Dear Mr Nourbakhsh Thank you for taking the time to add to your edits, however I do need to make some very salient points: I will list them as per below for ease of reading: As you may or it seems are not aware, your son and his colleagues omitted to set up their Severn Trent water account - you may not also be aware but we absolutely cannot do this for them as it has to be the account holder for obvious GDPR reasons. All students are informed when collecting keys that they must set all utility accounts up themselves, sadly this wasnt done regarding water - we would have not known about this until the cessation of the tenancy, which sadly has held normal closure proceedings up. We could not return their deposit until this bill was set up then closed as I am sure you understand. This meant the students had to contact Severn Trent, set the account up, Severn Trent to calculate readings and then the account closed , I am unsure if you are aware but sadly these utility companies take a very long time to action such processes, I can assure you that our student team assisted all they could to 'move this along'. As a result of this taking so long to be implemented Sylvia contacted the landlord to see if there was a 'way around' this so they could have their deposit returned quickly, the students landlord most kindly said to' just' charge them £100.00 in order for them to have their deposit returned, this was most kind of their landlord as the bill would have been rather more than £100.00! You state that we charge excessive fees & charges - I can assure you, our fees are not excessive and I suggest you carry out some local research as have we to view what other agents charge - I can also wholeheartedly assure you that we do not 'charge' anything whatsoever to our student nor private tenants - any cost incurred by contractors are the total bill charged - we do not add any commissions or take a 'cut' whatsoever - you will not know but there are many agents who add from 17%,12.5%, £20.00 to each contractors bill for their own financial gain - we have strict morals and do not inflict these extra costs onto our landlords nor tenants. Once again, the landlord provided the heaters - 'not' the tenants as you repeat. The students were not charged any cleaning costs, only charges to cover the cost for the hole made in the wall and for the damage to the decor whilst smoking with the window open during heavy rain lashing inside. None of the tenants disputed this. This boiler was an 'air source heat pump' boiler and had to have specialist engineer attendance which took far too long in our opinion - it was nobodys fault it stopped working, you will find this can happen in your own property. The student team have been in constant communication with the lead tenant who has this week sent us an extremely nice thank you email for all of our assistance! I am sure they have been informing the group of proceedings - it seems you havent been informed. The students have received their deposit back. We find it most strange that we have not heard from you in these 7 weeks until you again choose to deride us on social media? It would have been more beneficial to us all if your son had contacted us directly at the office if he had these issues rather than you make these incorrect accusations through lack of you having false knowledge of the facts Once again, please understand my asking you to not insult us by stating our reviews 'seem unreal' , we are a proud family owned business and as stated previously, every review is genuine, we do not 'subscribe' to asking friends & family to leave us reviews. We wish your son all the best in his future, and we are sorry you felt the need to leave this review, it would have been nice if we could have met and then you would know what type of ethical, caring people we are here at Belvoir. Despite this we understand you being protective over your son but your facts are sadly wrong. Kindest Regards The Belvoir Team.