My in-laws rented a property through Horizon at an assisted living property. While they were quick to respond to issues and rectify. The condition of the property before moving in itself was unacceptable. It was poorly maintained, with worn décor and carpets in such bad condition they were a clear trip hazard. Especially considering this is place for older residents many with poor mobility. We were advised that the landlord, (Fairhavens solicitors), refused to carry out the necessary work to make the property safe and fit for purpose. We had to replace carpets and redecorate at our expense. During what was already a very difficult time, when my father-in-law had to move into a care home, so he could be with my mother in law who was already in the same care home. The rent was accidentally overpaid. Rather than simply refunding the money, Horizon chose to deduct a £15 “admin fee.” They initially blamed and insisted it was due to bank charges, which when proved to be incorrect. Then admitted it was simply a charge for their time. This felt petty, opportunistic, and completely lacking in empathy given the circumstances. We had been considering instructing Horizon to value and market our own property, but after this experience, there was zero chance we would use. Hence why we used Amos who were excellent in every aspect. Updated: We did raise our grievances with you at the time, including our request for the property to be redecorated and the dangerous carpet to be replaced. That request was refused, so please do not attempt to suggest that these issues were not raised or that you were unaware of them. You were fully aware of our concerns throughout. I note your acknowledgment that an administration fee was being charged, as there were no bank charges. This was clearly established during our telephone conversation. When I challenged a member of your team on the claim that these were bank charges. The explanation immediately changed and admin fee was introduced to the conversation. This is deeply concerning and raises serious questions about the accuracy and transparency of the information being provided. Given that you received over £30,000 in rent on behalf of your clients, which was always paid in full and on time, it is frankly astonishing that you have chosen to impose an administration fee in these circumstances. Quite honestly, the administration fee comes across as nothing more than a petty and transparent attempt at one last jab. It’s not about the amount of money involved; it is about the principle and the way this has been handled. We find the decision to levy this additional charge particularly disappointing and difficult to justify. I expect you to reconsider the charge and donate the fee to the Alzheimer’s Charity.