Luckily for me, they were never rude or arrogant towards me or my housemates, and actually rather friendly. However, their response times (for solving problems) were awful, and as has been the case for most people on this site, they attempted to claim back more money out of our deposit than they were entitled to. We have also found out that they have been fined £10,000 in the previous year by not having a HMO licence for one of their properties, even though with 5 occupants over 3 floors, the law dictated they must have one.
On top of this, the landlord, who we were never permitted to meet, turned out to be none other than the director of Thomas James himself, according to a local news report on the Hungerton street licence problem.
In other words, only deal with this company if you are a) resilient, and willing to put up with multiple issues going unresolved (in our case, for an entire year), and b) have a member of the family who understands property law and can advise you on how to avoid their occasional dishonesty.
Overall, nice people, bad service. Do your research before you sign.