I have a couple of mid terraced properties placed with this agent on a fully managed basis. The actual process for finding a tenant and having them vetted was first class. The senior letting agent did an excellent job of keeping us informed at every stage. One of the properties was let to a tenant who wanted to move in before we had completely fininished preparing the property. As a consequence they complained that some parts were not as clean as could be expected. The senior letting agent arranged for cleaners to clean out the required area. The problems we have since encountered have been with the backroom property management staff. They have not followed up on defect reports by the tenant. This includes not arranging for heating engineer to attend when the tenant could not get the central heating to work. Two weeks later I visited the property and found the tenant wearing extra clothing including a coat. I rectified the problem myself in less than a minute. The operation and location of the room thermostat had not been explained to the tenant at handover. I have also had issues with the invoicing. Charges against one property have been deducted against another. The latest incident revolves around allowing access to a surveyor. The agent "forgot" to make the arrangement and also lost the contact details for the surveyor so did nothing. So in summary, the letting staff are excellent, but the property management staff are appaling.