Dear Alice, Thank you for taking the time to share your feedback. We’re sorry to hear about your experience and would like to address the concerns you’ve raised. Regarding the deposit dispute, we would like to clarify that Alice was on a 12-month tenancy agreement, which she agreed to at the start of the tenancy. This included the terms and conditions related to charges and fees, which were clearly outlined in the contract. Upon being released from the contract, Alice initially agreed to the charges but later contested them, leading to the TDS dispute. While the adjudication process ruled in her favour, we want to emphasise that all charges were applied in accordance with the agreed-upon terms of the tenancy. We understand that the dispute process can be lengthy and frustrating, and we regret any inconvenience this may have caused. Our aim is always to act fairly and transparently, and we appreciate your feedback as it helps us improve our services. If you have any further concerns or would like to discuss this matter in more detail, please don’t hesitate to reach out to us directly. We value your input and hope to have the opportunity to restore your confidence in our services. Kind regards, Nicholas Humphreys Lettings