they have several layers of hierarchy between the tenant and themselves who are equally incompetent so in the end you will give up and pay whatever they charge. it's a good strategy, everyone profits except the tenant. e.g. they have an external accounting firm, external this and that, so when you are faced with a charge they didnt tell you you had to pay, noone knows anything but if you dont pay you are charged more and more, and in the end are scared to go to court with three separate firms. in the meantime these 3 firms all profit from you by adding up 250 pounds of admin charges for contract renewals etc. yes that's right, 250 pounds. even if the only thing they did was to reprint the old contract with today's date.