Dear Polina, Many thanks for your feedback and I am sorry our service has fallen short of your expectation of us. I have reviewed your tenancy in full and spoken to the relevant people who had contact with you during the course of your tenancy and check out. In summary, your areas of concern would appear to be centred on three main areas: 1. The general lack of service since your tenancy started 2. The issues with the car parking 3. The check out and deposit return I will deal with each area individually; 1. You seem to be very unhappy with the level of service from day one. This clearly is very disappointing to hear. I myself did the initial viewing with you and your husband and was close to the whole referencing and check in process which seemed to go very well, so it is disappointing to note that you were unhappy with us from day one, unfortunately it is difficult for me to do anything about it as we were only made aware of it now, but we do consistently remind all our team of the importance of great customer care at all times. 2. The car parking issue. There was an issue which you raised with us re antisocial behaviour in and around your car park space. As we advised you the car parking falls under the control of the block management company. We have had multiple contacts during your tenancy with this company and the landlord who has taken this issue up directly with them. We suggested various solutions to the block management company including moving your parking spot to one of the visitor spots or putting up garage doors on the relevant spots to control access, none of which were given the go ahead by the block management company. To a large degree our hands were tied in trying to get this matter resolved.There was not a general lack of interest in trying to deal with this matter, we cannot fix something that we do not control and we have to wait for reply's from third parties before we can revert to you. I am happy with the way our team has dealt with this issue, albeit we should have communicated more to you even when we had nothing further to add. 3. The check out. I have gone through the entire check out process with our property manager Gwen. The simple fact of the matter was that your cleaners had missed various items on the end of tenancy clean. There was nothing major, a number of small items which did need to be addressed. We were more than happy for you to get your cleaners back to finish the job after the tenancy had ended but they did not have the time to go back to the property. My colleague Gwen allowed you access back into the property to deal with these outstanding matters. This is something that just doesn't happen in our industry, most other agents would just send in a cleaner and seek to deduct that amount from the deposit. I know you feel that it is a very systemised approach, but that approach has meant in the last 7 years we have had only a handful of cases go to dispute with the DPS. We strive to return 100% of tenants deposits at the end of a tenancy. I completely reject your accusation that we were"maliciously trying to withhold our deposit", this is simply untrue. My colleague Gwen has put together a time line for the check out as follows • Pre-check visit carried out on 14/06/19 which was a date & time to suit the tenant. • Pre-check-out advice sent to the tenant on Friday 21/06/19, and they responded with some queries which were answered by email on Monday 24/06/19. • Tenancy ended on Tuesday 23/07/19. • Final Check-Out conducted on Wednesday 24/07/19, the tenant was emailed later that day as follows: I hope that you are both well and settling into your new home. Thank you for returning the keys and providing the cleaning receipt yesterday. As you are aware your tenancy has now come to an end and we have carried out the final check-out at the property this morning. Generally the property is found to be in very good condition although some areas of the cleaning were found to have been overlooked (bath edge grubby & edge sealant yellow, toilet dusty & some dirt around hinges, kitchen worktop & hob dusty, kitchen unit greasy upon the doors, washing machine door seal grubby). We would suggest that you speak with the cleaner that you instructed please, and ask them to return to take care of these outstanding areas. Please ask them to contact myself or my colleague Shannah regards arranging access. On another note we found a tea towel and heavy skillet type pan within the kitchen cupboard, can you please advise if you shall be happy for us to just dispose of these? I am just waiting to hear back from the landlord to ensure that they are happy with all other areas of the property. Meanwhile I look forward to hear from your cleaner and we shall hopefully soon be in a position to release the deposit. Kindest regards • The tenant did reply to me that Wednesday evening however I was then off the Thursday and Friday, • On Monday 29th one of the tenants came to the office and explained they could not get the cleaners back • 01/08/19 met with both tenants at the property for them to address the outstanding cleaning themselves, which they did within 10-15 mins. • The full deposit was then returned the next day on 02/08/19 and the tenant was emailed as follows: Thank you for attending to the outstanding cleaning yesterday and I am pleased to advise that we have now instructed the return of your full deposit. You should hear from the Deposit Protection Service (DPS) shortly, and they shall ask you to confirm the account details for where you would like your deposit transfer to go to. If we can help with anything else do please get in touch. Kindest regard As you are aware the tenancy came to an end on the 23rd July and the check out report was completed on the next day. You reentered the property on the 1st August to deal with the remaining cleaning items and we instructed the DPS to return 100% of the deposit to you the very next day. I dont think we could have deal with this any more efficiently. I appreciate your feedback and if you would like to discuss any of the above with me please do not hesitate to contact me on 02380018222 or by email brian.linehan@belvoir.co.uk Kind regards Brian Linehan Managing Director Belvoir Southampton