Dear Alexandra, thank you for your review. It is disappointing to read your comments. Having reviewed the file I am glad to see that your application was accepted, reference checks completed and move in date confirmed within 24 hours of viewing the apartment. It is pleasing to see that you were very happy with the process too in your emails to Thomas McCormick. I can see that you viewed the property whilst vacant in the condition that you were due to receive it in apart from the fact a professional carpet clean was carried out to the carpets and a professional clean to the areas the previous tenant missed after you viewed it. Both invoices were provided to you to confirm this. I can see Thomas arranged for the cleaning company to re-visit the property, as a gesture of goodwill, to attend to the areas you were not happy with. However, this was refused by you. Unfortunately, due to the changes in the law with the tenant fee act 2019 an agent or landlord cannot enforce professional cleaning unless it is deemed necessary, hence the areas only needing to be cleaned were done as part of the ex-tenants checkout. The inside of door frames and window frames generally are not cleaned as part of an end of tenancy clean by the cleaning company, but this is a point I can raise with them. I’m aware that you did not move into the property until almost two weeks after the tenancy started and therefore some dust and cobwebs in door frames will likely accumulate naturally in that time, along with the arrival of some insects (bugs/spiders) , this is common to see in a vacant property. As we mentioned, you viewed the property vacant, the condition of the decoration would have been accepted as viewed and there were never any concerns raised from you post viewing about decoration being needed nor was it deemed needed by our check in / out team. The marks you show are wear and tear. I’m satisfied that Thomas has acted accordingly when dealing with your concerns, and even sourced the cleaner to attend as a goodwill gesture to allay your concerns. I hope that you have now settled fully into the property and can start enjoying your new home to its full. Chris Hollins Branch Manager