Dear Selena, we are sorry that you were not happy with the property or the service you received from us. We have checked our records, however, and found numerous examples of our contractors trying to arrange to visit the property in order to carry out repairs but never receiving a response or being granted access. The landlord also invested in a new boiler during your tenancy and we received no complaints about the efficacy of the heating following its installation. The checkout was completed by an independent inventory company and was a direct comparison between the condition of the property at check-in and at checkout. Unfortunately there were significant issues highlighted with the garden in particular but, in an effort to try to avoid the cost of a professional gardener for you, the landlord allowed you the opportunity to return, something which a landlord is not obliged to do. Ultimately an independent adjudicator ruled in favour of the landlord and the relevant proportion of your deposit was returned to them. We are sorry that you were not happy with the ruling but please rest assured that we do try to be as fair as possible and would certainly have progressed any issues or complaints had they been reported appropriately to our office.