The Plumbing Gang Brisbane - My Customer Experience & Quote Dispute

Summary of what happened

Following a new house build in Corinda, Brisbane, I engaged The Plumbing Gang Pty Ltd to cut down and cap four exposed stormwater pipes in my yard and fit drain grates (which I had already purchased and laid out on site). On the day, the attending technician carried out an inspection and presented me with seven different quote combinations ranging from $1,850 to $6,150 (plus GST).

I declined the leak detection, jetting and camera work and accepted the cheapest option to proceed with the physical drain work. I paid approximately $2,000. In my view the scope I understood I was paying for was the four drains. What was completed was one stormwater grate installed, one pipe cut below ground and capped, and one sewer inspection opening (IO) lowered - in roughly one hour on site.

Follow the logic: one drain ~$2,000, so four would be ~$8,000

A fixed price of ~$1,850 (ex GST) - about $2,000 inc GST - covered a single drain plus a cap and the IO. On the company's own reasoning (a fixed price per drain), completing all four drains I originally asked about would therefore have cost in the order of $7,400-$8,000 - for what I estimate was a few hundred dollars in parts and around two hours' labour. That comparison is what convinced me the charge was not reasonable.

The core of the dispute

The Plumbing Gang states the signed fixed-price quotation was for a quantity of one grate plus one IO modification, and was completed accordingly. I say the on-site discussion, the four grates I laid out, and the recorded booking call all made clear a four-drain scope, and that the pricing and sign-on process were not made clear to me. Both positions, and the full correspondence, are set out below so you can read the record and judge for yourself.

An itemised price breakdown was requested and not provided

On site, I asked for a direct, itemised breakdown of the quote - the individual cost of labour and each material component - so I could understand what I was actually paying for. That request was declined at the time. I then requested a fully itemised invoice again in writing, formally under Section 101 of the Australian Consumer Law (which provides for an itemised bill on request). At the time of publishing, no itemised breakdown has been provided.

Key figures

Separate quote options presented on site

$1,850

Cheapest option (ex GST) - the one accepted

$6,150

Most expensive option shown (ex GST)

~$2,000

Total paid (inc GST)

1 of 4

Drain grates installed

~1 hr

Approximate time on site

These figures are drawn from the quote sheets I was given (reproduced below), the company's written reply, and my own dated emails. Where a figure is my estimate (for example the time on site) it is described as an estimate.

Timeline of events

Week of 15 June 2026

Initial phone booking with the company. I requested a technician to cut down four exposed yard pipes, install stormwater grates, and investigate a possible leak. (The company holds a recording of this booking call.)
23 June 2026 - morning, on site

Technician attended. I had already laid out all four stormwater grates on the patio beside the exposed pipes. The technician carried out an inspection and presented seven quote options ($1,850-$6,150 + GST). When I asked for a direct, itemised breakdown of the component costs (labour and materials), it was not provided. I declined the leak detection / jet / camera and accepted the cheapest option. I signed on a phone screen and paid approximately $2,000.
23 June 2026 - same day

Work performed in roughly one hour: one stormwater grate installed; one pipe cut below ground and capped; one sewer IO lowered to grass level.
23 June 2026, 12:16

I emailed the company registering my dissatisfaction, requesting an itemised invoice and one of two resolutions within 7 business days: complete the remaining three drains, or a partial refund.
24 June 2026 - phone call, then 13:30 email

The company's Director replied: the signed fixed-price quotation covered one grate + one IO modification (each quantity one) and was completed accordingly.
24 June 2026, 20:31

I replied with a detailed sequence of on-site events, cited Australian Consumer Law, and formally requested a fully itemised invoice under Section 101 (to be provided within 7 days). I asked for either completion of the three drains or a $1,400 partial refund (ex GST).
24 June 2026, 20:35

I sent the company copies of the seven quotes and the inspection sheet for their review.
25 June 2026, 08:16

I sent a clarification on the pricing (the leak detection and jet/camera were quoted at roughly $1,200 each) and further context about the job.
On or about 1 July 2026

With the 7-day Section 101 window elapsed and no itemised invoice provided, I escalated: I lodged consumer disputes with the Queensland Office of Fair Trading (Reference 203225887899506) and the ACCC, and requested OFT conciliation for a $1,500 partial refund or completion of the three drains.

The seven quotes I was shown

On site I was presented with an inspection report and seven fixed-price options on "Plumbing Options Sheets". The spread ran from a $6,150 "Complete Solution" down to a $1,850 option for the basic grate work. I accepted the cheapest (Option 7).

These seven options were not presented together at once. They were produced one after another, in succession, with items repeatedly added and removed - a shifting, dizzying array of combinations. I had originally asked about two diagnostic items - leak detection and a jet/camera locate - to check a possible leak. In my view, though, the jet was not justified (there was no sign of a blockage and water was flowing freely - see my email of 25 June), and the leak detection was quoted at an exorbitant price. Other options then bundled in work I had not asked for at all, such as "emergency flood protection" shut-off valves - rather than the straightforward job I actually wanted: cutting down the exposed pipes and fitting the grates I had already supplied.

When I rejected a quote on the basis of price, I was not given a clear, itemised revision. Instead, further inconsistent and confusing combinations were produced at shifting price points. In my honest opinion, this felt less like transparent quoting and more like an attempt to find some bundle of work I would pay in excess for.

None of the options was itemised. Each sheet showed only a single fixed-price total, with no breakdown of labour hours, labour rates, or the cost of the individual materials. When I asked how those component costs had been arrived at, I was not given a satisfactory explanation - and at points, no explanation at all. In my view, this succession of non-itemised, constantly changing bundles made it very difficult to judge whether any price was fair or reasonable, and it is a central basis for the predatory-pricing and misleading-conduct concerns I raised with the Office of Fair Trading and the ACCC.

Option	Scope (summarised from the sheets)	Full price (ex GST)
Option 1 ★	"Complete Solution" - leak detection, jet & camera, cap riser, grate, sewer IO, emergency flood protection shut-off valves, new hose tap + cover plates	$6,150
Option 2	Leak detection, jet & camera, grate, cap riser, sewer IO, emergency flood protection shut-off valves	$4,850
Option 5	Grate, cap riser, sewer IO, emergency flood protection shut-off valves, new hose tap + cover plates	$3,580
Option 6	New stormwater drain, cap riser, stormwater grates x4 on risers, sewer IO, emergency flood protection x4, hose tap + cover plates	$3,250
Option 3	Leak detection, jet & camera, grate, cap riser, sewer IO	$3,050
Option 4	Jet & camera, grate, cap riser, sewer IO	$2,095
Option 7 ACCEPTED	Supply & install stormwater grate, cap stormwater riser, sewer IO level with grass	$1,850

Copies of the original sheets are below, with the technician's name redacted. Click any image to view it full size.

The Plumbing Gang Plumbing Options Sheet showing quote Options 1 to 4, from $6,150 to $2,095 plus GST — Plumbing Options Sheet - Options 1-4 ($6,150, $4,850, $3,050 and $2,095 + GST).

The Plumbing Gang Plumbing Options Sheet showing quote Options 5 to 7, including the accepted Option 7 at $1,850 plus GST — Plumbing Options Sheet - Options 5-7. Option 7 ($1,850 + GST) was the option I accepted.

The Plumbing Gang Plumbing Inspection Report for the Corinda property dated 23 June 2026 — Plumbing Inspection Report completed on site (23 June 2026).

What I asked for vs what was done

Before the appointment I laid out all four drain grates (which I supplied myself) next to the four exposed pipes, so the four-drain scope would be clear. What was delivered was one grate installed; the other three pipes were cut below ground and capped without grates.

Four black stormwater drain grates supplied by the homeowner, laid out on the patio before the plumber arrived — The four drain grates I supplied, laid out on site before the technician arrived.

Exposed stormwater pipe in the muddy side path of a new-build home in Corinda, before work — Before: one of the exposed pipes in the side path.

Exposed capped stormwater pipe stub sticking out of the lawn before work — Before: an exposed pipe stub with a temporary cap.

The single stormwater drain grate that was installed, set in disturbed soil in the lawn — After: the one grate that was installed (1 of 4).

The sewer inspection opening (IO) cut down and set to ground level — After: IO sewer port was cut and installed to ground level.

A preexisting above-ground stormwater pipe that was cut down and capped — After: a preexisting above ground pipe was cut and capped.

The full email correspondence

About these reproductions: the emails below are reproduced from the actual thread. Personal names, phone numbers, email addresses and the property's street number have been redacted. Individual staff are referred to by role only (for example, "the technician", "the booking operator", "the Director"). The company's own written reply is reproduced as sent.

Ross Cousens → The Plumbing Gang · 23 June 2026, 12:16
Subject: Recent work done at [address], Corinda

Dear Management @ The Plumbing Gang,

I am writing to register my dissatisfaction regarding the scope of work and subsequent charges for a job recently completed at my property by your technician.

I requested a technician to attend my property to look at four exposed drain pipes sticking out of the ground following a new house build. The original discussion on-site involved quoting for a leak inspection, a camera/jet locate, and cutting down and capping all four pipes with proper drains.

I subsequently opted out of the camera, jetting, and leak inspection, requesting to proceed only with the physical work of cutting down and installing the drains to resolve the issue of the four exposed pipes.

Your company provided a quote of ~$2,000 to proceed with the remaining work. Given our extensive on-site discussion regarding the four problem pipes, it was entirely reasonable to expect that this quote encompassed resolving the issue for all four drains.

However, the technician only completed one single drain with a drain cover. When questioned, I was informed that the $2,000 quote apparently only covered one pipe and the IO.

To break down the reality of the work performed:

Time on site in labour costs: Approximately 1 hour.
Materials used: Roughly $100 in standard PVC/drain parts.
Result: I am out of pocket $2,000, and 75% of the original problem remains completely unresolved.

Charging $2,000 for one hour of standard residential labour and $100 in parts, without any specialised diagnostic equipment like cameras or jets being used, is entirely disproportionate and does not reflect a fair or reasonable market rate for plumbing services. Had it been clearly communicated that the $2,000 figure applied to a single pipe rather than the entire scope discussed, I never would have authorised the work. Under Australian Consumer Law, services must be provided with due care and skill, and pricing/scope must not be misleading.

Could I please request an itemised copy of the invoice showing labour, materials, insurance, etc.?

I have already paid the $2,000 in good faith based on the understanding that the job would be completed in full. Because the current outcome is unacceptable, I request one of the following two resolutions within the next 7 business days:

Complete the Scope: Send a technician back ASAP to the property to cut down and install the remaining three drains at no additional charge, fulfilling the original intent of the engagement.
Partial Refund: Retain a fair and reasonable fee for the one hour of labour and parts provided for the single drain (e.g., $500-$600), and refund the remaining balance of the $2,000 immediately.

To say I am incensed and outraged at the situation is an understatement. I CANNOT fathom how $100 in parts and 1 hour of labour could possibly cost $2,000. I believed that the quote, despite obscene in magnitude, covered the full scope of works and at least solved a time sensitive problem for me. However, the work completed has not even achieved that aim.

My original call with the booking operator last week explicitly stated my objective was to cut down the yard pipes, install drain covers, and if necessary investigate a possible leak. I decided not to proceed with the leak inspection after learning the cost.

Please call me ASAP to resolve this matter.

Regards,
Ross Cousens

The pipes I wanted covered, the drains I supplied - the technician told me he would use a better quality drain.

The Plumbing Gang Pty Ltd → Ross Cousens · 24 June 2026, 13:30

Hi Ross,

Thank you for your email.

We have reviewed the signed quotation and the works completed on site.

The accepted quotation included:

Supply and installation of one stormwater grate and capping of the associated riser.
Modification of one sewer inspection opening (IO) to be level with the grass.

Both items were listed as a quantity of one in the accepted quotation and were completed accordingly.

We understand there may have been a misunderstanding regarding the number of drains you expected to be included. However, the scope approved and signed on 23 June 2026 was limited to the works detailed above.

As this was a fixed-price quotation rather than an hourly-rate engagement, the quoted amount reflected the agreed scope of works and not simply the time spent on site or materials used.

hope this clarifies the situation.

Thanks
Director, The Plumbing Gang Pty Ltd

Ross Cousens → The Plumbing Gang · 24 June 2026, 20:31

Hi,

Thank you for your response and for taking the time to speak with me on the phone earlier today. As requested, I am outlining the exact sequence of events that occurred on-site so you can review this directly with your technician.

While I note your point that a fixed-price contract was signed, a contract is not enforceable under Australian Consumer Law (ACL) if it was obtained through misleading conduct, pressure tactics, or opaque pricing.

Please consider the following facts from the day:

Recorded Proof of Scope: Your office holds a recorded call of my initial booking, where I explicitly and exclusively requested a technician to cut down four yard pipes, install stormwater grates, and investigate a potential leak.
Visual Proof on Site: I had physically laid out all four stormwater grates on the patio next to the exposed pipes before the technician arrived for the 8:00 am appointment (as shown in the photographs provided in my previous email). The context of the entire job from the moment he walked in was a four-drain scope.
Aggressive Upselling & Opaque Pricing: The technician spent significant time conducting an unsolicited inspection and presenting an overwhelming seven different quote combinations to fix things I did not ask for. When I asked for direct, itemised component pricing to understand what I was paying for, he was evasive and refused to provide it.
The "Discount" Misrepresentation: The technician originally stated the leak detection/jet/camera component was worth roughly $1,200. When I explicitly told him to drop the jet and camera so we could proceed only with the physical work of installing the grates, the quote inexplicably only dropped by $200 (from $2,000 to $1,800 ex GST).
Pressure to Sign: I was presented with a small phone screen and told I could "read it or just sign." Given that we had spent the morning discussing the problem pipes, and that removing a $1,200 camera service left an $1,800 balance, it was entirely reasonable to expect that $1,800 covered the physical installation of the grates. To suggest I knowingly authorised a payment of over $2,000 for one hour of standard labour and a single plastic grate is absurd.

Under Section 101 of the Australian Consumer Law, I am formally requesting a fully itemised invoice breaking down the specific labour components and materials that comprise this $2,000 charge. As you know, this must be provided within 7 days. I expect this itemisation will clearly highlight the absurdity of charging nearly $2,000 for one hour of standard, non-emergency residential labour and approximately $100 worth of basic PVC/grate materials.

I have already paid this invoice in good faith to avoid an escalation before hosting an event this weekend, but I will not let this matter drop. If we cannot reach an amicable agreement, my next step will be to escalate this matter further to the appropriate consumer and industry protection authorities regarding predatory sales practices and misleading conduct.

I prefer to resolve this professionally between us. As stated previously, I request that you either:

Send a technician back to complete the remaining three drains as originally intended, or
Issue a partial refund of $1,400, retaining a highly generous $580 for the single hour of work performed.

I look forward to hearing back from you once you have spoken with your technician and reviewed the original booking call.

Regards,
Ross Cousens

Ross Cousens → The Plumbing Gang · 24 June 2026, 20:35

Hi,

I have attached the 7 quotes and inspection for your review.

Thank you.

Regards,
Ross Cousens

[Attachment: the seven quote sheets and inspection report - reproduced above.]

Ross Cousens → The Plumbing Gang · 25 June 2026, 08:16

Hi,

One clarification that I didn't express clearly in my previous email:

The leak detection and jet/camera were approximated at $1,200 each, not for all as implied by my email.

Additionally, some context: the house is 3 months old and was handed over in March. I knew the pipe down the side had an elbow from holding water when it was previously repaired during the build process, and I knew there was no blockage as water was free flowing down the drain. All I was after was someone to verify whether the held water was also leaking to ground.

Here's how the conversation should have gone:

Me - how much is it to find out if that down pipe right there is leaking?
Technician - in the thousands
Me - ok don't bother, let's just do the grates

Instead I got the 7-quote nightmare which felt like manipulation into doing and spending more than I wanted to, as various options were added and removed at inconsistent price points to pressure me into doing more for a perceived discount.

Also the idea that a jet was necessary is also absurd - there was no indication of blockage and it was easily assessable with a hose.

Thank you.

Cheers,
Ross

Ross Cousens → The Plumbing Gang · on or about 1 July 2026

Hi,

As you have failed to provide the legally mandated itemised invoice within the 7-day statutory window under Section 101 of the Australian Consumer Law, and communication has ceased, I have formally escalated this matter.

I have now lodged consumer disputes with both the Queensland Office of Fair Trading (OFT - Reference Number 203225887899506) and the Australian Competition and Consumer Commission (ACCC).

Both regulators have been provided with full details of the misleading contract conduct, predatory pricing, and the explicit statutory breach of Section 101. I have also provided them with the comprehensive, factual timeline of events on-site, the photographs of the work, and an exact copy of all correspondence to date detailing our unedited email communications and phone calls.

I have requested dispute conciliation through the OFT to secure either a partial refund of $1,500 or the immediate completion of the remaining three drains at no additional charge including materials and labour.

If you wish to resolve this matter directly before an OFT conciliator responds, please contact me immediately to process the resolution.

Furthermore, if we cannot reach a fair resolution, I intend to publish a factual public website detailing my exact customer experience, including the unedited email correspondence, the seven quotes provided, the project timeline, and on-site events. I will also be leaving comprehensive reviews across Google and other public consumer platforms to ensure local residents in the area have a completely transparent record of the service and pricing structures provided by your company before engaging your services.

Regards,
Ross Cousens

Consumer rights context (general information)

The following is general information about the Australian Consumer Law (ACL), not legal advice. Whether it applies to any particular situation is a matter for the consumer, the business and, if needed, a regulator or tribunal.

Consumer guarantees for services

Under the ACL, services supplied to consumers come with automatic guarantees, including that they will be provided with due care and skill and within a reasonable time, and be fit for any specified purpose made known to the supplier.

Misleading or deceptive conduct

Businesses must not engage in conduct that is misleading or deceptive, or likely to mislead or deceive, and must not make false or misleading representations about the price or nature of services.

Itemised bills

The ACL contains a right for a consumer to request an itemised bill for services showing how the price is worked out, including labour (hours and rates) and materials. A supplier must comply within a set period after the request.

Where to get help

Queensland Office of Fair Trading - consumer disputes and conciliation.
Australian Competition and Consumer Commission (ACCC) - national consumer protection.
Queensland Building and Construction Commission (QBCC) - licensed plumbing and building work.
Queensland Civil and Administrative Tribunal (QCAT) - low-cost dispute resolution.

Complaints lodged

I have lodged formal consumer disputes with the Queensland Office of Fair Trading (Reference Number 203225887899506) and the Australian Competition and Consumer Commission. Through OFT conciliation I am seeking either a partial refund of $1,500 or completion of the remaining three drains at no additional charge.

These complaints set out allegations of misleading contract conduct, disproportionate ("predatory") pricing, and a failure to provide an itemised invoice within the statutory period. These are allegations I have made to the regulators. They have not been the subject of any court judgment or regulator finding, and nothing on this page should be read as such a finding.

The Plumbing Gang online - compare reviews for yourself

I encourage anyone researching The Plumbing Gang in Brisbane to look at the full picture before booking, including the company's own channels and the independent review platforms where other customers share their experiences. The links below are provided so you can read a range of reviews - positive and negative - and form your own view.

Official channels

Independent review platforms

Similar experiences reported by other customers

My experience does not appear to be isolated. Below are public reviews left by other customers on ProductReview.com.au and Google (via Trustindex) that describe a similar pattern: an $88-$100 call-out or "complimentary inspection", an extended period spent writing up a quote, and a large fixed-price figure - often thousands of dollars - to carry out relatively minor work, frequently after presenting multiple option "packages".

The reviews are reproduced as published (including the authors' own spelling), with a link to the source. They reflect the experiences and honestly-held opinions of their individual authors, not statements by me.

★☆☆☆☆ Phillip G. ProductReview.com.au · ~12 months ago

The booking was to camera and jet blast a potentially blocked storm water drain. The call out fee of $88 included a complementary plumbing inspection to the house which I thought was good until I saw the quote of over $2000 to replace some very minor items that most home owners have capabilities of doing themselves. […]

Source: ProductReview.com.au

Closely matches my case: stormwater drain, $88 call-out with "complimentary" inspection, ~$2,000 quote for minor items.

★☆☆☆☆ Sarah T. (QLD, Verified) ProductReview.com.au · ~1 month ago

Requested a quote for a hot water system replacement 50L electric to 125L electric. He offered to check out the rest of the plumbing since I had already paid the $88 call out fee - so I said yes, and advised that I also have a blocked shower drain but that I probably wanted to have a crack at unclogging it myself first. After looking around, the plumber went to his car for about 50 minutes to write up the quote before coming back up.

The quote for JUST the hot water system replacement was $5290+gst. They provided other options, as well as a couple of packages with other work, all of which were equally exorbitant. Mind you - I chose them because their Google listing says pricing from $950 for a hot water system replacement. I wasn't expecting $950, but I definitely wasn't expecting $5290! I received 3 more quotes, all of which were <$2,500. I got the job done for $2,200 by a small, local business (and gave him a big tip for being an honest bloke). The Plumbing Gang pricing is egregious and predatory. […]

Source: ProductReview.com.au

Same pattern: $88 call-out, ~50 minutes writing the quote in the car, multiple "package" options, a figure many times higher than other quotes.

★☆☆☆☆ Meg Carter (QLD, Verified) ProductReview.com.au · ~7 months ago

We asked this company to come out to inspect a blocked kitchen sink. The guy spent 3 seconds checking out drainage before starting to [note] other minor faults in plumbing such as stiff mixers. He let us know the $100 call out fee included a plumbing inspection which we said we didn't need, and that we just wanted the issue resolved. He said he had to so he could find the issue and went around telling us every single plumbing fixture was faulty and would need to be replaced.

He then sat in his car for 50 minutes writing a quote. When he finally came back in, the quote was over $4000 and he couldn't guarantee it would fix the problem as he hadn't put a camera in. By this point it was two late for his to do the work or us to get anyone else, before a weekend, with a still blocked kitchen sink. Seems like a bit of a scam to get paid $100 for no work and price themselves out of anyone wanting them to do the job.

Source: ProductReview.com.au

Same pattern: unwanted "complimentary" inspection, ~50 minutes writing the quote, a $4,000+ figure for a minor job.

★☆☆☆☆ Reviewer (ProductReview.com.au) stormwater drain job

[…] I wanted my storm water drain cleared. They quoted $895 + GST for the drain which had to be paid up front before starting works. They found a section of pipe that was slightly squashed about 13m away from the entry point and wanted to quote me to cut up the driveway, excavate and replace that 13m length of pipe plus an additional 9m when the blocked section of pipe was below turf and not the driveway. Following me denying them of providing me more quotes, they packed up and asked me to leave them a 5 Star review as they get a bonus each month, which explains why they're all 5 Star reviews bar the odd bad/true experience.

[…] I've since had a licensed Plumber quote me nearly $1500 less to replace the minor items raised in the complimentary inspection.

Source: ProductReview.com.au

Same pattern: stormwater work, up-front fixed price, "complimentary inspection" leading to a much larger quote, and a licensed plumber later far cheaper.

★☆☆☆☆ hemanth sai Google (via Trustindex) · 30 June 2026

I called them for an toilet block. The guy came took some pictures charged $88 and went in to the ute and said it would cost $1460 +GST. To fix one blocked toilet.

Source: Trustindex (Google reviews)

Same pattern: $88 attendance fee, then a $1,460+GST quote for a single simple job.

★☆☆☆☆ J Scruton ProductReview.com.au · ~9 months ago

Wish I could give zero stars. Stay away from this company. They are 4x the price of anywhere else!!! Very rude to respond to customers too!

Source: ProductReview.com.au

These are a selection; at the time of writing the company's Trustindex profile recorded 63 one-star reviews among its Google reviews. I encourage you to read the review platforms above in full - positive and negative - and note that some reviewers report being asked to leave a 5-star review in exchange for a staff bonus. Where the company has replied to a review, its reply appears alongside on the source platform.

Practical advice for other Brisbane consumers

Whatever you make of this particular dispute, these are sensible steps for anyone getting plumbing or trade work quoted at their home:

Get the scope in writing before the technician arrives - list every item and quantity (e.g. "4 x drain grates installed").
Ask for itemised pricing (labour hours and rate, materials) - not just a single fixed-price figure.
Be cautious of large "menus" of options presented on the spot; take time, and don't sign on a phone screen you haven't fully read.
Photograph the site before and after, and keep every quote, invoice and message.
Know that a signed fixed-price quote does not override your rights under the Australian Consumer Law.
If something feels wrong, you can request an itemised bill and, if needed, take a low-cost dispute to Fair Trading or QCAT.

Right of reply

This page aims to be fair and accurate. If The Plumbing Gang Pty Ltd believes any statement of fact here is inaccurate, or wishes to provide its side, a response or correction will be published alongside this account. A request can be made through the registrant of this domain.

Disclaimer & note on accuracy

This website is a factual record of one customer's personal experience with The Plumbing Gang Pty Ltd, together with the documented correspondence between the parties.

Statements of fact are drawn from dated emails, the company's own written reply, and the quote sheets and photographs reproduced here.
Statements that are my opinion are expressed as such (for example "in my view", "I believe", "felt like"). They are honest opinions held on the basis of the facts set out on this page.
Personal information - names of individuals, phone numbers, email addresses, and the property's street number - has been redacted. Staff are referred to by role only.
Nothing on this page is a finding by any court or regulator that the company acted unlawfully. The complaints referred to are allegations that remain to be assessed.
This page is not legal advice.