Hi Connor, We acknowledge your feedback and appreciate the time we were able to spend discussing this over the phone following your review. We try to make the moving out process of a rental property as smooth as possible and have fair processes in place to help our tenants through this process. Included within this is our move out checklist which contains helpful information on what to expect during your move out, the areas we'll be looking at when it comes to the move out inventory and also some common areas tenants often forget. One of these areas detailed is the washing machine drawer. I'm not sure what more we could have done to direct your attention to this. The last thing we want is for money to be unnecessarily deducted from the deposit when our tenants have full control over how they return the property back to the landlord/agency. Karen is always happy to help and has remained calm and professional throughout. She, and we as a team have gone great lengths in order to assist in attempts to help minimize any deductions on your behalf and to encourage the landlord to look at your deductions as fairly as possible, which she has done. As you are already aware, there is no financial gain in any way to us and a lot of time and effort has been put into try and help reach a resolution with you. We wish you all the very best in your new home. Kind regards, EweMove York