Overall experience good as we got the property withing the desired timescale. However, the process was made necessarily time-consuming and stressful through a lack of flexibility to deviate from set processes.
Ash Khela was very good and went out of his way to help us and push the contact through in a challenging timeframe. He was very professional and personable throughout and always got back to us at the earliest opportunity.
The online systems are not user friendly and also do not function fully in Mozilla Firefox nor Safari. No one advised that problems would be experienced unless using Internet Explorer. While I fully understand the need for a rigorous and thorough approach to vetting tenets, there was a lack of flexibility and common sense at time. Checks etc are there for a reason but at times common sense must prevail over process - at times exceptions are necessary. This proved frustrating at times and while the central admin team were well-mannered I felt they lacked either the experience or authority to deal with some situations.