Flat was in a terrible state when I moved in (filthy despite being promised it would be cleaned on my initial inspection), wrote to them informing the company of all the problems then had to chase them constantly to get anything done about the place.
When it came to leaving the place they refused an exit inspection of the property with me present. I left the place immaculate after scrubbing away the years of accumulated grime left by previous tenants in the kitchen/bathroom. Then they only refunded half the deposit claiming the other half for repairs to the property - when quizzed over this they produced some falisfied receipts for repairs that certainly weren't required when I handed the keys back. One wonders if they kept the deposit from the previous tenants too considering the state of the place?