Hi Kirsty, thank you for your review. Although not what I want to read, it is honest feedback that allows me to make positive changes to the way we operate. I remember when you and your husband visited the office at the beginning of Hollie's tenancy. You were not happy for a number of reasons of which were all justified, and I assured you that we would put everything right. It looks like I failed in my promise to which I apologies for. We did make many improvements for Hollie and her co-tenants such as re-decorating and re-carpeting the house for them as well as a new microwave, bedroom furniture, mattresses etc... But I am sorry we could not have done more. I am not sure what you mean about 'demanding money' though. We did make a deduction for cleaning at the end of the tenancy, if that's what you are referring to? Either-way, I will have a deeper look into this tenancy and see where we could have done better. Kind regards, Matt (Director).