Dear 'C' We are sorry to hear that you were unhappy with the service you received from our Ormskirk branch. I have investigated this matter further and can confirm that Farrell Heyworth were engaged in 2011 to act for your landlord on a 'let only basis'. In these circumstances we are instructed to find and approve a tenant and hold and register their deposit in accordance with the Housing act. Unfortunately we were not instructed to manage the property during the period of your tenancy. In these circumstances a tenant would need to contact their landlord directly to arrange any maintenance of the property. On ending a tenancy in these circumstances a client would again need to contact their landlord to arrange to vacate the property. Any dispute arising at this time would be dealt with between the tenant and landlord. As we did not manage the property we could not assist in any negotiations following your vacation. If, as in this case, no agreement could be reached a third party dispute resolution can begin. This is adjudicated by the Tenancy Deposit Scheme. As previously stated, Farrell Heyworth were instructed to hold the deposit for this property. Once we received notice this matter was to go to dispute we forwarded the deposit to the Tenancy Deposit Scheme. I can also confirm that a member of staff at our Ormskirk branch is related to your previous landlord, however the employee took no part in the letting of the property to yourself as she was not employed by Farrell Heyworth at the time. Every tenant is important to us and we take customer satisfaction very seriously. If you would like to discuss this matter further please get back in touch with Mike Lyon (the Ormskirk branch manager) in our Ormskirk branch on 01695 570075 and he will be pleased to assist you.