Dear Roxanne Thank you for your recent e-mail and indeed your review posted on the Internet on all agents.co.uk the website. There are indeed a few matters that need addressing, firstly the over charge of rent by 1 month, this was immediately actioned and returned to your account within 3 working days of the money being received by Reed Rains this is standard practice when using bacs transfers so this matter has been resolved and indeed we apologise for the non termination of the direct debit mandate. The second matter relates to the condition of the property upon check out. The oven was absolutely filthy as you agreed and the kitchen window was smashed, the garden was indeed full of rubbish that you acknowledged, the garden was overgrown, the upstairs back bedroom had paint on the floors, all in all a fair amount of remedial work was required to get the property in a saleable or lettable condition. We are members of the tenancy deposit scheme and legally disperse of deposit money in the correct manner, to date expenditure of the property has been £100.43 to Lee glass and glazing in Nottingham telephone number 9602828 for the smashed rear double glazed patterned glass. secondly a bill from carpet clean of £85 pounds to remove paint and wash carpets their telephone number for verification purposes is 01623 4626 96. Third invoice is to sylvia's house clearance telephone number 07799137281 this was to clear garden empty the greenhouse and dust bins and cut down grass this equated to £200 and a full Luton van load was removed. The final invoice is to a company called Active Cleaning for a full property clean again their telephone number is 07983 506 530 they carried out a full clean up the kitchen bathroom and all house internally this cost £70. The total expenditure by Reeds Rains at the property has been £455.43, your ex-landlord further supplied with an invoice regarding taps that were damaged and toilet flush and toilet seat this was for £110 from heath field plumbing heating and gas telephone number 07411245551 so as you can see the total expenditure at the property is now £565.43, this has been deducted from your deposit of £600 leaving a amount to be returned to yourself £34.57, if you could kindly provide your bank details for this transfer to be sent. I do hope i have addressed all matters raised by your e-mail and complaint and should you wish to take the matter further we have an active complaints procedure and i can send you out details of that procedure, if there is anything else i have missed please do not hesitate to get in touch regards Regards Raj Sharma Director Reeds Rains Estate Agents