Thank you for your review, we always welcome feedback whether positive or in this case negative as it helps us improve our service.

Reading through your email I would like to explain the experiences you have had from our point of view as agents. As agents we appreciate that we are your first point of reference and potentially the ones you would like to blame for any situations you may have found yourself not wanting to appear to alleviate ourselves from any responsibility but we are not the people that make the actual decisions in relation to maintenance, deposits etc throughout any term of any tenancy.

In relation to the leak from the property above in July 2017 and your comments "simply dont care" we feel this comment is unfair and unjustified. We did everything within our power at the time to get this issue rectified as the landlord was quite clear in communications that he would be dealing with the issue himself, this information was relayed to you on the day you reported the issue and we subsequently followed up on a number of occasions. With regards to maintenance we simply cannot spend anyones money without their authorisation to do so and as stated above the landlord wanted to deal with the issue himself.

I wanted to be in a position to answer all points of your review, however the management department cannot seem to locate any communications regarding the damp that you outlined in your review, if you would like to forward any communication you have to either myself or our Department Manager (Jill Brewster [email protected]) we would like to review this in more detail.

With regards to the deposit deductions, the checkout was carried out by a third party the next working day after you vacated and at this point the property condition was compared to the original inventory which I note was in fact amended by yourself at the beginning of the tenancy (All amendments made I note were accepted in writing). The final deductions that are made from the deposit will always ultimately be the decision of the landlord. It is never our intention to cause you unnecessary stress and our property managers can only influence this final outcome so much, please let me assure you we always seek a fair outcome that is based on all the evidence that has been provided by our independent property inspectors.

In relation to your deposit I note a deduction of £80.00 compensation for iron style burn marks to the carpet, as with all checkouts the independent property inspectors compare your amended inventory against the property when you vacate and found these to be an issue. I note your comment "I do not own, and have never used an iron in the property, these marks where present when I moved in". To clarify the check out report detailed "3 iron burn marks to the carpet leading to the kitchen section" within the inventory the description was: "Showing grey discolouration with grey spot marks throughout, showing multiple cigarette style burn marks throughout and debris, showing linear burn marks in front of fireplace section". As you will see from the two descriptions there were "cigarette style" burns to the carpet and also a "linear burn" in front of the fireplace but no mention of the 3 "iron burn" style burns to the carpet leading to the kitchen section. Reviewing the evidence within the inventory, check out report and dated photographic evidence this cannot be ignored, also you did not note these on your amended inventory if indeed they were already present.

Given this information and that the landlord chose to deduct a compensation deduction in comparison to replacing the carpet in which he could of but considering the condition of the carpet at the beginning of your tenancy this would of been considered to be unfair, there he chose to stick with the small in comparison compensation deduction of £80.00 - considering there were three burns this equals just over £25.00 per burn.

In relation to the cleaning noted a deduction was made following the independent checkout report when compared against your amended inventory. Although I appreciate this is difficult to accept the landlord should not be held responsible for cleaning of the property if left in this way, only the cleaning that is noted within the check out report is carried out nothing more or less.

If any tenant are unhappy with the final deposit decision they always have the option to raise a dispute with whoever the deposit is registered with, this is a free service and it was created for this very reason.

Thank you once again for taking the time to post a review, please accept my apologies that you feel let down this was never our intention and as always will take feedback seriously.