Dear Su, Thank you for your feedback. When taking the property. We negotiated a £100 reduction on the rent, offered our services without paying any administration fee; if you moved into the property before the festive period and offered three further viewings on the property. All documentation signed by you and husband was to take the property as seen. A full electrical certificate was done on the property and was deemed as safe. Just before the move in. Your husband requested the property to be modified. Which we advised the landlord was not willing to do at this stage, because of the reduction in rent and deemed the property safe. Sharmila, then renegotiated on your behalf and all your requests were finalised. Your husband then decided you both still didn’t want to proceed with the property, because there were other issues wrong with the house. We felt we have acted extremely courteous at all times. Unfortunately we are merely the messengers and expressed this on serval occasions, between both landlord and tenant. Has part of our process if you withdraw from tenancy the reservation fee paid would be non-refundable. Due to the erratic behaviour and further requests made after we managed to negotiate your requests, we felt it would be best to offer you a full refund and the landlord also felt this was the best option to take. We wish you the best of luck with your property search.