Dear “Lilly Green”, we would thank you for your feedback but we can find no record of any tenant going by that name in the whole of Zest’s history. We are happy to invite to our London Road office any prospective customers concerned by what they have read in your “review” and if necessary allow them to confirm for themselves that these comments are in fact spurious and malicious. If in reality you are a tenant who has recently pursued a dispute and are hiding behind a pseudonym then things become a little clearer. Naturally in every situation where damage is caused to a landlord’s property by the tenant, we will try to recover from the departing tenant an appropriate contribution to the cost of remediation. It is perhaps understandable that in some cases tenants are reluctant to take responsibility for the damage caused under their occupation, either by themselves directly or by other unspecified individuals. Until now, we have been able to resolve every situation of initial disagreement like this that we have ever faced through our negotiation with both parties who are (in some cases after frank exchanges of views) prepared to act responsibly. Unfortunately we can confirm that during the past week we have indeed experienced our first ever dispute where we were unsuccessful in reconciling both parties. As a result we are no longer able to claim a 100% record and will instead have to confess that in our 8-year history we have actually only managed successfully to resolve 99.95% of end-of-tenancy issues. Despite what “Lilly Green” may think, we act fairly and reasonably in trying to hold to account anyone who doesn’t do the right thing and that includes ourselves. While it may be true to say that our level of customer service has recently fallen somewhat short of our aspirations and reputation, we have taken decisive steps to invest in our people & systems to drive improvement to better serve our loyal, valued clients and continue to win awards. We recognise that in any situation there are multiple points of view and we genuinely always try to see things from all sides. In the spirit of actually doing the right thing rather than just talking about doing the right thing, we extend our invitation to come and talk things through to whoever “Lilly Green” really is so that we can consider any authentic grievance on a one-to-one basis.