We genuinely regret that you feel this way, but it seems your disappointment should be directed elsewhere. As agents dealing with hundreds of tenants we cannot please everyone fully, yet we do and will continue to try hard at it.

The check-out process as described above is not consistent with what happened on the day. The check-out report clearly stated all the points that needed repair. It is not us as agents but the landlord who ultimately decides the amount of the deductions request. In this particular case Landlord was the holder of the deposit, and the final say would be through My Deposit which was the protected scheme appointed.

It is therefore regrettable that Matt has made personal attacks against Mr Ori Horesh instead of focusing on the issues at hand, and addressing the landlord concerns in a timely fashion.

At Madeley our agents are taking care of tenants over and beyond that which landlord conventions behove. However, when differences between tenants and landlords are side-tracked, our ability to mediate becomes limited. We take it as a positive that Matt had no issues during the tenancy. As a matter of fact, he did bring up maintenance issues a number of times, and these issues have all been dealt with very promptly.

One night Matt was locked out as he had forgotten to carry the key outside. Being a small agency we flexibly responded to his emergency call close to midnight, and came to his rescue with a spare set immediately.

Matt's dispute with the landlord boiled down to GBP 25, and we tried to mediate as best we could. We tried to assist Matt to complete the check-out process ASAP but could not paper over the deduction issue. It's a pity in our view that mere £25- £75 pounds have aroused such irritation when that amount is lawfully asked for by the landlord. Yet Matt repeatedly ignored the landlord's requests.

Notwithstanding our disagreements, we wish Matt best of luck in the future and respect his opinion. Our take-away from his review is our need as small agents to continue reviewing our procedures and better communicate to prospective tenants their rights and obligations vi-a-vis landlords.