
Thank you in advance for your co-operation.
Kind regards

We feel we have acted professionally and politely to you at all times throughout your tenancy. We wish you all the best in your new home.