Thank you for taking the time to leave your feedback. We're genuinely sorry that you came away feeling disappointed, and we’d like to offer some context for others who may be reading.
When you initially contacted us, there was a clear patch of visible mould, and as always, our priority was to address any potential risks, particularly given the health concerns you shared with us. In situations where someone in the home may have a chronic illness, we take every precaution to ensure there isn’t any hidden mould that could compromise well-being.
With your full awareness and agreement, we carried out an extended assessment which involved lifting small areas of wallpaper and lining paper to check behind surfaces. This is sometimes necessary as mould can develop out of sight, and it’s important we leave every property fully assessed and safe. Fortunately, we found no additional mould beyond the area originally identified and treated.
To reflect the fact that no further remediation was needed, we adjusted your invoice down to our minimum charge, which simply covers the confirmed work we carried out.
We do understand that any investigative work can create some disruption, and we always try to balance thoroughness with minimal impact. Our goal throughout was to ensure your home was properly assessed, and that no hidden issues were missed.
If you'd like to discuss anything further or need any support moving forward, we are always here to help.
