Thank you for taking the time to write a review. Our leadership team has remained unchanged for many years now and our sales staff have never had any involvement in the operational management of property, which your concerns relate to. Unfortunately, there are times where we are unable to accede to every request and it is extremely disappointing when this is misconstrued as arrogance or incompetence. We do not always agree with our clients, this is only natural and an aspect of good, ethical management. There are occasions where requests are made which we simply cannot fulfil and when such requests involve deposits, which are held in a government backed scheme, with repayment processes which we cannot influence or change, regrettably, our hands are tied. Chasing arrears throughout the pandemic has been extremely challenging but something that we have worked tirelessly on with very positive outcomes. Our advice to work with your tenant in order to recover the arrears drove a significant reduction in the arrears balance. Given the circumstances and financial difficulties faced by so many tenants at present, the minimal arrears owed following the tenant's departure, which was covered entirely by the deposit held, is a positive outcome. One that many landlords would relish in the current climate. Regrettably, the delays in the deposit repayment process, which I understand is what has driven this unfortunate review, are entirely out of our control. Sadly, this is another consequence of the challenges that we face due to Covid. I would urge you to submit a formal complaint in order for your claims to be properly investigated. We take pride in the service that we offer and will respond favourably to any complaint that highlights a failing on our part, following a full, thorough, investigation. In the meantime, we will continue to work with you to conclude this matter.