Extremely poor handling of an urgent maintenance issue

When I first moved into the property in June, during the middle of winter, the hot water system was not functioning properly due to a blocked hot water pipe. As a result, we had to take cold showers for approximately two weeks. What made the situation even more frustrating was the agent’s lack of urgency and initiative in dealing with the issue. I repeatedly had to call and follow up before any progress was made. During several of these calls, the agent appeared impatient and, on one occasion, ended the call abruptly while I was still speaking. I found this behaviour extremely unprofessional and unacceptable. As tenants, we have always paid our rent on time and have had no negative rental history. We therefore expected our urgent maintenance concerns to be treated seriously and with basic courtesy. Unfortunately, I did not feel that the agent showed any understanding of how difficult it was for us to live without hot water during winter. This experience has left me with serious concerns about the agent’s communication, professionalism, responsiveness, and ability to manage urgent maintenance matters.