Unfairly withholding our deposit. These guys have been unprofessional since the start, everything is difficult and you can never get through to anyone. On countless occasions I’ve been put on hold and told that I’d get a call back straight away- never have they ever called me back. I’ve had to go into the office on multiple occasions to get to speak to someone and time and time again I’m met with ‘ it’s been a week from hell- I’ve not worked through my emails yet’ or ‘ sorry I’m really behind on my emails’. We had a leak in our flat and they sent a plumber- the plumber left a stain from the dye he used to detect the leak and we sent images to ensure we wouldn’t be charged for these and never got a reply. I then went in myself to make sure they had noted this issue and that we wouldn’t have money taken from our deposit. When it came to key handover we got an email a week later charging us £400 for the replacement of the lino floor. I don’t know where they got this number from, but they gave no evidence for this quote and it seems very steep for the area this cheap Lino needed to cover. Over 3 weeks later we’ve still not had our deposit or any communication other than when I rang multiple times and was told we’d get it last Friday - we didn’t get it and then a week later I rang and got told ‘I can’t actually tell you when it will be as I don’t know’. So they must’ve made it up the first time. Thankfully we have the details of our landlord to liaise directly with them about the issues we are having. Would not recommend at all. 0 people skills. If we don’t get our money back by the end of the month (which will be a month after handover) I will be getting our solicitor involved. It shouldn’t be this difficult and leaves me feeling incredibly frustrated.