I would advise anyone else looking for management to use anyone in preference to Cousins.
They do the minimum possible. They are happy to let the property deteriorate to such a point that you would home a stray dog there. I'm sure a 12 year old could do a more professional job. Yes, I am deeply dissatisfied with them and will be taking my property to another management agency as soon as I'm back in the country.
What agent could do to change your mind?
Train their staff on how to prioritise, how to deal with problems and communication skills.