This agency were extremely poor in responding to issues, with a minimum response timed at a week, and simple issues raised months ago are still not addressed-they just ignore tenants hoping they'll stop ringing.
Whenever we have rung the agency they were not understanding, made us feel like a burden and stated their only duty was to make sure we had hot water and heating..even when we're renting a furnished house which was not even cleaned before we moved in.
The freezer was blocked and the cooker plus rest of house was filthy. We had to clean at our own expense.
We now feel unable to complain about anything as they agency do not return calls and rarely respond to emails.
We reported mice infestation in the property four months ago and after several emails and calls, they still have not addressed the issue. They denied we had mice until we actually saw one late at night (fresh dropping in kitchen cupboards and clothes drawers are supposedly not 'definitely' mice).
I would never use this agency again.