Manuela, I am sorry that you feel that you have waited too long for requested works to be completed, and assure you that we are doing everything in our power to rectify the matter. Letting agents are permitted only to act on the instruction of their client, the landlord. I know that we have explained this to you. Your contract is with the landlord, and we require the landlord's authorisation to act on repairs or maintenance. We have suggested to you short-term actions to mitigate the matters, and we continue to raise the matters with your landlord and will take action once we have been instructed. I have reviewed correspondence for the pre-tenancy period and can see that along with your co-tenant we hosted viewings of 7 properties including a total of 4 viewings of your current property before you committed to it. I can see that you and your landlord entered a negotiation prior to you committing to the property. Following your confirmation of an offer to rent, the pre-tenancy process proceeded without complaint from you at the time. I note also that we made clear to you that our client had instructed us that we should not prepare a pre-tenancy inventory as that would be done directly by the landlord. I would be happy to remind you of the correspondence and discuss your feedback with you either in person or on the telephone. Kind regards, Bill