Hi Gerard, We appreciate all feedback as it gives us an opportunity to improve our service. Customer service is of the upmost importance to us, therefore any complaints are thoroughly investigated and appropriately actioned. With regards to fees, we would not put charges towards the tenants unless the damage caused is deemed as tenant misuse by a qualified contractor. All our contractors are thoroughly vetted to ensure that they are credible and, carry out works to a high degree. We also ensure that all our customers are aware of their liabilities as mentioned in our Tenancy Agreement. We have audited the issues which you raised and, found paper trails to support that that all maintenance issues were actioned within 24-48 hours from them initially being reported.You did not raise this complaint during your tenancy which makes it difficult for us to identify where the fault has been from our side. You are correct in that we ask tenants to write reviews for us however you can see from the hundreds of reviews written that they are from people at various stages in their tenancies (or after) We are sorry to hear that you feel as though your London Shared experience was not what we work so hard to deliver to all our tenants. We are always looking to improve our company and, whilst we do not necessarily agree with them, we have taken all the points you raised onboard for further company growth and development. If you have any further points you would wish to bring up with us then please don’t hesitate to get in touch to info@londonshared.co.uk Thanks, London Shared team