Dear Dan We're genuinely sorry to hear about your experience and the distress caused by the events surrounding your tenancy. We appreciate you taking the time to share your feedback. This was a tenant-find service, meaning our role was limited to introducing the tenant and carrying out the pre-tenancy checks. As part of that process, we completed the standard legal checks available to us, including identity verification and Land Registry checks on the landlord, and these did not reveal any issues that would have indicated the circumstances that later arose. The landlord chose to manage the property themselves and declined the additional services we offered, including professional cleaning, inventory preparation and ongoing property management. The tenancy deposit was also paid directly to the landlord rather than through our agency, so the legal responsibility for protecting the deposit rested with the landlord. We were genuinely shocked to learn of the property's condition and the subsequent repossession. When you contacted our office, we did not ignore your concerns. Although our involvement was limited, we recommended that you seek advice from organisations such as Citizens Advice and Shelter, as they were best placed to provide the specialist support available in these circumstances. We fully appreciate that this was a very difficult situation for you, and we regret that the outcome was so upsetting. While we could not have foreseen the landlord's actions or intervene in matters that were outside our legal remit, we do take feedback seriously and continually review our processes to ensure we provide the best possible service within the scope of our role. We wish you all the best for the future. Best Regards Elizabeth