Dear Alex, We're obviously very disappointed to receive this feedback, not least given that your tenancy ended in early Jun 23 - over four months ago. It's quite difficult to retrospectively address and resolve issues relating to disastisfaction with the support that you received. That said, I am very grateful for you having partially engaged with our Head of Property Management to expand on why you felt that you didn't receive the service that you expected. I know that you felt disappointed at the lack of support you received in resolving a leak from a washing machine that you had installed by Curry's. I think we should have perhaps been clearer at the time that this issue was caused by the installation and therefore neither we nor your landlord had any responsibility or obligation to resolve this on your behalf. Nonetheless, Dan did try to assist you with this. Our property management system demonstrates that there are 35 separate pieces of communication with you concerning this matter, which might typically suggest effective engagement on our part, but we respect that you feel differently. Had you highlighted your concerns with the manner in which support was being provided to you at the time, our Head of Property Management could have engaged and ensured that any shortfalls were addressed whilst also effectively managing your expectations. This didn't happen and it's obviously not possible to do this retrospectively. I also note that at the end of the tenancy, you disputed the claim that the landlord made against your security deposit. The landlord believed that the property was left in poor decorative order, with damage to carpets and that it had not been effectively cleaned to the standard in which you inherited it. You disputed this and referred this matter for independent review. The DPS adjudicators agreed with the landlord that monies should be deducted from your security deposit on the basis of the evidence provided. We played no part in this process other than following the instructions provided to us by your landlord and submitting the inventory and check out reports that we held. I know that you did not agree with the outcome of this deposit dispute but it is difficult to know what else we could or should have done which would have made you feel differently. We are disappointed that the tenancy ended in this manner, but nonetheless wish you the very best for the future. Kind regards, Chris Whitaker Managing Director