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Good Morning, I would like to bring to your attention that absolutely horrific way that I have been treated by your Plymouth branch on Mutley Plain. I pay for a fully managed service with yourselves and I have nothing but trouble with yourselves and since absolutely nothing gets done when I try to correspond with yourselves and I’m either met with terrible attitudes or ignored completely I feel it’s time I start to address yourselves publicly. .I have had to send 4 emails to report a flood coming through a ceiling (still no action taken by yourselves). .I have also called yourselves 14 times to report a severe flood and still you have not taken any action to make this safe. .You advertise a 24 hour emergency service and in fact you just completely ignore any emergency reported to yourself . . My tenants deposit seems to have completely disappeared and the government backed deposit protection scheme still haven’t received it from yourself. . I would also like to know why it is deemed acceptable that when I report a flood to Sam Robbinson, Alex Craven, Michelle Serau and Teresa (property manager) not at one point has anyone looked into this matter or arranged for a tradesman to rectify this problem leaving me no option but to take time out of my working day to do this. You manage my property and I pay for a fully managed service. This is advertised as a service you will look after the properties if the landlord is unable to or too busy. You advertise that you have a 24 hour repairs support but I contacted you 72 HOURS ago complaining of a leak going through the ceiling of one of my properties into my lower property. I live 4 hours away from the property and I am unable to manage it myself due to work commitments. Even though you were made aware that the leak was so severe that it coming through the ceiling of the lower flat YOU DID NOTHING. I emailed 4 DIFFERENT MEMBERS of staff with not 1 single reply. I called your office and out of hours emergency line 14 TIMES yesterday alone begging for you to look into the problem as I was worried for the family living below. I expressed I was worried the ceiling was going to collapse so needed this sorted ASAP. I had no option but to turn off the water supply to all 3 of my properties in that block because no one in your office would reply to me so I was unable to gain entrance to the the flat where the flood was coming from. This left 2 families with no running water and when my understandably stressed out self contacted your office I was met with the absolutely disgraceful attitude of SAM ROBBINSON. I had to take time out of time my working day to arrange an emergency plumber and all I requested was that your staff let my plumber into the flat where the leak was. After Sam refused to make this journey that is less than a 5 minutes from your office as my property is on an adjacent road to your office I asked him to put this in writing as I pay for a fully managed service and there was an emergency that you were failing to take any action to rectify. Sam at first refused to put this in writing then stated he would do it on 30 minutes. I contacted him over an hour later and this time I took to initiative to record the way in which I was being treated as I feel it extremely concerning that Millers staff are confident in acting a certain way but want to hide all proof of this behaviour. Please listen to this audio and see what I have to deal with in the state of an emergency. Your refusal to let my tradesmen in lead me to incur extra charges as the tradesmen had to go out his way. As this behaviour seems to be a reoccurring theme with Miller’s this would lead me to believe that this poor conduct is an organisational culture issue and this leads me to my second point. I have been in contact with yourselves for over 4 weeks now as the deposit you were meant to transfer for other properties I had to pull from yourselves due to your poor management skills have still not been received by the government protection scheme. These deposits should have been transferred on August 24th 2020 and we are now in October and these deposits have still not been received and after doing some research on your company I have seen that numerous members of staff had been convicted of fraud. This leaves me extremely scared now as this money has seemed to go missing without a trace. I would really appreciate it if somebody could contact me and let know why Millers thinks it is acceptable to conduct business in this matter. Please see attached the audio of my conversation with Sam Robbinson also the numerous times I have had to call yourselves to beg you to take action when there is an emergency.