Dear Louis, We are sorry that you have been finding it difficult to speak to a member of our team. I can see that at the time of your complaint several people were off, which made it more difficult to speak to a member of the team. We are now actively hiring additional staff. We are sorry that you find the charges overpriced; we can assure they are not. Your deposit has been registered with the DPS: our deposit proposal does highlight that any concerns you may have about the fairness of any proposed deduction can be brought to the attention to an independent case assessor with the DPS, who will then make a final and binding decision for all parties.

Dear Trevor, Reviewing the checkout document, which was produced by an accredited and independent inventory clerk, the clerk stated that the property needs cleaning and that the carpets need cleaning. The kitchen and bathroom needed thorough cleaning in particular. We provide all our tenants with a vacating letter and checklist, and it is the tenant's responsibility to leave the property in the same state of cleanliness as it was provided. We are sorry that you find the charges overpriced; we can assure they are not. Your deposit has been registered with the DPS: our deposit proposal does highlight that any concerns you may have about the fairness of any proposed deduction can be brought to the attention to an independent case assessor with the DPS, who will then make a final and binding decision for all parties.

Dear Google User, The government now requires all letting agents to check that a prospective tenant can legally rent a residential property in England. In order to do this, we must establish for your prospective landlord who will be living at the property. We are sorry that this offended you, but we face heavy fines where we do not comply.

Dear Trevor, Reviewing the checkout document, which was produced by an accredited and independent inventory clerk, the clerk stated that the property needs cleaning and that the carpets need cleaning. The kitchen and bathroom needed thorough cleaning in particular. We provide all our tenants with a vacating letter and checklist, and it is the tenant's responsibility to leave the property in the same state of cleanliness as it was provided. We are sorry that you find the charges overpriced; we can assure they are not. Your deposit has been registered with the DPS: our deposit proposal does highlight that any concerns you may have about the fairness of any proposed deduction can be brought to the attention to an independent case assessor with the DPS, who will then make a final and binding decision for all parties.

Dear Ms Wood, Thank you for your feedback - I have had a chance to review our records and I can see that you wished to view a property on Castle Hill Avenue and you spoke to our Branch Manager. Speaking generally, before booking a viewing with any prospective applicant we always ask a series of questions which establish whether you are likely to pass successfully through referencing. The benefit of this is that we don't waste anyone's time and we certainly wouldn't wish to refer a customers application to our referencing company knowing that they weren't going to pass. Applicants who do not pass referencing lose their application fees and it is our policy to try to avoid this outcome by vetting people thoroughly at the outset. I realise that this must be disappointing and we apologise for any inconvenience caused.