Hi Mekala, Im sorry that you felt the need to leave a negative review for us without any kind of complaint to our office concerning the service ever, perhaps if you had raised your queries at the time we could have dealt with them for you. Anyway in response to your points here are the facts. The Fridge freezer was reported as not working on 7th August 2018, we instructed a contractor the same day to see if it could be repaired, but it could not and the replacement was authorised on the 09th August 2018. It took a little while to get into stock as it was a special order being a built in unit and the replacement was booked in with you for the 21st August 2018. You then re-arranged the appointment as it was not convenient for the 23rd August 2018, a total of 17 days not without the item not 2 months as you have stated, please do not mis-represent that facts. We are sorry that you were without the item and can only apologise for the inconvenience whilst it was being replaced, but as you can see not all of the delay was down to the Landlord/contractor in getting the appliance for you. In respect of the washing machine this was reported on the 24th May 2019 the contractor attended and could not find a problem with it at that time. However you re-reported on the 10th June that there was still an issue, so we sent the contractors back out, and the element was replaced. This lasted until July whereby the machine developed another problem and it was at this point that the entire unit was replaced. So to say you waited 3 months without a washing machine, again this is a misrepresentation of what actually happened, it broke, we had it fixed, it lasted for a period of time then broke again, so we had it replaced. It is a fact that in property items do break down, and although we wish for no tenant to ever be inconvenienced by this in reality there is inevitably always some inconvenience to the tenant. This is always kept to an absolute minimum and we are sympathetic when this happens, offering alternatives if possible, however the timeframes are not unreasonable. With regards to the deposit claim, this was with the DPS not the TDS. We requested deductions on behalf of the Landlord and received no agreement or response, so the matter was taken through statutory declaration, as we are required to do so when our correspondence is ignored. The DPS process that exists is fair and just we were awarded the correct amount that we were asking for; damages to the property, cleaning, missing items and removal of your rubbish left behind, as the property was not returned in the same condition minus any relevant wear and tear that we gave it to you in. The balance was returned to you so there was no issue, other than the fact that we were ignored in our initial attempts to get the deposit resolved. Any fees that you were charged were pre-agreed at the start of your tenancy and contained within our signed tenants terms of business that you agreed to pay us during the life of your tenancy. Completely legal and in line with the tenant fee ban act, so there is no issue here. If you are aggrieved because you agreed to this and made a mistake and were charged for it then we can only apologise for you lack of willingness to comply with what is quite a straight forward and reasonable request. At no time have we done anything wrong. We fully accept negative reviews and what we can learn from them in order to improve our services to customers, but not when facts are misrepresented or totally distorted from the real truth. We thank you for taking the time to leave a review and would state that should you have been unhappy with any aspect or the service or experience that you submit your full detailed written complaint to the office in a timely manner.