Dear Sami, We are surprised to read your comments and it is only fair that we provide a full and transparent response to clarify the situation. Firstly, you are currently renting and ‘managing’ this property WITHOUT a Rent Smart Wales license. 1. There is no dog at the property, there hasn’t been since March. Credit to the tenants, when they were told they could not keep a pet in their studio flat it was rehoused with their family within weeks. It is also interesting how you describe the dog as big. I do not think it has ever been mentioned what type of dog it was, so I think the size is a bit of an exaggeration, and it is never advisable to exaggerate on size. 2. You had contractors involved on your property following the council’s involvement and the Abatement notice served on you following you leaving the tenants without sufficient heating during the period of excess snow earlier in the year. An unwillingness to resolve the situation in sufficient time led us to get involved and our contractor had to carry out a full replacement of all the heaters within the property. The 10% you mention was from a higher final bill and due to the additional parts and labour used by the contractor carrying out works on the abatement notice. This has previously explained to you along with a breakdown of costs. Also, a note on this, you have only paid the contractor less than 50 percent of his invoice and the final balance remains outstanding. 3. No keys have been lost, they were given to the tenants. There were two tenants going into the property so 2 sets of keys were handed out. Keys removed from the office are always recorded. 4. All emails have been responded to and it has been confirmed that we do not wish to have any further involvement with this property based on the above issues. We work extremely hard to ensure that all our properties are maintained properly, we take the health and safety of our tenants very seriously and will only work to best practice within the Tenant and Housing Act. Many thanks Martin & Co