Dear Mr & Mrs Smith
Firstly may I take the opportunity to apologise for any confusion that may have occurred since I spoke to you back in November 2017.
I recalled having spoken to you at length when you were abroad that you were happy with my reply to you regarding the points you had brought to our attention and that I had understood that you didn't require any further follow up from me.
I refer to your initial email in which you commented that you didn't expect a reply but I was of the view that I did reply back to you personally. The intention of that call was to give me the opportunity to listen to your concerns over the management and subsequent handing of the property back to you after you served notice to the tenants.
I understood that you had been satisfied with my response to you at that time and that the matter had been brought to a satisfactory conclusion, however, from your more recent communication it would appear that you would appreciate a more detailed and written explanation which I am obviously more than happy to do. I felt it better to reply back to you on this forum so that there was a transparent and clear reply to you.
I was sorry to learn at the time of our conversation that you were unhappy with the service had received. We do pride ourselves on endeavouring to give our clients the very highest standard of professionalism, service and communication. I note that we had managed the property for you for several years and we appreciated your continued business throughout that period. I had noted an email earlier in our relationship in which you refer to how pleased you were with our communication and service and that we were certainly earning our fee.
Having reviewed the file in full again since it was archived I am not aware of any evidence that the property was sublet to any other tenants. I am aware that the initial tenants had requested that their wives be allowed to be added to the tenancy as permitted occupiers but that you had declined this request unless they were in a position to pay a full years rent in advance which they were unable to do.
In relation to the smoke detector my understanding is that the tenants had taken down the detector as it was not working correctly and needed to be replaced. You asked us to see if the local fire service department would undertake an inspection and provide new detectors. We made the enquiry but this was a service they were unable to offer at the time and so a new detector was required to be installed to meet with current legislation which is the responsibility of the landlord. An email to you dated 8th September 2016 explained the issue regarding the dated smoke detectors and our advice to ensure that you were not in breach of the regulations.
I have also read your email of the 5th September 2016 in which you expressed your concerns over the condition of the property. I can appreciate that this will have caused some anxiety to you with you not being local to the area at that time. I am sorry to find that you were worried at this period of your tenancy and I hope that Amanda, the then office managers reply put your minds at rest.
In relation to the damp being caused, whilst I do not have the benefit of seeing the property myself, I am aware that the office manager and Sam, the lettings negotiator, visited the property several times and a thorough email was sent to you on 28th July 2015 detailing recommendations to resolve the condensation at the property at that time. A damp report was also undertaken at the property by a specialist contractor and recommendations were given.
I also note that Amanda had given advice to you both regarding serving the relevant notice to the tenants if you remained unhappy with their tenancy. The first communication regarding notice was back in July 2015 and again in January 2017. Subsequent notice was served to the tenants at your request and they vacated on 2nd May 2017.
In regard to the handling of the deposit it is my understanding that having spoken to the current lettings manager Paula that initially a sum of £50.00 was offered as a gesture towards wear and tear over the period of the tenancy and you were advised at that time that the property would also need a thorough clean.
Further negotiations conducted by Paula between yourselves and the now exited tenants resulted in an agreement being made that a full and final deduction be made of £200.00 to include the allowance of wear and tear and the remainder to cover the cost of any cleaning. Paula advises me that you were made aware of the clean and clearance which was necessary at the end of the tenancy as well as the condition of the fixtures and fittings when the check - out condition inspection was undertaken and shown against the original inventory schedule of condition report which was undertaken at the start of the tenancy. You advised us that you were willing to do the full clean instead of our preferred contractor as you intended not to re-let the property but move in yourselves and update it. My understanding is that you then later chose to market the property for sale and the property was then successfully sold.
I sincerely apologise for the genuine mistake over the payment of £190.00 being initially paid to you. I can find no explanation as to why this happened and I thank you for bringing the matter to our attention so that the balance could be paid over to you.
I am sorry that you felt disappointed with the condition of the property at the end of the tenancy and that you felt that we were partly to be accountable for this. I have reviewed the property inspection reports and I am satisfied that they provide you with accurate and informative descriptions throughout the length of the tenancy.
In summary I am satisfied that the office kept you fully advised throughout the tenancy and that when specific issues arose the team acted quickly and professionally in responding and in giving you the correct advice so you could make an informed decision on how to proceed.
I appreciate you had to undertake a full clean and some clearance at the property when you took it back in possession but uphold that an agreement had been made with the deduction of £200.00 as a full and final payment with you undertaking the work as per your instructions.
As a responsible company we ensure that all of our staff are continually kept up to date with the latest legislation and they are given ongoing training and support to ensure we offer the very best service but I wish to confirm that your feedback and comments have been useful for us to see where we can further improve on our service.
Kind regards
Michael Hollamby
Operations Manager

Dear Mr & Mrs Smith,
I have found your comment of the 11th January by chance, I usually receive a notification of a post on this site but cannot find having received one on this occassion. Even so I understood that Michael Hollamby our Operations Manager had spoken to you by telephone regards this matter. My apologies if there has been some misunderstanding. I will follow this up with Mike in order to provide a reply. Regards Paul Clark Managing Director

I was promised a copy of the report after the operations manager had investigated, still waiting.

Thank you, we look forward to hearing what you think

Dear Mr & Mrs Smith,
To keep you updated our Operations Manager, Michael Hollamby, has been into Skegness office and is currently working through the file in order to assess the matters which you raised. He will reply to you directly. Kind regards, Paul Clark MD

Dear Mr Smith
Thank you for your reply. We will come back to you once Operations Manager Michael Hollamby has had the opportunity to visit the office and look into the points detailed. Both I and Mike are on holiday at various times over the next 2 weeks so there will be some delay in our reply but your patience is appreciated.
Kind regards
Paul Clark

You can contact me anyway you wish.

Dear Mr & Mrs Smith
I am sorry to note your comments in relation to your former property which the tenants left earlier this year after a tenancy in excess of three and a half years. I am not aware of any formal complaint through our usual process detailing the points which you have raised however I have referred this to our Operations Manager for further investigation. Would you please confirm your preference for a reply through this medium or more directly.
Kind regards
Paul A Clark
Managing Director