Hi Stella, I have replied to your message to us on Facebook that is under a different name but I wanted to reply to you here as well to get to the bottom of your issue. I am unable to find either name in our system and I am concerned that we are not the Paramount with whom you are renting (there is another outside of London that is independent from us). Please give us a call at 020 7644 2344 or send an email to info@paramount-properties.co.uk (whichever is more convenient for you) so that we can help put you in contact with the right person to help you solve this issue.