Thank you Claudia for taking the time to give us a review. Although clearly negative, I feel you raise a very important point around contractual obligations during a tenancy. As you know, when you enter into an agreement to rent a property there is a contract put in place (the tenancy agreement). This contract is designed to protect you as a tenant, giving you security of tenancy and other rights to ensure you are able to enjoy your home. This tenancy agreement also gives the landlord protection in the form of detailing the tenants’ responsibilities to look after the property and pay their rent. It is of course common for there to be a fixed term to the contract. This gives the tenant peace of mind that they can remain at the property for at least the length of time of the contract, and the landlord to know their property will be occupied for at least this minimum length of time. What you must realise is that these contracts are binding and there will be penalties for breaking the contract, whether that be the landlord or the tenant. In this instance I understand you are disappointed and upset that you must pay a penalty for breaking the terms of your tenancy agreement, however this has always been clearly communicated to you at all stages. As you are aware, current legislation states that all deposits must be held within a deposit scheme. Not only does this protect your deposit, it also provides a platform for you to dispute any potential deductions from your deposit through the use of an arbitration service. We have of course invited you to use this service so that an independent body can evaluate your claims and our evidence and settle any dispute. As you are aware, and hence you feedback today, the dispute service has awarded in the landlords favour for your breach of contract. This is clearly disappointing for you, and I can honestly understand that you would be upset. However at no point do we believe we have mislead or been dishonest with you. We pride ourselves in our high level of customer service and our transparency and feel that this reflects in the other feedback we have received by our customers and clients. I do of course welcome any feedback, and if you have any specific areas you would like to discuss so that we can improve even further then I would really appreciate you to contact me and I will promptly respond. Many Thanks, Luke