Dear Sharon, I'm sorry to hear that you were disappointed with our service. Here at flatfair, we are committed to making sure that only fair charges are established through the negotiation process. As there was no agreement via the negotiation process between yourself and the managing agent (on the landlord's behalf), the case was sent to adjudication for a final decision. The adjudicator reviewed every charge in detail against all of the evidence provided by the parties involved whilst also applying tenancy law appropriately in order to make the final decisions. Having now reviewed the detail of the case along with the detailed and clear report provided to you by the adjudicator, I can't identify an error with the outcome. Though attempts were made to clean the property at the end of the tenancy, it's clear that the standard of cleanliness was significantly lower than at the start of the tenancy. Also, even with fair wear and tear considered, the garden wasn't returned at the level of maintenance required. I know that this was not the outcome you were looking for, but I'm absolutely confident that we've acheived our goal of a fair outcome. Best regards, Damola Head of Customer Operations