Hello Mrs Durston-Smith. I'll try and be brief with my reply, however, I will respond to each point that you make. We took over the management of your property in January 19 ( 20 months ago). Looking at the notes and correspondence in out very detailed audit trails , you have threatened to change agents 4 times, including in this review, yet here we still are. If we are as incompetent as you say, why haven't you given formal notice? With regards to the leak - I'm assuming that the 'week' includes the 5 days it took for you to contact us after we called and emailed to discuss the quote we had obtained the next working day from the issue being reported. All of our correspondence (fees, quotes etc.) clearly state that VAT is part of any amount payable if it is appropriate and I assume by the 'small print', you mean the Landlords Terms of Business sent to you on 17th October 2019. Your rent has always been paid over to you within your Terms of Business and, again, we have detailed audit trails to show this. The fee that would have been charged to you for putting a new tenant on the agreement was actually for referencing the tenant (which has to be done in accordance with the terms of the Rent Guarantee policy) and not for 'adding a name to a piece of paper' (by which you mean the Assured Shorthold Tenancy agreement, a 16 page contractual agreement that protects you from any breaches of the tenancy). The charge to the new tenant would have been made as this charge is deemed to be a 'Permitted Payment' under the Tenants Fee Act 2019 (details of which were sent to you in one of the landlord update emails we regularly send out) - 'spam mail shots' you referred to them as in your review. As it transpired, no new tenant was actually added to the tenancy so neither of these charges were payable. I would not usually reply in such detail but if someone leaves a review of this nature, especially one with such blatant inaccuracies, I feel obliged to respond as such.