Dear Marysia, Thank you for your message and I am sorry to hear that this has occurred. We take pride in the accuracy of our reports, and are known for our detail and consistency, so I am surprised to hear this. I would like to assure you that we are not bias to either parties, and all of our reports are entirely independent to ensure they are fair for both landlords and tenants. There are a number of factors that go into the liability comments in our check out reports, including length of tenancy, the condition during check in, and any maintenance issues that may have occurred during tenancy. After each report is created and delivered, we also offer a 7 day period to comment on our reports to ensure all parties are entirely happy. This applies for both the check-in and check-out reports. As a company we have been operating for over 10 years, and 99% of our feedback is positive, and we are keen to ensure we always provide the efficient and accurate service we are know for. Taking into account the nature of our business, we do accept omissions can occasionally occur, and if this does happen we would kindly request that you contact us directly, as we’d be more than happy to discuss this with you, and if needed revisit your property to ensure the report you have receive is fully accurate. Please kindly email us as below: admin@openhouseresidential.co.uk