Dear Aeran, We don't understand this. You've never been a tenant of ours and we have no record of having ever communicated with you on our system. We are however aware that you are a friend of a former tenant of ours and that this individual failed to return keys at the end of his tenancy. As such, he was charged rent to cover the period he did not vacate in line with his contracted agreement. In addition, the check out report for this property has shown a significant number of dilapidations for which the landlord is seeking financial recompense. Your friend has not yet disputed any of the issues raised and recorded in our check out report or the claims made by the landlord. If your friend does wish to make a representation, he should speak to his Property Manager Abbie who will advise him of the process by which he can do this. If we're not able to reach a negotiated settlement with the landlord, he will need to submit evidence for independent arbitration to the Deposit Protection Service (DPS), who will ultimately make a decision on a suitable apportionment of the security deposit. This decision rightly falls outside of our remit. Rest assured, your friend's security deposit will not be released until an agreement has been reached. In terms of failing to respond to 'your question', we have always responded to the maintenance issues raised by your friend during his tenancy. On review of the maintenance log, all issues raised were resolved in a timely manner and we never had any complaint from your friend during his tenancy. It would appear that he has never expressed dissatisfaction with the support that he has been provided until the check out report documenting the condition in which he left the property was released to him. Thank you for taking the time to provide a view on behalf of your friend. Please do ask him to call us to discuss in greater detail so that we can support him and look to mediate on his behalf with the landlord. If this is not to his satisfaction we can advise on the next steps that he can take. In the meantime, I wish you the very best of success with your very engaging Tik Tok fitness channel. 5*. Regards, Chris Whitaker Managing Director