There was recently a problem with the drainage in our flat block and waste water was coming up out of a manhole cover and onto our ground floor balcony area. Adele, our relationship manager, sent someone out to fix the problem later that day, and emailed everyone to let us know they would come. They came without me realising, so I sent an email that evening in a quite grumpy tone demanding that they come the next morning, and straight away on receiving my email Adele got them to come out again to make sure that everything was OK and they really had fixed the problem the night before! I was very grateful for her responsiveness and willingness to go the extra mile to make sure everything was properly resolved and to our satisfaction, even when my communication had been misinformed and grumpy! Thanks Adele!