By far the worst experience I\'ve ever had in terms of customer service. They allowed my flat to become damaged by mould despite repeated requests by myself and the tenant to investigate the cause. They couldn\'t find the source of the problem and blamed the tenant\'s living habits. Luckily, the tenant still had the same landline number in the flat and I called him and asked him to look under the sink, where he found a leak!! They failed to inform the utilities of the changes of tenancy despite having a \'utilities department\' which resulted in a year\'s worth of serious harassment by debt collection agencies. I had other complaints, they were numerous but they were never dealt with. I asked for their official complaints procedure - twice - and was given an email address. I am still waiting for a response 4 months later. It would have been much less stressful to manage my flat myself. As someone else said, this is why estate agents have a bad name.