I would recommend that NO ONE use T&W for lettings.
They promise the earth ''Oh yes, we'll get that fixed, this replaced, and that will be done before you move in''
You sign on the dotted line, and hey presto, all the promises and obligations vanish.
It's a case of tough, get on with it. Their check in process is amatuer, and designed to cause dispute on your departure, making claim against your deposit.
my family lived with a damp house and defective windows for a year.
we are now fighting to get the deposit back, and are in the process of taking them to the small claims court for misrepresentation, and breach of promise/contract.
Don't touch them with a barge pole.
What agent could do to change your mind?
They could have been honest and fair.
They continued to harass, and had to be warned off.
They must represent the tenents interests as well as those of the landlord.
They should remember that they represent estate agents everywhere, their reputation is the industries reputation.