Dear Customer,

Firstly may I say that I am disappointed that you are dissatisfied with the service provided by Jan Forster Estates our service level is of paramount importance to us and we always endeavour to provide a high quality of service.

Our Tenant Set Up Fees are displayed on our website for transparency and I apologise if you feel that these are too high however they are in-line with other agents in the area. With regards to any early termination of a tenancy, there is the landlord's re-let fee to be covered along with rent and utilities up until a new tenant takes possession of the property so that landlords are at no financial loss with the termination of the tenancy. This is outlined in section 3.4 of your Tenancy Agreement and you will also find that this is the case with most agents. As your damage deposit is held in a government backed scheme (My Deposits), we cannot release this to you without getting prior authorisation from your landlord. As outlined in the Information for Tenants leaflet that you received when your deposit was lodged and also in an e-mail from my colleague this morning , both you and the landlord (or us as managing agents) should negotiate the return of the deposit less any deductions that are agreed between you. When we are both happy then we will apply to My Deposits to release the deposit to each party for the agreed amounts. We have ten days from the date you first requested your deposit back to start the release process. Should you wish to dispute any deductions, your case is referred to an independent adjudicator within My Deposits, again, this is common practice within estate agency. I can confirm that our thoughts on the property have already been relayed to your landlord and that they intend to inspect the property themselves within the next few days.

With regards to the issues that you experienced relating to maintenance, unfortunately as the property is a new build property, any works reported needed to be carried out by the original builder as the property is still under warranty hence why any maintenance took a little longer that we would expect. I can assure you that our maintenance department did all they could to speed these up with the builder.

I apologise that you feel our services are below your expectations as a tenant, should you wish to call the office to discuss your thoughts, you can call 0191 2362680.