Hi Laura,

We have had some additional correspondence with you in relation to your dissatisfaction over the service you received during your tenancy at a property we manage.

I would like to apologise again that as a company we did not reach the level of communication which we feel we usually offer to both our tenants and landlords.

That being said, we did take what I feel was appropriate action in trying to assist you to manage the condensation problems you had in the property and in reporting water ingress to the building management company to address. Unfortunately, sometimes building repairs for flats are out of our control.

The flat was professionally cleaned prior to your tenancy and at checkout some areas were found to have been missed including not insignificant residue to the oven and cooker hood. As a result we proposed to deduct the amount of £45 from your deposit to cover the cost of having a cleaner attend the property. This being the cost charged by the 3rd party cleaning company to return the cleanliness to the state it was in when you moved into the property. I do feel that the deduction proposed was reasonable and am confident that had the matter have reached a point of adjudication by the Tenancy Deposit Scheme (TDS) we would have been awarded the full amount. Following further discussion with you, prior to your leaving this review, it was agreed the landlord would seek only 50% of that amount as a gesture of goodwill. The remaining 50% would be paid by the landlord.

Ultimately, I am sorry that your experience with us was not a positive one and we wish you all the best in your new home.

Kind regards,

James Boyack
Senior Property Manager & Projects Manager