Hi Fiona We are sorry to hear about your negative experience. We value every single customer and always feel we bill fairly for works provided. If an issue does arise in billing, we are happy to discuss it. To address your points raised, you had a leak coming through your ceiling, I diagnosed the faulty parts which I replaced works were carried out and original leak through ceiling was fixed. To carry out works we had to turn your water off, in doing so the isolation valve wept a minute amount of water. Your tenant informed us that because it was so small it would be OK to come back in a couple of days, due to other work commitments we had. On the day in question we received a call from your partner, so we attended your property on an out of hours call out. We then fixed leak despite it not being in relation to our work. You were not invoiced for this and upon visit we discovered you had additional problems with your taps and shower making vibration noises through the pipework. This highlighted an additional problem which we quoted I am sorry you were dissatisfied with the time it took for you to receive my quote. You had hot water and heating, you were not left without services. The old parts that I left on site were not quoted or asked to be disposed of. Your comment about an insecurely fitted tank to the wall was incorrect as it was fitted on a hanging bracket. However, we did offer to change this to a fixed bracket but I did not hear back from you.