I would strongly recommend avoiding them, to describe our dealings with them as terrible would be a understatement! We rented a unfurnished flat from them only to find the previous tenants furniture in the flat, this was around 2pm. They diid not send someone around until 10pm to remove everything while we had to wait with a lory full of our own furniture. The flat had only been hoovered, no other cleaning had been done. The bathroom was covered in mould, the rubber seal in the washing machine was covered in mould, the oven had soo much grease literally cooked onto the walls that it took 3 attempts using industrial chemicals to remove most, not all of it, (which we did ourselves as we could not wait for them to act). It took 18 months of chasing them for a copy of our deposit receipt which was only registered with the DPS but no funds actually deposited, (I am still chasing them for a refund even after the landlord agreed to release the funds a week ago!!). It's no wonder the landlord switched agents. The staff are very rude and unapologetic for their mistakes, particularly the 'sales director' who was the only staff member who had not left since we first moved in, and would hide when she saw us walking into the office. I would strongly advise against using this estate agent.
What agent could do to change your mind?
In short, act like a responsible agent and treat their customers with respect. Provide prompt responses to queries and provide all paper work in a timely manner.