It’s very disappointing to receive this type of review but as is often the case, there can be two sides to a story. Criticising businesses on review sites is generally a fair and constructive process and like other businesses, we learn from them and improve. Sometimes though, negative reviews are used when a customer simply doesn’t get their own way. My reply is not intended to suggest that we are perfect but as you know, your angriness stems from the fact that an independent company that was appointed to carry out the checkout of your property, couldn’t attend at the time you wanted. You state that they don’t work weekends, when they in fact do. You have omitted to tell readers of this review that they did in fact offer to work at the weekend for you, but you didn’t want to get out of bed early in the morning to meet her. The lady from the inventory company involved, had existing appointments later that Saturday and simply wasn’t able to meet you when you wanted. She also offered the following Monday and Tuesday but again, this was not convenient for you. You also mention unfair clauses in your tenancy agreement. Your tenancy agreement is a standard assured shorthold tenancy with no restrictive requirements and is a similar tenancy agreement to that used by the majority of letting agents in the UK. The fact that you had to adhere to things that you did not wish to is the root of your problems with this. In particular, the fact that the chimney was swept at the start of your tenancy and having agreed at the outset to sweep it yourselves, you chose not to. You have also failed to mention to readers of this review that you left the property in a poor state. Infact, the cleaner YOU employed, stated to us after completing the job that, in their own words; ‘it was minging’. You also haven’t mentioned that several hundred pounds of your deposit was used to cover unpaid rent, cleaning and damage. Perhaps not all landlords would consider you to be model tenants? Ultimately, I am sorry that you weren’t happy with the process, but we act on behalf of the landlord and we had to ensure that the rent was repaid, that the check-in was booked promptly after your departure from the property, that the damage was accounted for and that the cleaning issues were attended to. I’m sorry that in attending to this, that we weren’t able to persuade the independent inventory company to fit in with your social arrangements and that you felt it necessary to vent your frustration at us in the destructive manner in which you did. David Griffiths