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Well done. It goes some way towards making things right.

What Kathryn said... don't back down if they try to weasel out of it. It may cost you $50 or so to book a tribunal hearing if they refuse, but I would spend it even if you get nothing, just to make them attend and I reckon you would win. They clearly are just hopeless. And no apology...

I've emailed the poster asking for an update when they can do so. Hopefully we can have an update at some stage.

Who is "they" who couldn't find the spare keys? If the agency is closed, I'm wondering who looked for the spare keys. Can you go to the council, explain your situation and get the owner's contact details? Not sure if that can be done, but worth a try. Do you have a copy of the contract. If you...