Further to my initial review, after clarification about how the system worked, and having met with Christopher, we understood that we had this wrong and it was the landlord rather than this estate agency that was delaying. Benham & Reeves helped us put forward a proposal to the landlord that would best work in our interest and resolve the areas where the landlord had been disproportionate.
Christopher kept us informed and up to date on progressions with the landlord and where it was necessary offered to get double checks on prices asked from the landlord with the Benham & Reeves contractors to ensure any expenses claimed were accurate. In all we were able to get most of our money back and there was real client care taken to ensure all our requests were put forward

Further to your meeting with your appointed property manager to discuss resolving the return of the deposit, we are glad that it is now clear that we are not deliberately delaying in returning the deposit but that, in accordance with the terms of the tenancy agreement, we hold the deposit as stakeholder, which means that we are legally not allowed to pay the deposit to either party until both the landlord and the tenant agree on what deductions should be made. We are in close contact with your landlord and as soon as we have his instructions we will let you know. We try to advise both parties what, in our opinion, is reasonable based on ARLA guidelines but ultimately it is not us as agent, who decides what deductions they would like to propose but the landlord. S Prasad, DIrector of Property Management