Dear Serena, Thank you for taking the time to share your feedback. We are genuinely sorry to hear that you were disappointed with aspects of your experience, and we appreciate the opportunity to review the matter and respond in full. With regard to the repair charges, during your tenancy these were applied following an independent contractor’s assessment, which concluded that the damage identified was not consistent with fair wear and tear. Accordingly, the associated costs were allocated in line with the terms of the tenancy agreement and standard industry practice. We understand that maintenance matters can be particularly frustrating and we are sorry for any inconvenience caused. The heating and shower issues you mentioned were attended to and resolved within a reasonable timeframe, in accordance with standard repair procedures. Where delays occurred, these were due to the need to reschedule contractor appointments, as per your request, which we always aim to manage as efficiently as possible. Regarding cleaning, a detailed check-out inspection was carried out against the original inventory report. Unfortunately, the property was not returned in the condition required under the tenancy agreement and an end-of-tenancy clean was therefore necessary. This level of clean is more comprehensive than a standard domestic clean and is supported by a detailed inspection report and photographic evidence. Regarding item removal, we identified that the cost allocation should have been more accurately apportioned to reflect responsibility for the items removed. In this instance, all items were unintentionally included within a single charge, when the cost should have been split. We fully acknowledge this oversight and sincerely apologise for the error. We'll be in touch to discuss this directly with you. We also want to be transparent in confirming that we did offer access to an independent dispute resolution and adjudication service in line with deposit protection scheme procedures; however, this option was not taken forward at the time. As a regulated and professional letting agent, we are committed to acting fairly, transparently, and in accordance with all relevant guidance and industry standards. While we take great care in our processes, we acknowledge that a human error occurred in relation to the removal charge, and we sincerely apologise for that oversight. We value all feedback and remain committed to resolving matters constructively and fairly. Should you wish to discuss any aspect further, we would be pleased to assist you directly