We do not charge any fees to tenants, none, not a penny, since the 1st October 2013. When the Scottish Govt issued new guidelines, we, of course, followed their recommendations. Before 1st October, we charged normal fees that were lower than the average fees charged by other letting agents in Glasgow. (we checked)

The independent inventory clerk we use is an ex-policeman of 31 years experience and he has no ties with our company except that he provides a quality service which we value.

I have been a letting agent for 28 years and cleaning has always been the major area of contention regarding the return of the deposit. The tenant signed off on the cleaning list at the beginning of the lease and at the end of the lease, the flat was not clean. Photographs are taken at the beginning and at the end of the lease in order to create an objective record of the condition of the flat so we stand by the deduction for cleaning.

I welcome the new tenant's deposit scheme because tenants such as the above will not be able to blame us for any deductions which the adjudicator in Edinburgh will now decide to take from the deposit.

With regard to the fees that we used to charge, they were agreed by the tenant in writing twice, both at the beginning of the reservation process and at the point of signing the lease.

We manage hundreds of flats in Glasgow and genuinely care about tenants opinions but we can't please all the people all of the time. Saying that, if the above tenant wants to phone me on 07973 234910 and ask for John Boyle, I am happy to deal with their complaint.