We arrived at 3pm. The heating was not turned on. It was 8 degrees and no hot water. After several phonecalls the system started and after 10 hours we had 16 degrees. We asked for compensation since our first afternoon and night was not acceptable. We got 12 £ (we never got to talk to the host, it is a company that runs the relations chip with the customer). This of course affected our stay, especially since we have three kids and to sum it up, the feeling and the start of our stay i London was a disappointment.