Update: Hello Elizabeth, I’ve spoken to your tenancy administrator and would like to address some of the misconceptions here. I appreciate your unhappiness with how things have turned out. It’s not appropriate to put too many details about this case in a public forum, but I would like to state some facts. Prior to writing your review you had already been offered 80% of your deposit back, so to indicate that you’re not getting your deposit back is misleading. The landlord had requested that some of your deposit be held back to pay the necessary costs in bringing the property back to the condition it was in when you first began renting. You are not being charged the full costs of these works, you are being charged 75%. The total held back from the Landlord would have been much higher had we not worked with the landlord on your behalf to reduce his initial claim of restoration works to something reasonable and appropriate. You dispute the amount, as is your right. That’s why we hold deposits in a Deposit Protection Scheme, and it is why the DPS act as an independent adjudicator to these claims. You are in the process of disputing this issue through DPS, and you must pass all grievances and evidence to them in order that they can decide the next course of action. I wish you the best of luck in finding a resolution to your satisfaction. However, I believe your one star review of us does not represent the level of work and commitment we have carried out on your behalf. Original Reply: Hello Elizabeth. Thank you for the review. I'll be looking into this situation for you once the bank holiday is over and I can speak to the member of staff responsible for your tenancy. What I can say at this stage is that it is the Landlord who has withheld your deposit, not us. We try to act in the best interests of the tenant and the landlord in all cases, and it's not always easy to strike a balance that both parties are satisfied with. I'll update this further next week once I can get to the bottom of what has happened.