Dear Denes, We're obviously disappointed that you feel that we have let you down. Your property manager Mark was especially surprised by your review given the nature of the relationship that he shared with you and Laura when you lived at the property. There are a couple of issues that you raise and I know that our head of property management has tried on numerous occasions over the past week to call and email so that we are able to explain these to you... but with no success. You should understand that whilst we try our very hardest to support our tenants, we take instructions from our landlords and vendors. In this instance the landlord instructed us to market the property for sale. We understand that this is often a source of disappointment for tenants who are settled in their homes. We informed you of this in April this year. At the point that a sale was agreed in May this year we communicated this to you and outlined the implications for your tenancy. The sale completed in August. I understand that you requested to extend your tenancy beyond the point at which completion was scheduled to take place. We passed this information to the purchaser who informed us that they would not be willing to extend your tenancy. To be absolutely clear - as much as we empathise with your personal circumstances, this is not a decision that we were able to make or influence. In terms of our role in the deposit return process, we provide the landlord with a check-out report detailing the condition of the property once it has been vacated. This is compared with the condition of the property at the start of the tenancy as outlined within the inventory. The landlord provides us with direction on whether they wish to make any application for deductions against the security deposit. We do not make this decision nor do we gain financially in any way from applying to deduct money from a tenant's deposit. Once a landlord has provided us with their decision, our role is to negotiate any proposed deposit deduction with the outgoing tenant. If agreement cannot be reached, we submit the evidence that we hold to the DPS arbitration team that form a final view on the matter. Contrary to the detail contained within your review, the DPS determined that the landlord should retain some money from your deposit as the property was proven to be returned in a damaged and dirty condition. I hope that the detail outlined above provides some context to your frustration and that you can better understand our role in supporting you and in managing any tenancy. Kind Regards, Chris Whitaker Managing Director