Dear Oxford,
We are very sorry you felt it necessary to make a complaint. We always follow industry best practice with all situations and follow landlord's instructions when it comes to setting rent values. Obviously we would advise the landlord otherwise if we thought they were setting unrealistic rent values.

We pride ourselves on offering a professional and friendly service at all times. If a member of the team was anything except professional and courteous then we sincerely apologise and would always address this matter immediately.

Should tenants decide to vacate a property before the end of their tenancy agreement date, they do this of their own will and will be made well aware that they will be liable for the rent up until the end of their tenancy, whether they are living in the property or have decided to move elsewhere early.

We use a third party, professional service when it comes to inventories and check outs. Any deductions made to cover costs incurred to return the property to the state it was when the tenants moved in, are originally requested by the landlord (following the check-out report) and will then be agreed with the outgoing tenant.

In this particular situation, a case for a claim was dealt with by the DPS' independent adjudication service which found in favour of the landlord.