This lady rented a property in Aylestone through our agency. Every maintenance issue that was reported by the Tenant was reported to the Landlord also. The Tenant was never ignored and always acknowledged. Unfortunately the Landlord is the decision-maker and how quickly they authorize jobs to be done is out of our control. We have a variety of contractors, that we can send out to issues, but we need to Landlord to authorize it first. We are always happy to chase Landlords on behalf of Tenants, over outstanding works and apply as much pressure & influence as possible, in the interest of guiding the situation towards a successful outcome. However we cannot approve any works costing money without the Landlord's consent. We explain this process to Tenants, so there can be no doubt in their minds, that any delay is not on account of the fault of the Agency themselves. We are always happy to check-in with Tenants and update them on the status of any outstanding jobs. The Landlord asked the Tenant to use Leicester City Council for the pest control issue. We always speak to our customers with respect. We did not withhold the Tenants deposit. The Landlord wished to make claims against the Tenants deposit. The deposit was protected with the DPS. The tenant disputed the claims with the DPS. The DPS took the Landlord's side on this occasion, and awarded the Landlord with the majority of the monies back. This was however dealt with fairly and independently by a government approved scheme. If the Tenant is not happy with the decision, she should leave a negative review on the DPS website, and not on our Newton Fallowell page!