There is no word to express how awful this agency is. In three years I have been living in the property there was not a single episode they did something right. But their worst behaviour was when we gave notice (as per contract two months before). They charged us £220 from the deposit to clean our flat, trying to charge us silly silly things (like removal of 1 hair from wardrobe, a single one I swear, £5). Most importantly, they never let us have an inventory, nor photos of the property as we found it in the first place but when it came to deduct things from the deposit, they charged us for things that were already in the flat (stains, mould etc). What makes me angry however is their tone on emails and telephone calls. They do not seem to be running a professional business, they talked to you as somebody they just met on the street, in a broken English (they are native) and without any form of courtesy.
What agent could do to change your mind?
She is no professional. Reads email one week later, replies twice to the same email because she forgets she has already replied. Very rude over the phone/email and in person.