I rented with Nicholas Humphreys for 2 years whilst studying at university in Norwich, and hand on heart I can say that for the duration of the tenancy they were outstanding, in particular, Sam Fryer. He has magnificent people skills and is a genuinely nice person. However, the problem started to arise when the tenancy ended. I sent out several emails to Laura Bennison (the person dealing with our deposits), to which I initially received no reply. After 2 weeks, I tried to ring the office to inquire about the status of my deposit, to which either Josh or Ben would reply and they would tell me that the person dealing with deposits is Laura and "she is busy at the moment" and would give me a ring back. Me and my housemate rang more than 10 times, and we received no call back from Laura. I only managed to get hold of her on the phone once when I rang. After around 20 days of our contract having ended, I rang the TDS (tenancy deposit scheme) to ask what to do with our deposit situation, to which they advised me to open a dispute. Coincidentally, Laura emailed me that same day and informed us that the deposit has been sent on that week's pay run and we should receive it by the end of the week i.e. Friday. On Friday, I received no deposit. I waited till Tuesday (since Monday was a bank holiday) and rang my bank to ask if there are any pending transactions to be credited into my bank account, to which they told me that there aren't. What angered me the most was the fact that I received minimal co-operation when our contractual obligations ended. I understand that they must've been busy, but a simple email telling me that they are currently working on refunding the deposit wouldn't take much time to write and send. Laura was simply being unprofessional and apathetic to the estate agent's customers. When I first rented the property, Sam was the one dealing with us (I think he was the person responsible of tenants), and I loved him since he was, and still is, a genuinely nice person. Nevertheless, after a long struggle, I did receive my deposit after 1 month (I think it would've taken longer had I not filed the dispute through TDS). Nicholas Humphreys is a good estate agent, and the other reviews prove it. I just happened to have a negative experience with the return of my deposit, and partly because of Laura's unprofessional approach. Had I received a simple email from the beginning, just to tell me that it might take a while to return the deposits, I wouldn't have had anything to reproach whatsoever. But ignoring a chain of emails and phone calls is simply unacceptable.