Although Y & Y have been better than our previous managing agents (they were really terrible) they still fall short of the mark. In the last five years they have squeezed our situation (and indeed the conditions of our lease) to fit into their way of working rather than managing our flat in a way that is appropriate for our lease. As a result they have invoiced us for amounts we are not due to pay, failed to provide meaningful paperwork, and made many basic errors. We are all charged over £200 per annum for their services, but I have never really required them to do much work. So it doesn\'t sit well when the little work they do is a bit sloppy. Having said that their staff are always polite on the phone and they do seem to recruit intelligent managers who do try to help. The point is they seem to be lacking the tools or flexibility to do the job really well. I also think the work of the accounts department lacks attention to detail. We are tenants, they are probably very different in their dealings with our freeholder, even though it\'s us who pay for their services! However if they are making mistakes then some of the situations that arise will escalate to problems for freeholders. We get the impression they work on the assumption people are too busy to check the detail, so they don\'t provide it.
What agent could do to change your mind?
Been more efficient and taken the time to apply the conditions of our leases, rather than try to make us fit their standard way of working. Also they could supply better documents, they use a standard computer system but use it less efficiently than some other agents.