Dear Thomas, We are sorry to hear you were dissatisfied with the service you had received. We were not aware of your review until today. With regards to contacting and speaking to a member of staff we were available on the telephone from 9am - 6pm Mon- Fri and 10am - 4pm on Saturdays. On many occasions I took both yours and your partners telephone calls and attempted to resolve all issues. The bed was replaced once we had the landlord's instruction - unfortunately as most people can appreciate we cannot act without a Landlord's instruction. With regards to entering the property without contacting you prior, I recall this incident and it was found that an email was sent to you to confirm the appointment. Our property manager will always attempt to confirm an appointment on the telephone and failing that either a letter or an email is sent. As you are aware, the Landlord was not impressed with the condition you left the property in which resulted in the DPS awarding the full deposit to the Landlord. We wish you all the best in the future, Martin & Co - Walton on Thames