Dear Luliia Many thanks for taking the time to submit a review. We have now investigated the events mentioned and our comments are as follows: Firstly, you have suggested that you were rushed into the property. However, you viewed the property on the 7th June 2018 and took possession on the 20th June 2018. You also mention that we were unwilling to help you, yet we recall you visiting our office with your partner on the date upon which you took possession, you sat with us for approximately an hour and raised numerous questions which we dealt with in detail. We took the time to read through the Assured Shorthold Tenancy agreement with you, clause by clause, to ensure you fully understood your tenancy obligations. In terms of the maintenance issues and the leaking tap, we would remind you that this particular Landlord retained responsibility for maintenance issues, all of which were dealt with via his own contractors. Both the Landlord and his contractors have now advised us that the original mixer he tap was not faulty, yet the Landlord decided to change the tap at his own discretion in order to appease you. The Landlord and the Landlords contractors also advised us that they found it difficult to obtain access to the property to carry out the repairs throughout the course of your tenancy, due to you and your partner being unwilling to allow them to enter using a spare set of keys. Furthermore, with reference to the tree, when the Landlord’s tree surgeon visited the property somebody had already made attempts to cut it back with a chainsaw. The tree was cut at an incorrect angle causing it to fall onto the neighbour’s roof. To this day, the Landlord does not know who cut the tree incorrectly. With regards to the paint work mentioned in your review, we remind you the property was re-decorated throughout immediately prior to you taking possession, and excessive scuffs and damage from bicycle tyre marks were evident in places when you returned possession. Despite this, the Landlord agreed to waive any claim for damages, and accepted this as wear and tear. Therefore, we are confused as to why you have referred to this. Your review also makes comments on the cleanliness and condition of the property at the time you took possession. As mentioned above, the property was redecorated throughout, new floor coverings were fitted throughout, and a new oven was fitted prior to the commencement of your tenancy. Therefore, while the Landlord apologises if some dust settled between the point at which you viewed the vacant property, and the date you took possession, the inventory and statement of condition as well as images taken suggest that the property was handed over in a clean and acceptably tidy condition. The fact that you made no complaint or suggestion that you were unhappy with the cleanliness until we pursued you for leaving the property in an unacceptable condition, also supports our suggestion that the property was clean and tidy when you took possession. We note your comments with regards to the deposit, and your suggestion that we "took" 50% of said deposit. However, as you are aware your deposit was held in a Government backed scheme called the Deposit Protection Service or "DPS" for short. Unless a formal dispute is initiated and the DPS are called upon to mediate, then the DPS will only release funds to the Landlord when the agent or Landlord makes a justifiable claim based on the tenant returning the property in an unacceptable condition (supported by photographic evidence where necessary), and the tenant authorises the release of the funds in accordance with said claim. In this instance, the Landlord made a justifiable claim against a portion of your deposit, and you clearly agreed by authorising the release without question or dispute. So we are confused as to why you have raised this in your review. Finally, we are disappointed that you have decided to leave a public one-star review for our business on Google, when you never voiced any discontent or complaint with us direct in relation to these issues either prior to, or during your tenancy. We are also disappointed that you have encouraged several friends (none of whom have ever been clients or tenants of our business) to leave us one-star Google reviews. This malicious and fraudulent attempt to discredit our business and question our professional integrity is a matter that we will take up with Google through their formal complaint channels. Regards Paul Campbell LLB (Hons) MARLA BILL WYCH & CO