Our flat was infested by mice. We needed to move out because no intervention was made by the landlord and she presented herself as the manager of Dexters (actually, she's just the assistant) and negotiator. Of course we are as customers as the landlord, but she didn't help and totally covered him up.
She gave us misleading information, such as the landlord was not meant to call pest control and probably had bad habits of letting rubbish around the place. Unfortunately for her Environmental Health didn't agree. She also told us we need to pay some unfair terms in the contract despite the fact they could be replaced, again giving false information.
Either she is very ignorant, and as such she should not be involved in some delicate matters, or she did it on purpose, and we believe this is against the law.
Whatever the truth, she helped creating a big mess. Please remove her now.
Comment on agent fees
Fees are often unfair. Don't buy the lie that a landlord can require you to pay letting fees in advance for the rest of the duration of the contract if you break it.