Dear I.
Sorry to read that you feel we have not been sensitive during the recent dealings with regards to your tenancy.
We would like to clarify few points you mention in your complaint, without giving too much private information.
Firstly, we have renegotiated a new tenancy for you, not a simple renewal, with some tenants vacating the property (from our understanding, after an acrimonious fall out), new tenants were found, their suitability confirmed, new lease drawn, deposit negotiations carried out, new deposit registered etc.
We have always dealt with our client, the landlord, with utmost curtesy. At the same time, we safeguarded your rights and deposit as a duty to you, the tenant.
During the numerous conversations and emails between you & your (ex)flatmates and a number of staff in our office, including the company director, you have been repeatedly informed that we have no authority to deal with any maintenance issues at your property because we have no management contract with your landlord. As much as we appreciate that you might have encountered problems, especially as your landlord was abroad at the time and the building management company is in a process in being changed, none of the above implies any responsibility to be transferred to us.
We hope you will have another successful and enjoyable year at the property and any future necessary communications between you and our company will be satisfactory. You might prefer to visit us at the office in person, should you like to speak to us directly.