Dear Ted, Thank you for you bringing this to our attention. After investigating your comments, i'd like to express my confusion on your comments, looking at our system please see below the timeline of events. 30/06/2017 - Tenancy end date 06/07/2017 - Initial deposit deduction letter sent to all tenants 04/08/2017 - Deposit dispute resolved, revised deposit deduction letter sent (£20 maintenance charged removed) Upon receiving all bank details for the deposits to be returned to, Amy sent them to our accounts team to release. After it being brought to our attention that you had not received yours due to incorrect bank details being submitted, on the 17th October 2017, Amy received an email from you stating 'My (correct this time!) account details are as follows:....' and your remaining deposit was returned on the next payment run. As I am sure you can appreciate, a £280 contribution towards a clean for a 7 bedroom property is more than reasonable. Most end of tenancy cleans for properties over 6 beds would be a minimum of £300. It is also my understanding that upon vacating the property, an internet router was left at the house which needed to be returned to your provider to avoid any charges to your account. One of my colleagues retrieved this for you and kept it in the office until it was collected by a member of your household. This is not something that is standard company procedure, but instead a goodwill gesture by the member of the team. If you have any further concerns or there is anything that you would like to discuss further, please contact me directly on jodiew@nicholashumphreys.com