Even that our main complain is for the Landlord, which I will do later, we found very poor and low quality service from this agency. They never took any kind of responsiblity about our complaints to fix things at home. This agency is completly sided to the landlord benefit and not looking for the needs of tenants. They charged money to renew contract after a year, what many other agencies simply not do. And they never took any action about our problems at home, they always refused to do anything, except require moeny. This was a very very poor experience for us to rent a house in East London, near Black wall tunnel with this agency.
What agent could do to change your mind?
The agency could have been actively involved in negotiations with landlord in order to get things done. For example, we had the main garage door broken for one year, right since the beginning of the tenancy, even when they had said that the door would be fixed just after the renting started.