They don't care about tenants. They try you to pay first Before tenancy they asked to pay for a professional cleaning (optional) where we were said if we paid at the beginning we didn't need to do it at the end. Now, at the end, I am asking what that cleaning covered and I haven't received any answer yet. From their conversation, they also suggested the house could be given, so so, clean... as we were who decided if we wanted to pay for a professional cleaning... We accepted the professional cleaning. As my contract said if house was given after having a professional cleaning, it must be returned with a professional cleaning. They asked for monies from the deposit, which I cannot say no as it is on the contract... The thing is, we asked if the house was going to be given with a professional cleaning before our tenancy and they said no. This is why we accepted the cleaning. So, before my tenancy, the house was given with two professional cleanings, from the same company and only 4 days different between one and the other - days 24/02/17 and 28/02/17. After both cleanings, you think my house was clean, but... no. We said house was given dirty, stains, greasy kitchen... they accepted some of them and others were "just" rejected as the house had been professional cleaned... and due to wear and tear... So, the same company had to come a 3rd time, for few instructions they were given. I ensure the house was given back cleaner than we received it, but as they had a bill .... from a professional cleaning company.... I cannot complain With this topic, I dont understand how cleaning for previous tenant was only £120 (more things on bill done), and I paid £232.5 for a "light cleaning" Updated After a smoke screen about their standard process, which are nice words, you forgot to say "if client has paid for a professional cleaning we proceed in the following way, if not we charge" His words were: "... it was a condition of your Tenancy Agreement that the carpets were professionally cleaned..." and "The carpets were not however returned in a professionally cleaned condition..." (10/03/20) I couldn't complained My question: "what was the optional service I paid at the beginning? what did it cover?" It is funny you said "...my colleagues having to accept..." Could you give examples? you said written? can not we complain as clients?The best is to point to the client to avoid responsibility I only spoke about money, and frankly: -07/02/20, the day we returned keys. House was going to be empty 3 days. You expected us in the morning. We decided to check the house after the yearly gas revision. We discovered heating left at 18`C. Not scheduled, in continuous way. I called to asked why so high. I heard on phone a big and long noise from Rachael complaining about my question. Her words after were you HAVE TO leave heating on...(winter). After discussing I complained was high. She put me on hold for 5 min, and came back saying 6 degrees... -13/07/17, I was looking for a fuse in a power boiler for a week.. I said there was not fuse in here, but you insisted...also wanted me to check where the roof... Result was you sent someone you wanted us to pay, but then you realised your database was not up-to-day and there was not fuse... felt treated like an idiot.. -There is an email where Rachael WROTE US IN CAPITAL LETTERS! I answered I had my right to complain -Leaving process... what a nightmare. You had an email from the lawyer, another from the developer... But after 20 emails, I said I have received the keys for the new house that afternoon, and I didn't have any other proof to show. Magically, you said OK -independent Inventory Clerk... zero flexibility to clients. Never changed a day, or said time to attend, always reporting just 1.5 days in advance (it's one working day). She broke a ventilation slot cover and always used our toilet -We couldn't attend check at the start (or end) due to no flexibility with independent Inventory Clerk. According to her, picture is cleaned Updated: if you are so confident, allow to upload emails to see who lies