Dear Dimitri,

We are extremely sorry that your experience with us did not live up to your expectations. We take pride in providing excellent customer service and dealing with all our landlords and tenants fairly. You will of course understand that as an ARLA regulated agent, our position is to protect our landlord's interest. During this time we understand that conflicts may arise due to the nature of the industry. However, we assure you that although we are instructed and employed by the landlord to consistently protect their obligations, that we endeavor every attempt to make communication as smooth as possible for the tenant.

In addition to this, our duty is to ensure that the tenant leaves the property in the same manner that it was handed to them at the start of the tenancy. Inventory's and check ins will be used to verify this so that there is minimal upset or disappointment. Where items need rectifying to be reinstated back to condition of check in, then the deposit will be deducted accordingly. We are sorry if this causes frustration but tenants obligations are specifically set out in our AST's that would have been signed by all occupiers.

Your comments have been noted and logged as we are determined to take any feedback as opportunity to improve our services where possible.

Kind regards,
Charlesons