Dear Tenant,

I am very sorry to hear about your dissatisfaction in relation to the negotiations for the return of your security deposit.

As the landlord's agent, we are employed to represent the landlord but ultimately we have to act on the landlord's instructions in relations to these kind of matters. Before proposed deposit deductions are put to tenants, our Property Managers forward the check-out report to the landlord along with a summary of any areas for consideration. It is only after the landlord approves the proposed deductions that we put these to the tenant.

In this instance I understand that there was a significant disagreement in respect of the level of the deductions, particularly in relation to whether the property required a full professional clean. At this point most agents would simply allow the dispute to be handled via the DPS's lenghtly ADR process, however it is our policy to refer the dispute to a Branch Manager for a second opinion.

As matters such as cleaning are highly subjective, it isn't uncommon for opinions on how much a fair deduction would be to differ. In this instance a Branch Manager took the view that the deduction should have been lower than the original proposal, so contacted the landlord to advise and request that we revise the proposal. Following this process you gave your agreement to a lower figure to be deducted and agreed to the various other deductions.

Also, all of our Property Managers have the following message at the end of their email signatures, so that we can ensure that we identify and address any rare occasions where a staff member may need the support or assistance of a senior member of staff:

Customer Service Note – Beresford Residential are committed to delivering excellent customer service. At any time if you would like an issue brought to the attention of a branch manager, please include a CC to [email protected].

In this instance I do not believe that you feelings in relation to the proposed deductions were forwarded to a Branch Manager.

We do take all feedback very seriously. As an experienced member of staff I do not believe that the Property Manager involved had an intension to treat you in an undermining fashion, so please accept our apologies if this is how you were left to feel. Your feedback will be brought to the attention of the staff member involved (and the corresponding Branch Manager) so we can take on board your comments.

We wish you the very best with your onward move.

Best Wishes
Beresford Residential