In response to the above complaint, we would like to apologise that you are not happy with the service you have received from CHK Mountford. With regard to the error on the lease, as mentioned at the time, we would like to apologise for this oversight as I am sure you can appreciate occassionally it is a case of human error and mistakes can unfortunately occur. However, as soon as this was brought to our attention the error was corrected immediately.

We were advised by the inventory clerk that the property had been cleaned for the check out. At the check in, we understand from the clerk that it was noted that there was a small area of dust on an edge of the bath panel which had settled since the clean. We did try to arrange for the cleaner to re-attend to wipe this down but unfortunately they did not have anyone in the area that would have been able to attend to this until after Christmas. We appreciate that this is not the ideal solution for you but we can only apologies here on behalf of the independent cleaning company as they simply did not have the availability to attend to this in a timely manner.

We understand that you are upset that the balcony hadn't been cleaned. However, as discussed on the telephone this is not covered as standard cleaning and in any instance as I am sure you can appreciate, at this time of year it is likely to gather leaves and other debris as the balcony is outdoors and not protected from birds, wind and other elements.

As the property had previously been occupied by the same tenant for 4 years since it was built in 2012, unfortunately indentations from furniture are unavoidable as the previous Tenants furniture would not have moved for the duration of their Tenancy. As the property that you are renting has luxury thick pile carpets unfortunately the downside is that this style of carpet is more susceptible to furniture indents. It is a quite well known life hack" that by putting ice cubes on the indents and allowing these to melt, this can loosen the compressed area which often lifts the pile slightly to improve this. Unfortunately, other than trying ice cubes, indents on carpets from furniture is often unavoidable and so this is not something that we can take any further action on.

We are very sorry to hear that you felt uncomfortable in our office when attending to sign the Contract due to its cleanliness. We are currently in the process of having our meeting room repainted and so we had to use an alternative room as a temporary measure for your visit. Had it been raised to us that you felt uncomfortable at the time, we could have moved to our front office for the meeting. We only use a meeting room for signing Contracts for privacy as then any conversations concerning the Lease etc can be had away from members of the public.

We note that you have also contacted our office with regard to these points and we will be in touch with you direct in order that we can endeavour to move forward on a positive footing for the duration of your lease.