Sometimes reviews are wilfully unfair, despite clear communication from my team to the tenant about how to resolve their issue. This review is an example of unfair feedback that relates to a matter over which my team had no responsibility to act.. Shufen and his flat mate picked-up keys to their new home on Saturday 15 June at around 10am. By around mid day his flat mate returned to the office, very angry, shouting at staff members and demanding action was taken as they believed the hot water system to be broken. It was explained that the property was managed by the landlord and not by Martin & Co, and we showed the tenant the where to find the landlord's contact details in their tenancy agreement. We also reminded the tenant that he and Shufen had been informed that the property was landlord managed in previous written communication. Sufen and his house mate called and left messages for their landlord, and called the office again complaining that they were unable to get through, and became verbally quite aggressive with female staff members. We later spoke with the landlord who visited the same day, and confirmed that the hot water system had been fully validated as functional 24 hours prior to the Shufen and his flat mate moved in. My office has since heard nothing further from Shufen, suggesting that the issue was resolved by their landlord. Despite us explaining that we had no management responsibility, Shufen continued to leave a 1 star review despite my staff performing their responsibilities fully and politely in the face of shouting and aggressive behaviour.