We fully echo the other 1 star reviews that appear on this site. As long term renters, these are by far the worst letting agents we have ever had the displeasure of dealing with. We were initially told the property we were interested in was a secure long term let, yet less than a year later the landlord requested it back to move in themselves. In the short amount of time we rented through them we discovered how petty they are and how every action they take requires the tenant to pay a fee. A £50 charge for a call out that results in no action being required, so when the shower isn\'t producing hot water and the plumber merely fudges a repair as opposed to ordering a new part, you get to pay £50. (And then it breaks down three more times!) A £25 charge if you accidentally overpay them, so basically you have to pay them more money to return money that isn\'t theirs in the first place. A £25 charge to ask for permission to put up a satellite dish or any other small request you may have. Their online system, which they seem obstinately proud of, is also completely inflexible. Our check out descended into a farce when the third party inventory clerk used only a written inventory list, rather than photos as well and noted down £300 worth of issues on top of the check out fee of £140. Only £25 of that was accurate. They attempted to charge us £275 for the removal of items that were in the property when we checked in and which were shown in photos they provided us with. When we queried the inaccuracies, the response was that we had to provide written and photographic evidence or the charges would apply. They had all the information but were completely unwilling to admit their errors and in any way actively try resolve the situation. There was no apology at all from any of the staff we dealt with including the Property Care Team Director when the list was finally reduced to it\'s correct amount. They employ double standards requiring very high levels of cleanliness when leaving a property (fair enough) but we moved into a house with a broken shower, food on the kitchen floor and numerous (read ten) dead mice scattered around the paved garden. We could go on but basically do yourself a favour and avoid this mercenary company at all costs. It is not worth the money nor the stress to deal with them.
What agent could do to change your mind?
For the agents to recognise when they have failed to deliver a good service, to actively try assist their customers and to apologise if the situation warrants it.
I fear however these agents exist purely to make as much money as possible.