Dear Mr Jones, I am very sorry to hear about your poor experience and unhappiness with our service. But in mitigation I feel I must provide some background. The main thing is that neither we nor your landlord (as you are aware) controlled the roof repair. When you reported the leak to us, we discovered that the roof to the building was controlled by Homes Scotland, who had to arrange and authorise all repairs. We reported your issues to them straightaway and kept chasing it throughout the period. Unfortunately much to our annoyance and understandably yours, they couldn’t authorise the repair until they had permission from all the owners in the block. Your landlord gave their permission immediately but we understand that there were several owners who wouldn’t and it took some considerable time, despite constant pressure from us, before Homes Scotland managed to get authority and then authorise the work. Having looked at the photographs of the leak I feel I must contest your assertion that the property was in anyway “unsafe”, the leak was I accept, distressing and annoying, however it was not major in scale. Lastly the cleaning invoice; as with most of our tenants you received a pre checkout advisory visit to explain the standard required and to cover any specific issues you might have. Additionally you have (as you say) let property from us previously and at that time returned the property in very good condition, so you were aware of the standards required. If you were unhappy with our findings at the checkout you could have contested it through the Tenant Deposit Scheme arbitration process at no cost to you and if they had found in your favour then we would have borne the cost. Yours sincerely, Belvoir Dundee