Deposit dispute.

Tenancy Deposits

Any help or advice appreciated. We have had a tenant since 2014, she is a hoarder and has mental health issues under care of crisis team. Her Mother died 5/21021, so she decided to move into her mothers flat. She gave us notice to leave property on 21/11/21. As she couldn't clear the property of her belonging she kept extending leaving date. We didn't mind and tried to accommodate her. Finally got keys back yesterday. We are devastated at the state of the property. Kitchen and bathroom will both require new ceilings where a leak in the flat roof has caused major damage. Light fittings hanging out of ceiling on wire.

I messaged her today to say I was shocked and stunned at the damage and don't understand why she didn't advise us so we could stop it getting this bad, and think it fair that we keep her bond £300 to go a small way to repair the extensive damage.

I have received 2 massive text from her disputing its her fault. She said she has sent me loads of text/photos of damage. She most definitely has not, only messages I have from her since May 2021 stating how she loves property, doesn't want to leave, wishes she could stay, offering to buy property etc. Etc.

I haven't replied to her yet. I believe we will have to unprotect her deposit with My Deposits ( we hold deposit) stating I am not returning any of it. Is it then down to her raise a dispute when MyDeposits writes to her?

Sorry its so long, I've actually cut it short!

Anyone else had a situation like this? Am I taking the correct steps? I've taken a video of damage.

Thanks for any advice.