This comment has an official response:

I find this review most concerning and would like to ask the reviewer to state exactly what deductions were made from the deposit if they deemed it to be unfair. Deductions are sometimes made from deposits for various things such as damages to the property, outstanding rent and end of tenancy cleaning. Since April 2007 the Government implemented new legislation which requires landlords to protect all deposits within a government approved scheme, so that the tenants can dispute any deposit deductions with a third party organisation. On some occasions it is the landlord who holds and protects the deposit, this in turn may add to the delay in returning the deposit. Landlords also require confirmation from the tenants that all utility bills are settled and closed before releasing the deposit. The tenants need to get this from the utility supplier, which is also sometimes slow for whatever reason. If there were damage deductions from the deposit, the necessary work will need to be done in order to finalise cost, before releasing the deposit. We would also like to say that our admin fees are amongst the lowest in NW1. Finally I would like to ask the reviewer to write to us stating their grievances so that we can have the opportunity to look into this matter.

From: D Kanbi
Position: Lettings Manager