Good afternoon, Thanks so much for your review. I would like to clarify some points in response. The office has been closed since last March due to the global COVID pandemic and the government enforced lockdowns lasting just over a year now. Under the current guidelines the Prime Minister has asked that remote working continue until at least June 2021. The phones do have a recorded message which confirms that the office is closed, we are working remotely and all contact should be via email. Your emails were responded too and the landlord contacted at each time the intermittent issue was raised. You also contacted and dealt with the landlord directly on a number of occasions choosing to bypass Northwood. The intermittent problems with the water were reported directly to the landlord who advised he has his own plumber to undertake the work and was repeatedly contacted & instructed to attend and locate the cause of the intermittent fault. The plumber attended on various occasions and could find no fault other than the hot water tank was being frequently drained. The hot water tank at the property is of a size which should provide an adequate water volume for the size of property if not used excessively, however the landlord agreed to upgrade this to a larger size tank to resolve the issue you raised. The plumber had your details to arrange further access directly. He finally booked to attend to replace the system with a larger tank however access on his availability was initially refused by you via email, with you citing that the appointment was not convenient as it would have clashed with your plans to travel to celebrate your birthday with family during the lockdown period. You would not allow him access without you being present. With regards to the deposit. The deposit was returned to you following a short delay due to damage caused by yourself at the property, specifically irreparable damage to the lounge electric heater which required completely replacing. The property was vacated and the deposit return was passed to accounts to be returned on the 23rd March, a total period of 7 working days. I do not find this to be an acceptable timescale. I would also like to add that you were kept fully updated of the deposit return process via email, the damage the landlord wished to have rectified, the total cost of deductions which were to be made and timescales. You responded to all correspondence so you were fully aware of when the deposit would be returned. If the property had been left in an acceptable condition with no damage to rectify, the deposit would have been returned within 48hrs.