Awful experience

They were dealing with our checkout and emailed us one day saying the landlord wants to keep your deposit (over £2000!) so can you please confirm this is ok. We were baffled as we had been expecting to get the whole lot back having left the flat in good condition and paid £240 through Marsh and Parsons to get a professional clean. We said no and what were the reasons. We were given a list which included nails and 'structures' in the walls, a bathroom fan not working and a stain on the carpet - all of which were on the check IN report! We explained this but got nowhere so I went to TDS as obviously the landlord and agent were chancing their arm. The agent even put that the place hadn't been cleaned TWICE on their response to TDS, despite us having booked the pro clean through them, and numerous other ridiculous and made up claims. Needless to say we got our entire deposit back less £50 for nails (which were actually there before - we aren't dumb enough to put nails in a rented flat - but we couldn't be bothered fighting it). Mostly disgusted with the scummy greedy landlord but the agency should have looked at the check in report and put a stop to it and avoid putting us through the unnecessary stress they did.