Dear Shainaz, Thank you very much for your review. Although we admit that you have had a couple of issues during your tenancy, we do feel that some of your comments are very unreasonable. When you moved into your flat, you informed us that the bath was dirty and there was a razor down the toilet. A member of staff from Westmanor shortly went out to wipe over the bath (the 'dirt' was actually cleaning product which had been left by the professional cleaner) and remove the razor. You did not report any other cleaning related issues and if you had, we would have been happy to sort this out too. With regards to the keys being given to another agency, this is out of our control as they were taking over the management of your building as per the email that you were previously sent. We were informed by the agency that you had been given notice of the viewing. Regarding your deposit statement, as explained over email conversation with you, we can only apologise that the finance department's email had returned to sender however Emma from the lettings department has responded to all of your emails querying this. It does not state that the emergency number is just for lock outs, it merely states that you may be charged for a lock out call. The emergency number is to be used out of office hours and therefore you could have called and they would have contacted the 24 hour emergency plumber. This was all previously explained to you over email after this happened. Your beautiful flat has high ceilings with many spotlights which you viewed and chose to take. Westmanor offer the service of changing the light bulbs for you as we are aware that it has high ceilings. As per your tenancy agreement, we aim to inform you of any deductions to your deposit within 4-6 weeks from the end date of your tenancy which has been done. You can also request it to be refunded by bank transfer if you wish. We do not deduct money from deposits without reason and any queries regarding this can be discussed and taken further if you feel that this is necessary. We provide information in your move in pack to avoid deductions from your deposit and we also advise and request for tenants to take photos when they move in at the time of completing their inventory provided. Regards, Westmanor Student Living