Dear Anna, I’m very sorry that you have had cause to complain and I’m very happy to talk to you directly about this issue in more detail. In the meantime I have looked into this further and I can fully understand how frustrating and upsetting it would have been to move back into your flat without having a working boiler. I gather the fault with the boiler was first brought to your attention back in July. You decided to wait and see if the issue would improve when you moved back into your property once your tenants had departed. Of course sadly it didn’t improve and unfortunately more work to the boiler was required than had first been anticipated which is what led to a further delay in getting it back up and running. I can assure you that you we have been transparent and kept clear lines of communication with you on this, and I can see no evidence that this was through any lack of care, just an unfortunate reality of the boiler needing more than one component to fix. Our panel of contractors are regularly monitored and have become trusted partners over a long period of time. That monitoring is ongoing and we would certainly investigate further should anyone have reason to complain. If you’d like to discuss this issue directly in more detail please call me on 01273 778844. Many thanks, Chris Sawyer (Director).