Horrible, slow, unorganised and unprofessional. They have broken many promises.
For instance, I was reassured 3 times, twice face to face and once by email, that my contract would be extended, just to be informed by mail, that I would have to move out 2 moths before the "promised contract extension". When I called them to asked about it (4th time asking about the contract extension), they said they would "look into it" and they never called back. When I wrote a complaint email about this whole situation, then finally, they told me that they could not do anything about the contract, and they would have someone help me look for another accommodation, which of course, did not happen.
Nearing the day that i had to move out, I called to Key Properties asking them about the precise data and time that i had to move out, and was told that they would call back. Of course again, they did not call back, and when I came back to the apartment, all the stuff that I left, had been thrown out, including the accommodation contract. And when I called them and asked told them about their incompetency, instead of apologising, they told me to bring the keys back to their branch, refusing to send anyone to pick them up.
After I moved out, through my own fault, I forgot to cancel the standing order to key properties, and was charged a month worth of rent. I came to the branch and explained the situation, and they told me to send them an email with bank details and they would send me the money back ASAP. The following morning, I sent them an email with bank account, waiting whole day, and called to see the situation, just to be told that they haven\'t checked my email yet, and that the could not send it to me till the next week, because the office was closing. So much for the ASAP part.
Furthermore their promise of 24 hour maintenance helpline that is open"even on Bank Holidays, weekends and any other national holidays, including Christmas! So, you'll never be stranded with no central heating" (quoted from their webiste), is yet another promise that they break on frequent bases. The boiler at the apartment I stayed broke twice in winter. First time was on Saturday, and I called the "24hour maintenance helpline" 5 times in the morning and afternoon with no one picking the call up. Finally got a call at 8 pm, when I was away from apartment, and was told that unless I am not home at that time (not even giving me an hour to get back home), they would not come and fix it till Monday, as their excuse was, if it was a real emergency, i would have been there, ignoring the fact that i was waiting for them the whole day to pick the phone. The second time the boiler broke, I called in the morning at 8 - 9 am, requesting for someone to come in and fix the boiler again. They could not arrange to send anyone till the next day to fix it, as apparently no heating and no hot water in winter is not an emergency situation.
Finally, after I left the property, they sent me an email listing all the broken items in the property without even checking wether it was broken before I moved in. When I confronted them about it, and requested photographic evidence of broken items and pictures of property before I moved it (which even in their report it states that they would provide them), they still, after a week, haven\'t replied to my email yet.
All in all, I would definitively avoid this state agency. I would not wish anyone to experience the frustation I had to go through while dealing with this lot.