I am so sorry to hear of your bad experience with our office, especially as we have built our reputation over 35 years on the quality of our service. We were also unaware of these issues at the time. Notwithstanding this, we would respond to the specific points you raised as follows: Fees Our fees are very competitive and we always make all prospective tenants aware of all of our fees at the outset. The end of tenancy check out fee was also shown on page 19 of your signed tenancy agreement. Rent in Advance Paying 6 month’s rent in advance is discretionary and has to be agreed by both parties. Deposit The deposit of six weeks rent was standard across the industry at the time The Schedule of Condition and the Check-Out Report Both the schedule of condition and the check-out report are prepared by an independent inventory company. The Schedule of Condition is prepared at the start of the tenancy. It was noted that some of the bulbs weren’t working, that there was residue marks in the powder drawer of the washing machine and dishwasher. The carbon monoxide alarm was also noted as not working and despite it not a legal requirement to have a carbon monoxide alarm in place it was replaced. The faulty cistern is a maintenance issue and was dealt with as soon as it was reported. The check-out report details the exact condition of the property at the end of the tenancy. This is compared to the schedule of condition to check any changes in the condition of the property during the tenancy. The landlord and tenant are provided with a copy of the report. We do not meet tenants at the property for the keys or to check the property. The check-out report is carried out once the keys have been returned.. The property was professionally cleaned prior to you taking on the tenancy and the property should be handed back in a similar condition. The check-out report noted that some areas required further cleaning. This was carried out after you vacated the property at a cost £37.50. Tenants have the opportunity to discuss and agree or disagree with the deductions. You agreed with this charge and the check-out report fee at the time. The deposit isn’t released until we have written permission from both the landlord and the tenant. Your agreement to the deductions mentioned facilitated the release of the deposit. Again we are sorry that you felt you had cause for complaint but we feel we did everything correctly. Hopefully this explanation will clarify the process. We understand you have subsequently purchased your own property. We would like to take the opportunity of wishing you every happiness in your new home. Kind Regards Hannah Goddard Manager of our Shaftesbury Office