Dear Chantelle, Thank you for your feedback. Your frustration is clear and for this we apologies, but unfortunately for us, it also appears to be mis-directed. Please understand that we as agents have nothing to gain from the resolution of a dilapidation claim. All claim proceeds go to a landlord. That said, the thoughts of our clients are very important to us and hopefully the below will offer you some reassurance. In regards to the matters of cleanliness recorded upon vacating, whilst I believe these areas are no longer disputed, I accept that you feel the cost of rectification is higher than you expected. In our experience, these costs appear to be quite reasonable and we accept that this view is likely the reason for your targeted discontent. However, the advice my colleague Julie provided, was to make use of the free DPS deposit arbitration service, as they will assess both the landlord and tenants claims and rule independently. Please understand, this advice is offered to you as an avenue of reaching a fair and unbiased decision and is provided to you by us, as a means of offering support to both parties when a landlord and a tenant's views are not aligned. Kind regards,

Ell _ Our reputation is very important to us - but don't appear to have any record of receiving correspondence from this email address? Perhaps, this is the reason for our perceived lack of communication.

Dear Yash M, Thank you for your feedback. Whilst this could well be a rare and genuine mistake, we don't actually hold any records of you ever being a client - which begs the question how this situation would even be possible? Should this be a genuine claim, we take full responsibility and apologies for any inconvenience encountered, however perhaps you would be so kind to contact me to advise which property/tenancy this allegation relates. Thanks in advance.

Karolina, whilst we have no desire to underestimate your condition or its inconvenience, that said, you reported your issue with the shower to us at 4.19pm on Friday afternoon and yet we were able to ensure an engineer was in attendance with you before 6pm on that same day. The shower unfortunately could not be repaired and a replacement has had to be ordered. The quote to replace was received at 8.14am this morning, with the landlords consent and instructed again before Midday. Whilst we have every sympathy with the condition you describe, really I don't see that it is in anyone's best interest to provide this level of detail in your complaint and despite our best efforts this also doesn't alter the feasibility or reasonable expectation of its resolution. Kind regards