Dear Mr Farrag, We are disappointed to receive a 1 star review from you based on the deposit dilapidations. JLL provide a full End of Tenancy Guide to all tenants so they are aware of the deposit procedures before they vacate their apartment. As stakeholders of the funds, JLL must follow the TDS guidelines when dealing with the release of a deposit which is also recommended to the Landlord. In this instance, at the point of Check Out, a professional independent check-out clerk had raised issues which they felt were the responsibility of the tenant. To release funds we require the agreement of you and your landlord and if both fail to reach a settlement either party are able to raise a dispute with the TDS where the deposit is registered at no additional charge, so the process is as fair as possible. I would be happy to discuss this with you further and please do contact me on the details below: William Uelese- Director, Property Management. 0207 399 5332

Hi Jen, I’m sorry to read your comments. I have spoken to the local team and their records had not been updated and for this we sincerely apologise. I understand that the team had left you voicemails, but unfortunately they had an old email address for you. My name is Emma Deeny and I work in Customer Services in JLL and my number is 0207 306 1639. From speaking with the local team, I believe that you raised this with them at the time, but do let me know if I can be of any further assistance. Regarding your point on fees, we are always completely transparent with our fees. They are displayed in our office, online and in our terms of conditions. There are no hidden surprise fees, but again, I’d be happy to discuss and review your case specifically if you’d like. Emma

Hi Sylwia, I am surprised by your comments and unsure whether you have the right agency. We’ve checked the applicants who were registered on Saturday and have no information for you. Please can you give me a call to discuss this further? My number is 07841 860973. Emma

Dear Justin, I am sorry to read this feedback. At JLL we pride ourselves for our high level customer service and with deposit reconciliations we aim to have this completed as quickly as possible, but we do require the agreement of both tenant and landlord before releasing any disputed funds which can sometimes cause unnecessary delay. We have looked into your specific case and can confirm that the undisputed part of your deposit, which is the majority of it, has been transferred to you and the remainder is currently being negotiated with your landlord. If there is no agreement then you have the option to raise a dispute with the TDS where the deposit is registered. As the stakeholders of the funds, JLL will always work hard to bring a fair resolution to all deposits disputes however there is an option for either party to escalate it to the TDS where an independent case examiner can look into the matter and make a final decision. Please do get in touch with us if you wish to discuss this further.