I didn't have many issues with this agency until I had moved out of my flat and was trying to claim my deposit back. Loretto tried to claim nearly £400 out of my deposit of £756, for issues that were non-existant in the flat. For example, they wanted to take money out for "professional carpet cleaning" even though I already paid for the whole flat to be professionally cleaned at the end of my tenancy (I paid for this as a good will gesture. It wasn't even required in the tenancy agreement). They then also tried to claim money for an entire redecoration of one of the bedrooms, even though there was nothing wrong with it and it just had normal wear and tear (which is expected after I had lived there for 3 years). After 5 months of disputing this with Loretto and going through the DPS, I received 88% of my deposit back! My advice to you all is to keep as many emails and photographic evidence of the flat's condition as you can for the DPS, because Loretto will definitely try to take as much deposit from you as she wants (and failed, when she tried it with me). At this point, it's common knowledge that some agents try to unjustly hold as much deposit as they can. It's just a shame that Loretto and Belvoir happens to be one of them, especially after I had originally thought they were decent people during my tenancy. Anyway, justice prevailed in my case and I hope it does for you all too if you choose to go with this agency (I strongly advise against it but it's up to you at the end of the day), but unfortunately it will take time, as it took me 5 months to finally receive most of my deposit back.