Dear Tania, We appreciate all feedback as it gives us an opportunity to improve our service. Our relationship with our landlords and tenants are taken with a lot of care and importance at London Shared. With regards to maintenance we have an inhouse operations team that can assist with small maintenance and repair issues. However when maintenance issues needs to be looked into further by contractors who specialise in specific areas, we must inform and request the landlord to approve these visits prior to the contractor attending. Regarding the end of the tenancy, you are correct, there were some things that were overlooked from our side, such as paint work. However, following up on a conversation with you, we arranged for a contractor to attend and complete these works.I understand it was inconvenient to delay these works, so please accept our apologies for the service provided at the end of the tenancy. We are always striving to be better as a company and your feedback will definitely support us in doing so. If you have any further points you would wish to discuss please do not hesitate to get in touch. Thanks, London Shared

Dear Divyam, We value the time you've taken to express your concerns, as it helps us continually enhance the service we offer to all our tenants. Regarding your deposit return, delays can sometimes occur when deductions are disputed, as both parties must submit evidence to the Deposit Protection Service (DPS) for review. Our intention is always to resolve such matters as promptly and transparently as possible. If you require further clarification or assistance, please feel free to contact our office and request to speak with a senior member of our team. We are committed to ensuring a fair outcome. With respect to cleaning, we provide a complimentary weekly service across all our properties. Our cleaning team is highly experienced and comes recommended for their work across our entire portfolio. For repairs, we follow a strict process where qualified contractors are assigned to assess and complete necessary works in a timely manner. We apologize for any inconvenience you have experienced and appreciate your feedback, If there’s anything further we can assist with, please don’t hesitate to reach out directly. Best regards, The London Shared Team

Dear Max, Thank you for your feedback. We appreciate you taking the time to share your concerns, as it helps us continue to improve the service we provide to all our tenants. I'm sorry to hear about your recent experience and would like to address the points you’ve raised. The heating and hot water issue was reported on Saturday, December 14th. Our out-of-hours team followed standard protocol by attempting to troubleshoot the issue with the tenants over the phone. When this was unsuccessful, a contractor was promptly dispatched to assess the situation. Unfortunately, repairs required further works that could not be completed out of hours. While quotes for the work were being obtained and approved, portable heaters were provided to offer temporary relief. The boiler has since been fully repaired, and we apologize for the inconvenience caused during this process. Regarding your Property Manager’s leave, we had a team in place to manage issues during this period, including an out-of-hours service and a temporary Property Manager on standby. We understand how important communication is and will continue to ensure tenants are supported in all circumstances. On the matter of the Wi-Fi extenders, new units were ordered, but the delivery took longer than expected, leading to a delay in installation. The new extenders have since been installed and are fully operational, with all housemates kept informed throughout the process. Concerning the garden maintenance, our gardening service typically operates on a monthly schedule. However, during the winter months, service frequency may be reduced. We are actively reviewing the schedule and will ensure visits are resumed shortly. We would also like to clarify that our reviews come from a diverse mix of tenants, including new, existing, and those who have vacated. We are committed to ensuring a positive experience for all residents and value feedback from every stage of their tenancy. Your feedback helps us improve, and we’re committed to providing a positive living experience for all our tenants. Please feel free to reach out if there’s anything further we can assist with. Best regards, London Shared

Dear Dan, Thank you for taking the time to share your feedback. We are sorry to hear that your experience with London Shared did not meet your expectations. Your concerns are important to us, and we would like to address the points you’ve raised. Maintenance Issues We are sorry that you felt maintenance concerns were not handled promptly. We aim to address all property issues as quickly and efficiently as possible, and we regret that this was not your experience. If there are matters you would like to discuss in detail, We would be happy to investigate further to understand what went wrong and ensure improvements are made. Rent Increases While rental reviews are influenced by market conditions and other factors, We understand how an increase could feel significant. We strive to provide clear communication and options for our tenants during the renewal process, and we apologise if this fell short in your case. Miscommunication on Renewal Pricing: I apologise for the confusion surrounding your renewal and the pricing offered. This should not have occurred, and I will review our processes with the team to ensure consistency and clarity in communications moving forward. London Shared values feedback like yours as it helps us identify areas for growth. We’d be happy to discuss your experience further to better understand how we can improve. Please feel free to reach out directly at info@londonshared.co.uk Thank you again for your feedback, and I wish you all the best in your future endeavors. Kind regards, London Shared