Sorry we didn't meet your expectations on this occasion. Contrary to your comments Platinum aim to respond to maintenance issues promptly and therefore I would be interested to investigate the specific issues you are referring to. Generally the deposit process is straight forward and a comparison of the condition of the property at the start of a tenancy with the condition of the property at the end. I am happy to review the charges requested on behalf of our landlord and see whether they were fair. Please note that Platinum makes no check out fees and does not make any charges against the deposit. In addition all deposits are protected by the DPS who offer a full independent adjudication service based on the evidence. I am happy to review the issues in your case please contact Gareth Evans on the office number 01905426000 Your comments are interesting in that they highlight common misconceptions about the agents role and the process. - All deposits have to be protected by landlord or agent and have a prescribed dispute procedure. - Platinum uses the DPS custodial service which means the money is held by the DPS directly and can only be released when both sides agree. This is the most secure method for the tenant as the alternative insured methods are open to abuse as the landlord and agent could still access the money without the tenants knowledge. The tenant in these circumstance would have a long winded process to claim on the insurance. - The custodial system however is slow to process and go to arbitration which is independent and evidence based. A 4 month delay is not uncommon. - Where landlords complete works themselves to avoid contractors charges it is common not to have receipts which can leave landlords out of pocket when making a claim. - A claim is based on the cost of returning the property to the original condition the landlord does not have to complete the works. EG If a shelf is damaged by a tenant there is no requirement for the shelf to be replaced for the next tenant the landlord could decide not to provide one for the next tenant but he has still lost a shelf. So his claim is valid. - Agents work on behalf of the landlord protecting their investment and will act in the interests which includes advising them what is reasonable to claim. Please note Platinum does not charge for the additional work for handling disputes so any time spent is lost. Unlike many other agents we do not ask our contractors for kick back commission so tenants are only charged the genuine cost not an inflated figure. In this case we offered the tenant a settlement figure which was rejected and received more than double back from the DPS back for our landlord based on the evidence including start pictures, regular inspections and warnings and check out report. We manage over 700 tenancies and can count the disputes on one hand. Obviously we can always do better and revised documentation and procedures for 2015 should help. Apologies again for your inconvenience