To put it simply - they were managing agents only when it came to taking the fee. From the outset I was not confident with these agents. To make it clear I did not instruct White Estates but ended up dealing with them due to a system called Lonres which all the estate agents use in the area. So..., they found me a tenant, claimed to have referenced the tenant, then went on to sign a shoddy tenancy agreement which they charged a fortune for. So I thought I had a tenant and a managing agency. Long story short, tenants were never referenced, the deposit was eventually paid into a scheme (it took ages and many calls) but then the problems commenced. This agency is not competent at all - just look at their accounts, their shop front, their marketing (I can't find them on Rightmove!!), their website, etc., etc. From Landlord to landlord and to tenants - STAY AWAY!
What agent could do to change your mind?
The agent should have done what they charged for.