Dear Sir

I apologise that you experienced some difficulties during your tenancy with us.

In relation to the state of the property when you moved in, it should have been cleaned by the contractors after the refurbishment works were completed. Once you informed us that this had not been completed to a satisfactory standard we asked our cleaners to attend to those areas not cleaned, and this was completed shortly afterwards.

Unfortunately our contractors were unable to source a replacement outer oven door at the time of the initial report and due to the age of the item could not repair the spark plug to the hob. However, a lighter for use with the hob should have been provided by the contractors. As the spark plug degradation was due to the age of the appliance you will not be charged for its repair.

As for the viewing, I will look into the circumstances as we try to be as flexible as possible when conducting viewings and can leave rooms out if necessary. If you are referring to one of the two rooms that has an internal bolt lock it could have occurred that the viewer had not realised the door had a lock and only thought the door was stiff. Regardless, you will not be charged for this damage if you have not caused this.

I have discussed the deposit return with my colleague Terry, who is now organising its release. He should be in contact with your spokesperson shortly to give you an update regarding its return and any potential charges.

If you have any further concerns or questions about the deposit or anything else, please do not hesitate to contact me.

Kind regards

Paul Jones