Hi Michela Thank you for taking the time to review the service you have received from Mishon Mackay. We are very sorry you feel you haven’t received the level service we always endeavour to provide. I have been able to review the file and the communication had, and I can see there was some confusion in relation to a tenancy swap we assisted you with; although I can see everything was explained and agreed. I am aware further communication is required between yourself and the existing tenant re funds due. All responses appear to have been sent if not the same day, the following, so although I know it was a stressful time for you, I am satisfied the matter was dealt with professionalism and in a timely manner to help resolve the situation all whilst ensuring the best outcome was received to you both. Please do let me know if there is anything else you need me to look into for you. Regards Steve

Dear Inis, Thank you for taking the time to share your experience as a tenant of Mishon Mackay. Firstly, we apologise that you feel anything other than satisfied with the service you have received from us. We have had a look through all the property notes and can see that there were a few matters of concern with your tenancy to include maintenance, communication breakdowns and rent arrears. We note there were a number of maintenance issues that cropped up during your 1 year tenancy, some minor and some more complex and perhaps intrusive to your tenancy and enjoyment of the property. Having looked through the dates it looks as though all issues reported were dealt with in a timely manner, to include the window you mention, which was reported and finalised within 1 month. We are of course sorry that you had so many maintenance issues when you were in situ. However, none of these were due to negligence of the landlord or Mishon Mackay. Customer service and your journey with us is our main priority and I would like to invite you to discuss your review and experience in more detail. Please do get in touch with our Lettings Director, Jordan – I believe you have communicated with her regularly already, but she can be contacted on 01273 606076 (opt 2) or Jordan@mishonmackay.com

Thank you for your review. We are sorry to hear you are so disappointed with the service you have received from Mishon Mackay. We have looked into the property record and spoken to your husband, we are pleased to learn that the boiler is now fixed. The Landlord has a Homecare policy and a part was required which caused the delay, this was completely out of our control, but we are delighted this is now resolved. I can also see that the landlord has signed off extensive work with the garden, however, we are governed by the contractor’s workload as to when he is able to start this work. We understand you are keen to have this resolved and although taking longer than you would hope, we can assure you both Mishon Mackay and the Landlord are committed to ensuring you and your family have full enjoyment of the property. Thank you for your patience so far and should you wish to discuss this matter further, please contact our Lettings Director, Jordan Mackay, on 01273 606076 (option 2).