I've been renting in London for around 12 years and I've never encountered any agents/landlords as appallingly unprofessional as these. You'd think that there would be laws in place to regulate this kind of behaviour. The main character, Vas, is extraordinarily hard to deal with, like dealing with a petulant child. Don't expect any repairs to be done without a mammoth battle, and when they're finally done it'll be a cheap bodge job. Don't expect reason, politeness or anything approaching professionalism. Avoid like the plague.