Initially I was very happy with the experience when renting a property. The agent who was dealing with my case was friendly, very efficient and knowledgeable. The story changed when I wanted to get my deposit back after finishing renting... I was asked by my ex-landlord to wash all the carpets and the curtains by a professional company despite the fact there was nothing in our contract which stated we should have done this. There was also no mention of this throughout our tenancy therefore I was surprised when that was asked of me from an agent before my deposit was released. The telephone conversation with K. was debilitating; the agent sounded annoyed with me; friendliness from the beginning was gone. I was shocked when she asked me to 'donate' some money towards carpet cleaning as she said: "this is how we do things here". At that moment I wanted to ask whether she meant it's because I'm not from Devon or even England and don't know 'how things are done'. I 'donated' the money as I was afraid that if I won't, there will be more problems occurring and at this point I needed my deposit money back. Maybe some additional customer handling training could be of benefits.