Dear A, I have reviewed the maintenance issues reported throughout your stay at the property, and can confirm that, most of these were associated with the common heat/hot water supply which, unfortunately, due to its nature had to be referred to a third party to address. Our staff always aims to provide utmost professional and effective service and tries to conclude any matters referred to us to a mutual satisfaction. I am sorry to hear that you feel that you have not received this level of service. Our staff made arrangements with your consent to access the apartment with notice once you had given notice to leave under the terms of the tenancy. On one occasion you had agreed to leave keys with concierge as you would not be home and that keys will handed back to concierge for your collection once the viewing took place, my colleague was a few minutes late due to traffic. Upon reviewing our records and the professional check in and check out reports, I can confirm that our proposal of charges against your deposit did not include a charge for loose toilet holder. In fact, I note that the proposal was so reasonable and justified that you have accepted it instantly. Ketan Tailor MARLA Lettings Director