the agents were not able to answer simple questions both times. they should recommend to landlords to refurbish properties before renting. They often show the property to more than one prospective tenant at one time which doesnt allow much chance for the tenant to view.
They have their own inventory clerk who they claim is independant who coincidentally works from the same main office of the parent company thamesview estates.
their basic lease is not fair to the tenant with various dubious clauses requiring the tenant to pay for as much cleaning as the landlord wants.
avoid renting from these people if you can.
What agent could do to change your mind?
be more tenant focused rather than landlord. checks to ensure property is suitable for tenants should be made by the agent also. letting a property for an 18 month lease when it hasnt been refurbished just before the tenant moves in is not going to make a satisfied client.