ELT Lettings Ltd

Hi Kerry, I am sorry you feel this way, I am conscious that this is the second property you have rented with us. We strive to be as fair as possible to all our customers - both tenants and landlords. We would therefore only apply to deduct monies from your deposit if we do not feel that the property has been returned to us in the state it was handed over or if any rental payments are outstanding. I understand the deposit release has been requested, I do not have any correspondence from you since you vacated the property or in relation to the deposit release, we would have been happy to discuss this with you. I am sorry you feel our communication is 'terrible' - I am not sure what this is referring too as we have responded promptly to you throughout your tenancy. In relation to the deposit release, we have contacted you on 3 occasions since you vacated but we have had no response, we have also contacted you regarding deliveries to the property for you and organising to keep them in the office for you to collect rather than returning them to sender. I am confident our business is not 'chaotic' due to procedures that we have implemented, can you please explain this? We have assisted you and accommodated you, there was no issue when you delayed your moving out date for 1 month. I understand this can be frustrating, however, as you know, when you checked into the property we provided you a fully detailed inventory with the condition and cleanliness of every item within the property, including over 450 photos. You had 7 days from checking in to dispute any items on the inventory, including notifying us of any items you deem not to be clean or did not agree with our conditions, we never received any dispute from you when you checked in. When you sent your notice to end the tenancy we emailed you on 22/09/21 advising what would be required at the check-out and advised the property should be returned to it's check-in condition (minus wear & tear) and asked you to refer to the check-in inventory (this was 2 months before you moved out, allowing ample time for the items to be completed). Unfortunately, when we attended the check-out on 22/11/2021, there was a change to some items within the property (not including wear and tear). I understand you vacated prior to 22/11/2021 into your new home, however, wished to keep on the tenancy on until 22/11/2021. The property had been left unoccupied for a few weeks, understandably there would be dust present. We have not noted any items as 'damaged' on the check-out report. The stair and lower hall carpet needed to be cleaned as there were some stains and pet smell (£40), as the tenant it is your responsibility to maintain the gardens, there was a deterioration in the garden from check in and checking out, the gardener cost £30 to rectify this. There were marks on walls in 4 rooms (above wear and tear), rather than paint the walls we organised them to be cleaned at £12 per room. Some bulbs that were working when you checked in had to be replaced, the shower doors were off the runners and had to be repaired, a few items you had left had to be removed from inside the property and the shed had to be emptied (removing and disposing of these items properly does have a cost, the contractors time for removing the items and then a charge for the disposing of the items), the bins were also empty for you checking in but at check-out they were full, (£15 per bin to empty). Then the items that needed cleaned, the cleaner charges £22 per hour. We ensure our properties are in good condition overall when a tenant checks in as this is the acceptable level we believe a new home should be in ready for it's new occupant, this includes a professional pre-tenancy clean. When a property isn't left in the same condition we then have to rectify this at a cost, to ensure it is ready for the next occupant, we do not stipulate that the property must be cleaned professionally at the end of tenancy, but we do ask it is left to the same standard. I am in no means insinuating that you left the property in poor condition as this is not the case. We have to go on the check-in and check-out photos, it would not be possible to falsify the check-out report as we have photos from the check-in along with the conditions. I understand you may be frustrated and angry, you have been a tenant with us in 2 different properties and I am saddened that you couldn't approach us in the first instance with your grievances so we could discuss this with you as we have always been happy to help you in the past. Thank you for renting one of our properties. We wish you all the best in your next home.

Hi Kerry, We would be grateful if you could amend your review now that the deposit has been resolved via the tenancy deposit scheme in our favour. Thank you.

This issue was never resolved and so I will not be taking my review down.