They had a landlord managing the property from ALGERIA!!! We had a roaming UK mobile number to call (costing us a bundle!!!). Of course, the heating stopped working so they got in two handymen - neither of which was Gas Safe registered - who started pulling up the floor boards. They put the heaters back in such a poor state, they started to flood the flat. I was 38 weeks pregnant at the time. We jumped up and down and, to their credit, Hawes & Co used their contractor and took over management of the flat, but how could they accept a landlord who doesn\'t even live in the country and is managing the premises? Every other estate agent I have used have expressed horror at this. At the very least, they should have advised us from the outset.