Awful awful awful. Do not use this letting agents. They are incompetent, rude, late for everything, don't make necessary repairs at all never mind in reasonable time, never EVER call back, try to enter the property whilst you are out with no notice and tell lies about things to legitimise their own mistakes.
Do not trust them.
What agent could do to change your mind?
Anything. They had no redeeming features. Not one. They were consistently rude even though all of the problems that arose were through the fault of the agency. I would strongly discourage anyone from using their services in the future.