These guys have good intentions, but ultimately, are just a bit useless. Despite signing the contract with them, almost every problem you approach them with is apparently not their business, and you personally need to get in touch with someone else.
When you do finally convince them that they need to do something, it could take weeks for them to actually get around to doing it. And then you need to watch out that whoever they've sent round has remembered to lock the place up again after they've left.
I genuinely don't believe that these guys are out to fleece you, but they don't seem to be bothered about making life particularly easy for you, considering you're the customer and all that.