Dear Tanya, I am very sorry to read of your frustrations with your recent tenancy via ourselves. You were dis-satisfied with cleanliness following a professional clean pre move-in. I attended in person as soon as you reported that issue and I fully agreed with you. I apologised and instructed a deep clean, carpet clean and oven clean by a second contractor right away. The inventory for your tenancy was produced after the first clean, the unsatisfactory one. The independent check-out at end of tenancy was referenced against that original inventory. Yes, we did agree that if the property was left in the same condition that you received it, (before re-clean), that no cleaning costs would apply. The independent checkout summary against the original inventory, reported that; 'Cobwebs are present to the ceiling within several rooms. In the kitchen, scale is present to the sink and draining board. Grease is present to the interior of the oven door and oven racks. Grease is visible to the extractor filters. In the utility room, scale is present to the washing machine soap drawer. In the bathroom, scale is present to the chrome fitments. The property would now benefit from some further cleaning in some areas, in order to return to the same level of cleanliness as noted at inventory.' Given that cleanliness on return was reported as less than on the original inventory, your landlord felt the cost of that cleaning to be a fair deduction. (Cleaning costs are costs to a landlord, not fees payable to the agent). Your partner wrote to us accepting that cleaning was needed and offered 50% of the end of tenancy cleaning cost which your landlord accepted. Your property was inspected 4 times during your tenancy. It was not inspected in 2020 when temporary restrictions on movement and access prohibited non-emergency access. The period property has single glazed sash windows. This was the case at viewing, visible on particulars and on the inventory prior to move-in. I cannot find any record of anyone advising of double-glazing. If anyone did at any point, I am sorry. Our reference for any such query would be the inventory. Kind regards, Julian Bessey -Director