Uninterested telephone manner. This place is a 'computer says no' place where you are unlikely to see any common sense being applied. They were very unhelpful when attempting to get a release of deposit and didn't seem to care one jot. They may have been applying the letter of the law, but, strangely, were unable to remember phonecalls and did nothing to help out when the landlord hadn't sent a response (which they apparently had done...the case of the conveniently 'lost' email). Thankfully I am no longer in the area so will never have to deal with them again.