Hi George, I am really sorry that you feel you have received poor service from us. We explained fully all of the circumstances around a new tenancy prior to you agreeing and you were happy to go ahead. We do not do tenant change overs as rule because there are always issues with the deposit and someone is left unhappy. It is fairest to end one tenancy and start another. The rent was set for the new tenancy before you chose to go ahead, there was no obligation to do so and the rent for the new tenancy was less than the current market value of the property. The only costs deducted form your deposit were genuine cleaning charges as the property had to be cleaned to a professional standard. If you used a company then you should have recouped these costs from them as they had not done a thorough job and I am sorry that you were left out of pocket. We actively try to help tenants get all of their deposits back by supplying cleaning check lists and numbers for cleaning companies we use, so that if they miss something then we can recall them on your behalf. It is very unfair to say that we do not care about our tenants that simply is not true and in fact in this circumstance the Landlord wanted to refurbish the flat but you were extremely keen to stay on and so those plans were put on hold to accommodate you and your flatmates. We do not deserve this one star review.