Dear Olivia, It is worth noting that you expressed interest in renting another property through us after this experience. Unfortunately, we were unable to facilitate this request, which we believe may have contributed to the tone of your review. We are all completely astonished by your review, as we have done more for you than anyone else in the building who was affected by this leak. I would also like to point out that this was the neighbour's roof that caused this leak, no fault of our landlord or a lack of maintenance. As soon as we were made aware of the leak in your flat, we took immediate steps to address it. Temporary accommodation was promptly provided in the same building, with the landlords offering their other flat for free a goodwill gesture. We believe this reflects the landlords’ accommodating and kind approach to ensuring your comfort during this time. The affected room was professionally assessed and repaired, with moisture in plaster during the drying process being a normal occurrence and not indicative of an ongoing hazard. I can 100% confirm there is no mould in your bedroom. If I may suggest, what you actually mean is that you are fearful for the potential of mould in the future. We regret the inconvenience caused by the hot water supply issues. It is important to note that while there were interruptions to the hot water taps in the kitchen and bathroom, the hot shower remained functional throughout and when I discovered the delay in the repair it was myself who sent you all an email asking that if something goes unresolved to please feel free to chase us. Our team always aims to treat tenants and their representatives with respect and professionalism. Caroline, Ayla, and the rest of our staff worked to address your concerns as quickly as possible, and there is nobody in the office less likely to raise their voice than Ayla. That said, we must note that conversations with both you and your guarantors occasionally became heated. Instances of shouting at team members are unhelpful and do not help facilitate a resolution. We are often complemented on our communication and responses to emails but it is not fair to send an email Friday night and then complain you've had no response on Monday morning. I think if you honestly reassess everything, it is my hope that you will remove this negative review from both google and also trustpilot, as it is not a true reflection of this business, considering everything both ourselves and our landlord have done for you.