Until recently our policy was not to respond to these reviews; this has changed which is why we are responding now. I am sorry these tenants felt like this. We did not manage the property so had little influence over matters during the seven months that the Tenancy lasted. At the end of the Tenancy the Landlord instructed us to conduct a check out. Of course we appreciate that no tenant likes having claims made on their deposit but unfortunately, the property was left in such poor condition compared to the start of the Tenancy (even allowing for normal wear and tear), that we had no choice but to make fair and justifiable claims for cleaning and repairs as well as rent arrears. The deposit was protected so the tenants had the opportunity to raise an Official Dispute for adjudication which they did not do. Ashton Burkinshaw Tenterden gains no benefit by making claims on tenants’ deposits (in fact it causes us a lot of extra work) but we will not hesitate to carry out our professional duty for Landlords in making fair, reasonable and justifiable claims on deposits on their behalf – even if it does result in a bad review. Jeremy Jago MARLA, B Ed Franchise Owner