Hi Connor, thank you for your review. You were given the email address of the lettings manager, myself and I responded to you via email and agreed to waive the cleaning costs for you as a gesture of goodwill. I also explained that the cost of the salad draw would be higher as we had to pay a contractor to source the item and fit it, so there is always going to be a higher cost involved, although we have kept this cost to a minimum. You emailed me back and agreed to this fact and agreed with us waiving the cleaning costs. If you had replaced the salad draw before moving out then this would of kept the cost down for you and would of been perfectly acceptable. We also make our fees very clear for a check out and you read and accepted the terms and conditions before you moved in. We quite often have people who forget what they have agreed to before moving in and the signed documentation can be evidenced if required. I apologise if you felt the service wasn't good enough at times but it can be difficult if a tenant starts dealing with the landlord directly without our knowledge. I do not feel you have been entirely factual in your review but nonetheless I offer my apologies if you still feel the service did not meet your expectations on this occasion. Thanks