Dear Danielle,

We are sorry to hear your comments.

After reviewing the case file, we would like to start by reminding you that when you first raised concerns about an overpayment of rent/ funds in 2018, we sincerely apologised for any inconvenience this may have caused you. Your concerns were promptly addressed, and you received a full refund of any overpayment of rent. As a staff member informed you, this problem was not the result of Anistenhomes failure on providing a service or neglect from us; rather, it was a bank error over which we had no control over. Your rent account was in arrears at the time because we had not yet received cleared money for further payments you had claimed. A prompt refund was completed to your designated bank account as soon as it was discovered that the bank had made a mistake and the payment had been received twice. Considering that you were our tenant from January 2018, until quite recently, this error during your tenancy has never been repeated and this you personally can attest to.

We will also point out that over the approximate four years you have been our tenant, to date you have not raised any formal complaints on poor management or services, and that if your experience with our company had been like the strong comments you have made, surely you would have not stayed in one of our managed properties for as long as you have. We have always made an effort to assist when we can, and this we continued to the very end. An example of this despite the fact you failed to vacant the said property after the expiry of the Section 21 notice and the Court possession order to date we and our landlord has given you time and not claimed our legal costs from you that was incurred. We have valued you as our tenant and have tried our best to work with you on matters.

We are a legitimate business that takes care of its customers, which is why we have been in operation for more than 15 years. The bulk of our customers have been with us since 2008 and are still doing business with us now.

We believe you are dissatisfied as a result of recent events, and as the managing agent, it is our responsibility to inform you as the tenant of any damage dilapidations if applicable. You as the tenant, have failed to return the property and its contents in the same condition as when you moved in, with the exception of general wear and tear. Please appreciate our position on matters as we also have a duty to our landlord and if damage dilapidations are present such deductions would apply from any deposit funds held with prior notification to you. This we have done so.

Please note following usual processes, when a tenant vacates a property and an check out inventory completed, they are provided with facts about any damage dilapidations present/rent arrears if applicable as well as supporting documentation, when it comes to deposit refund matters. The tenant is also given the opportunity to bring any further questions or disagreements about dilapidation to our attention in order for us to remedy the situation. In the event that this was not possible, the tenant would be advised they have a right to pursue a dispute further through the Deposit Alternative Dispute Resolution Centre (ADR), which allows parties an opportunity to present their case and evidence to a qualified adjudicator, as stated in the tenancy relating documents.

We regret that you still feel this way despite the fact that we have complied with the aforementioned and given you the relevant data concerning damage dilapidations that were present. Additionally, this information has been submitted to the Deposit Alternative Dispute Resolution Centre (ADR). The matter is now for them to advise on and make a decision as to evidence submitted by both parties. If you are unhappy with the result of the Adjudicator decision at this point, there is little else we can do since the adjudicator would have analysed the facts and made a binding decision about how the deposit should be allocated.

Kind regards, Customer Relations Team