i don't know what to say to this lady from the agency any more.. i will copy you the last mails. what we wrote to her and what she answered.
Sorry for the delay. I understand that you consider that the check-out should be on the 9th of August but this is not fair from our point of view. I have the proof that i spoke with your colleague on the 22nd of June; i called your agency at 15.11pm on that afternoon and i spoke with her for 4.21 minutes were i said all the details regarding our check-out on the 20th of July. I have a copy of my calls as a proof and your agency should have recorded the conversation so please feel free to check.
This situation is clearly a misunderstanding and i don't see why we should take the fault for it when we followed all the correct procedures.
We do not agree with the charges mentioned by you in the previous email (carpet cleaning £70
and rent of 20 days £631.20) so please reconsider them.
Legally speaking we did everything correct, we followed the right procedure for check-out. And we have proof of it.
I don't understand how you can charge us that amount of money for this. Also i rented this flat for 6 month and 4 month of it i stayed with no heater in my room as your agency took 4 month to bring a new one (during winter time i couldn't use my room as it was freezing and i already got sick once because of this matter; after that i stopped using my room). I personally find this a lack of professionalism as from the beginning we told the agency that we had no heat in one room and that the carpet is very dirty that we could't even keep it on the floor also the table we asked several times to be changed and no action was taken regarding this matter, just that you send an engineering to fix a broken table that couldn't even be fixed it need it to be replaced(also the engineer said that as well) but after that nothing happened( so we stopped using the table as it was a hazard in our house) and many more other issues. Also many other problems were found in the flat on our moving day such as pee in the toilet that was smelling very bad, the oven hood was all sticky the carpets in the rooms were all full of hair and the rooms dusty. Following that i find this situation to be ridiculous considering all the above. You are trying to charge us for something that should be handled within your agency, something that is not our problem. The carpet, the heather , the table, the chairs should've been in a decent state from the beginning as we did everything right from our part. So from the beginning we had several problems that weren't handled within this 6 months.I would like to mention the fact that this matters were not handled according to the contract. I'm expecting you to appreciate the fact that we were good tenants in spite of all the above and that we left the flat in a better state than it was when we arrived and reconsider your decision.
Also, as you can see, we are still doing our best to please you but actually you should do your best as well to please your customers as well and to try to provide decent service. Once again i find this situation to be unacceptable so please let's try to sort it out in a friendly manner.
Your carpets had been professional cleaned prior to you moving in and were dirty when you moved out and it was your responsibility to organise the cleaning of them and not just the cleaning of the flat. The carpets had not been well looked after and I disagree with your statement in your email.
Unfortunately regardless of your argument regarding the notice period, it is your error on the email and we clearly have proof that you sent it to an incorrect email address and notice was not received and therefore you gave insufficient notice to end the tenancy and you remain liable for the rent payment due thereafter, this is the final decision.
ALL notices have to be in writing and addressed to the correct person, no notice would be accepted verbally under any circumstances and you would have been told this by who ever you spoke to.
I am aware that you had issues with the previous managing agents and you may recall that once we took over the management your storage heater from replaced as soon as we could do the works, from initial call out to order to supply and fitting.
I appreciate that you disagree that you have to pay the apportionment of rent, but the law states that proof of sending an email is not proof of receipt the blame does not lie with John Shepherd Lettings, it is your responsibility as a tenant to ensure your notice has been received.
I will process the deposit release as per my original email.
As you can see she does not accept our one month notice from 22nd of June even if we have proof that we called and they have proof as well because all the calls are recorded. do you think that we can find our justice somehow?