I used to be a tenant with this letting agency and they are so incompotent that it would be amusing if you did not actually need to be dealing with them. Any basic operation appears to be too much to implement correctly. Cleaning before moving in did not happen. When I gave my termination notice, they actually lost it and had no idea I was moving out - luckily I had kept a signed copy of it. I got my deposit back via the appeal procedure, since the agent simply just failed to reply to emails.