We understand that you are not happy with Jack Fisher’s response to your claims of misdescription and are questioning our retention of all but £50 of your holding fee. As the Lettings Director I will now respond answering your points as shown below in your email dated 16th September 2021.

Firstly, we gave you the Martin & Co complaints procedure for your information as required to do so when notified of any formal complaint. As this is an active formal complaint the repsonse to this will be sent in line with the complaints procedure.

In your case we have decided to refund all but £50 to mitigate our losses of works already carried out.

I can confirm that the virtual viewing was carried out whilst the tenant was in situ on August 14th 2021.

The tenant has been in situ for 4 years so some repairs and cleaning would be normal at the end of the tenancy. The full extent of which was noted on the check out report carried out once the tenant had vacated. The property was due to have all works required carried out by professional contractors and cleaners to ensure that the property was in a good, clean condition for your move in date. However, due to your second viewing whereby you viewed the property after the tenants belongings had been removed but before the works were completed you saw the property in a raw state. This is no reflection on our processes, procedures or practice and is a normal step of tenant moves out, property condition is reviewed and rectified, new tenant moves in.

You have decided, despite being advised that the property would be presented to you on your move in date in a good, clean condition to pull out of the tenancy with no reasonable cause as such the deduction from your holding fee is lawful.

It is regretful that you have taken this view point but I hope this has clarified the situation