Dear Marc

I am very sorry that you are so disappointed with our service. It is important to state that DAA Residential was instructed as the letting agent and NOT as the managing agent. This means that you had to deal with the landlord direct in all issues concerning property maintenance repairs. Our contract with your landlord was to introduce tenants to the property and help with renewals. We made you aware of that at the start of the tenancy. We also made you aware of our renewal charge. We clearly display our charges on our terms of business that you sign at the start of the tenancy and in our Tenancy Agreement. At the end of the tenancy, if we do not act as a managing agent, which in this case we did not, the deposit is dealt with by the landlord. In this case, you requested my advise and I told you how the tenancy deposit scheme worked. You did not agree with the landlords proposed deductions for cleaning and damages to the property and you raised a dispute with the TDS deposit scheme. Your dispute was dealt with by an impartial adjudicator at the TDS. You lost part of your claim and a portion of the sum was awarded to your landlord. DAA did not steal or take any of your money.

Regards, Natasha Bedenik, Lettings Director