Dear Mr Callaghan,

Thank you for your review. As I have stated previously, we take customer comments very seriously and always look on how we can improve our service from constructive criticism. Although I am sorry you feel that our service fell below your expectations on this occasion, I cannot agree with some of your assertions. You state that we doctored invoices and have lied to you. This is categorically not the case and I am disappointed that you have made such comments. I will reiterate what I have previously said to you when you asked for a Senior member of staff to look at the dispute between you and your Landlord:

Part of email dated 10.04.2018 "Thank you for your email to Jo Egan. I have now had the opportunity of looking at the checkout notes, the ingoing inventory, accompanying photographs and your comments to the same.
I do understand that deposit returns can be frustrating as the expectations of the parties concerned are not always cohesive. I do however believe that Jo has given this the attention it deserves and although there was some confusion with the date of the carpet cleaning invoice, I do not believe Jo could have acted any quicker in answering your concerns/points of view."

I explained here that the date on the invoice was incorrect but this was a simple oversight by the Contractor, nothing more.

We have to act on our Landlord's instructions and cannot release the deposit until both parties agree to the same. Your Landlord did not agree to refund your deposit in full and as such, I advised you that your course of action (if you did not agree with your Landlord) was to raise a dispute with the TDS. You did in fact follow this advice and the TDS awarded you part of the balance of the deposit back and also awarded the Landlord part. I support their decision.

I do have sympathy with clients when a dispute is raised as it is a frustrating time for all involved, this includes the Agent who has a very difficult job of trying to get both parties to agree to deductions. We act honestly and fairly in trying to reach an agreement, but sometimes we are unable to do so. That is not a reflection on our service but merely it is a situation where you have two opinions so far adrift from one another, it is not possible to reach an amicable solution.

Once again, I thank you for your review and I hope my response further satisfies your concerns.

Kind Regards,

Sarah Jenkins