First class service from the dedicated member of staff over many years, with prompt and considerate responses to all problems. Communicates well with me and the tenant and has experience and understanding to solve issues amicably. A very good first responder when generally the agency is not so excellent.
The agent is generally very good though accounts department is far too brief and minimal at communicating with landlords. The monthly financial statements are not clear or backed up by copies of invoices/receipts, leaving an unclear paper trail from contractor to landlord (we need a clearer explanation for accounts and tax purposes, and to have the confidence that the agent is working efficiently - we pay the agent good money for this help, but instead I have to spend time and therefore money to sort the out the meaning of the statements each month). When complaints have been voiced little is done to improve the service.