This company is going downhill. Robert and daughter Rebekah Heald just don;t seem to do anything to help their clients except take their management fee every year. Minor jobs are ignored, even important ones e.g. electrical problems which could be very dangerous. The Heald family carry out all building work and the daughter works at the office. Go elsewhere if you want attentive service and for the Agent to return your phone call and do any important and necessary work without having to make numerous telephone calls. there are plenty of Managing Agents out there. I know a block in Surbiton that has just dispensed with their services and we are seriously thinking of doing the same.
What agent could do to change your mind?
Return telephone calls. Carry out work immediately if it is electrical which they do not do. Provide a decent service for their tenants.