I am very sorry to hear this feedback Jade, perhaps you would be good enough to contact me as I would like the opportunity to investigate your complaint. Lucy Forde (Director of Property Care)

The flat I moved into was also dirty with mould in the washing machine, food on the curtains, dirt on the wooden panel in the bathroom etc. When I moved out, they then tried to withhold some of my deposit for 'cleaning' and 'damage'. The DPS has just found in my favour and given me every single penny of my deposit back (other than the check out fee). The directors of this company should be ashamed of themselves!

I gave Gatekeeper really bad reviews and have just had an email from them claiming to have tried to call me twice today to discuss the reviews. Funny that, cos usually, my phone shows missed calls. No missed calls on my phone and no voicemails. Ah bless - more lies and bull***t from Gatekeeper. What a surprise. Just like this little bit of bull on their page: "We are targeted on customer service to [...]Tenants to ensure that the tenants time in the property is a great experience, therefore increasing the time they stay [...]". Gatekeeper, you and your antics were **THE** reason I left my flat! You're just laughable.

Could not agree more about this agency, some of their activities border on the illegal. Watch out for the extortionate fees which are not made clear when you sign up, also they make out that you must use their insurance or loose the property (again illegal). Its about time this company was shut down. I am also a landlord and would be ashamed to use a company like this.

The whole team here in the Gatekeeper office are very upset to read this; we absolutely do not feel that we act in any way close to illegal, in fact we have chosen to sign up to both The Property Ombudsman and the National Federation of Property Professionals, meaning we must abide by their codes of conduct. In many cases we go above and beyond these codes to offer the best service possible. As in all businesses, and particularly when dealing with multiple parties, there will always be occasional cases where we don't quite meet the mark, or where one party feels that an outcome has been in another party's favour. We do however always try to do our very best to give everyone the best possible experience and to ensure that we rectify any issues as swiftly as possible. We place so much importance on this that our Property Care Team are targeted on service levels above anything else. In answer to the specific issues raised here, we offer insurance which is of a very high level, which we have researched to find the best possible protection for both landlords and tenants. If a tenant would prefer to find their own policy elsewhere and as long as it matches the criteria laid out in our clear and concise tenancy agreement (which is visible to applicants in advance of any funds being taken) then this is no problem. We truly feel that our fees are by no means extortionate as we know we charge less than many other agents locally, while offering services which others do not, such as a convenient online application service and dedicated Property Managers to look after tenants and landlords throughout the course of tenancies. All fees are clearly outlined in advance of going ahead, along with full details of what these cover. We are genuinely not used to tenants stating that this isn't the case. Our service ratings are generally very high and can be found (warts and all) on our website at gatekeeper.co.uk/feedback. We look after over 600 properties and very rarely receive complaints from landlords and tenants, which is why we are particularly saddened to see this. We are very sorry that you have had a bad experience, but we do wish that you had let us know that you were unhappy. We would always want to take your call to discuss/resolve any issues and we invite you to get in touch if you would like to speak to a member of our team.