A tenant for several years. Mostly with good correspondence and cooperation with Northwood, with exception of one person on check-out. Had to deal with a "senior" admin whose conduct was unprofessional. Non-stop guilting on her end to get me to part with my deposit, knowing it was a reach. One angry email demanded to know who's responsibility it was to pay the cleaning for "fingerprints on doors". Other ridiculous assertions that insisted on repayment included floor entrance into the unit being visibly worn (the property was lived in for seven years, did they expect me to float into the living room?), a detached carpet that was caused by their maintenance and a "missing curtain" which was photographed on the floor in the same reference it was claimed to be missing. Case escalated to TDS's resolution service who instructed Northwood to receive 10% of the deposit for some cleaning as opposed to the 65% they argued for - at one point I was told "there's no two ways about" paying such an amount. The tone and nature of the admin's emails caused stress. Her final attempt to try and avoid the case escalating claimed I should think about her proposed amount for non-missing curtains and cleaning of fingerprints to avoid "the stress and uncertainty" of going through TDS's resolution service. Mighty glad I did and encourage any tenants in the unfortunate situation of corresponding with the same person to pursue their own case. This person would stop at nothing to get the majority of the deposit to the point of suggesting to avoid TDS's resolution service. She's been with the company a long time and knew the game she was playing. Awful practice on her end and did leave me stressed for weeks. For everyone else I spoke with there, mostly great. Only other disappointment was highlighting a brothel was in operation very close to the unit and a lot of suspect characters come in and out the hallway at night. I argued this in defence of increasing the rent 12% during an annual contract review, claiming it's not that fantastic a place to live as a tenant in fact and could we meet in the middle at 5%? This was completely ignored. Hence what they considered fair game for arguing as means of keeping the deposit, some of it was hilarious. I imagine other letting agents could be worse on balance. But I wouldn't know.