ELS are a bunch of cowboys. When we lived in a property they managed, they failed to carry out requested repairs, but were very keen on withholding our deposit at the end of the tenancy agreement claiming all kinds of bogus damages and theft (!). We had photos and plenty of evidence to the contrary, so we took them to small claims court which issued a decree against them. Of course ELS refused to pay, and the sheriff finally got us our money and expenses back. The sad thing is that this unprofessional (to say the least) lot now appears to have membership of the professional organization, ARLA. Please write to ARLA and complain about them -- don't just let them keep your money. They routinely bully tenants because they think nobody will fight back. It takes some time and about 50 quid to take them to court, but you will get it all back.