I called Jackson Grundy (Bridge St branch) on the end date of my tenancy agreement for a rented property they were managing. I was greeted on the phone by * who immediately told me it would be unlikely I would get any deposit back, and that all of the locks need to be changed because I haven't handed the keys in. I said today is the end date of my tenancy, and that is why I've called to confirm I am handing the keys in. She then said fine, please hand the keys in. I said that any costs I incurred would need to be itemised in writing and that it's completely inappropriate to make a comment about my deposit over the phone as she had done. I handed in the keys at the Bridge St office and she (*) was present when I was in the office. She immediately reiterated that I would unlikely get any deposit back, and again, I requested that this should be put in writing. In fact, the office was full of people including 2 customers, and why she felt the need to comment so inappropriately, I don't know why. I asked her about JG's wear and tear policy. She did not explain what wear and tear covered - her most specific comment was general usage which didn't tell me anything. She was very very combative in her approach to me, and all I wanted to do was sign the end of tenancy paper and get out. She said on two occasions would you be happy if you moved into a property in the state you left yours in?. Again, a massively inappropriate comment, and one I took issue with because she gave the impression we'd trashed the place, when all that was required was cleaning - which admittedly we didn't have time for as it was a rushed move (cleaning as in hoovering, wiping dust off inside of old cupboards, that kind of thing). The other issue was the surrounding garden area which DID need weeding and trimming. Guilty as charged. Anyway, even if she had a point, her whole demeanour was aggressive and completely inappropriate. Don't JG have a more formal procedure for end of tenancy, or do they (uncalled for) verbally berate their customers at the end, even ones who've always paid on time, but failed to dust down cupboards and hoover and pull a few weeds from the garden, while casually telling them their deposit will be lost? Seriously...