We had no problem dealing with the sales team, who proved to be helpful, efficient and relaxed.
However, later on we had some issues with the property (radiator, boiler, other normal maintenance issues). We then had to deal with the management team. The woman responsible for our file is technically competent, but has no interpersonal skills whatsoever. She is incapable of dealing with people opposing her. As soon as this happens -as is expected in a normal tenant to agent relationship- she gets terribly angry, adopts the attitude of a school yard bully, and quite frankly behaves in a completely unprofessional manner.
When came the moment to leave the property our problems with her became worse. We were in the process of buying a house. We needed a bit of flexibility with the leaving date (3 weeks is what we were asking for). But though she had initially promised to give us this flexibility, she did not keep true to her word. Instead she kicked us out 10 days short of our new moving date, forcing us to find contingency plans for our pets, our furniture and ourselves. This did cost us money and stress.
Finally, when came the moment to claim our deposit back, and in spite of being no dispute on the amount between the landlord and us, the same person created more difficulties by refusing to hand it over to us unless we showed her written evidence that we had paid the utility bills. We have always been good payers. We have a very comfortable income. All our bills were paid. But our company -like most companies now- only provides online bills. This, decided that woman at Robert Standford, was not sufficient. She blocked the payment for an extra 3 weeks, until our provider accepted, as an exception, to send us a hard copy by normal post.
After checking the law, Robert Stanford claim for a printed bill proves illegal. But the real issue is the way that woman started behaving with us. At one point, as I was calling from my workplace, she was screaming so loudly and relentlessly that I had to put the phone down on my desk, waiting for her screams to recede. It took her almost a minute before feeling satisfied that she had bullied me enough, after which she simply hung up. This attitude in defending an illegal position I find unacceptable, unprofessional, and really childish. If that woman has personality issues, she should not be dealing with customers : she seems unfit for such a role and should be either sacked or given a non-client facing position.