Dear Mr Siddique, Thank you for your review. As you are aware I have been fully involved throughout the whole process starting from your early sales and letting enquiries. I am surprised and extremely disappointed that you were unhappy with the level of service myself and my team provided. I have gone into your property details and spoke to my staff to build a clear picture. To clarify, I have counted over 50 (fifty) bits of correspondence and conversations via text, email and telephone calls with at least 4 members of staff a lot of them being in the evening and as late as 11.30pm. 4 separate visits were made to your property on your insistence. Both you and your partner were offered concise advice about our levels of service and what each one entailed. You opted for a Let Only service which is self-explanatory – once a tenant has been given the keys then the management of the property becomes the responsibility of the landlord, this was a cheaper option in comparison to the fully managed service that we offer. We use a fantastic referencing company who carry out reference checks on the potential tenants obtaining references from previous landlords and employment records. Your tenants were approved with flying colours. Circumstances for anyone can change in an instant be it due to loss of employment, separation or even a bereavement, therefore it is absolutely impossible to predict a tenant will last the duration of the tenancy and continue to make payments. You were also advised about the Infinity service that has a rent guarantee element within the package. Despite you opting to go for the Let Only service both myself and my staff continued to advise you during your difficulties with your tenant even though we weren’t obligated to so. If you would like to discuss this matter further, feel free to call into the office. Camran