Dear Matt, thank you for your online review. We are surprised that none of the concerns you raise have ever been reported to the office. It would have been nice to had some contact from you on these and speak to you directly but if you don't mind in the mean time we would like the opportunity to address each of your points in turn. Pricing: Our pricing structure is in place to cover the costs of the administration that goes into drafting up the Move in pack, legal documents, the move in, handover of keys, tenancy turnaround and referencing. We go above and beyond to ensure that you are supplied with all the required information and additional documents including Guidance Notes which help explain in simple terms what can be a very overwhelming legislation in your AST. We also ensure that our prices are regularly compared to similar companies and we are happy to say that we are certainly far from being the most expensive. Customer Service: Our maintenance team are on hand 24 hours a day and provide a point of contact. We have a response time which reflects the severity of the maintenance, for example a reported leak will be responded to the same day, where as a reported wobbly tap would not necessarily be considered maintenance as long as it wasn't leaking but would be highlighted on the inventory document that we supply for every one of our managed tenancies to ensure that your bond is protected. For your tenancy there are no reported maintenance issues that we are aware of which are outstanding. Keys: Upon being asked to take over the management of this property from one of our landlord clients that was being poorly looked after by another agent the key for the block is a security key that only the property owners can get cut. As all access requirements were arranged at your request whilst you were present there was no need to arrange for a second key until the property was remarketed and the high demand to view the property needed more dates than you were not able to be present for. We thank you for your cooperation in being so amenable for us to get the property relet so quickly for the landlord. Cleaning: At the end of the tenancy an independent inventory clerk performs a check out on the property. The document is used to compare the condition of the property that you are handing back with the inventory of the property you were given at the beginning of the tenancy. The inventory clerk provides a copy of this and the landlord then gives the go ahead based on the information to get any tenant related issues resolved. On this occasion the check out shows that the property was handed back with areas that were not cleaned. The invoice amount reflected the amount of work needed to put the property back to the condition that you received it in taking into consideration wear and tear. It was however less than 1/4 of the value of the deposit. Deposit: We inform you of any necessary deductions before the deposit release is initiated. We also provide DPS terms and conditions within the move in pack as well as vacating instructions that give you the information on how to respond to any disputes that may arise at the end of the tenancy. It is of course possible to release the unchallenged amount straight away and then push the disputed amount into ADR. All the support on how to do this is available at any point by contacting the office and we would have time to talk you through what to do and how to do it. But on this occasion you chose to accept the cleaning company invoice amount. To conclude the bar for our service levels remains very high, we turn around a lot of tenancies every month, I am sorry on this occasion you feel so passionately about this that you wanted to write an online review instead of contacting the office. If you would like to contact us further on any of the points raised then we will be more than happy to chat, and all feedback is always welcome. Many thanks Martin & Co