They try to be polite in what they do and make it look like they are trying to help you but all they are doing is mistreating their tenants. They seem to be more concerned about the landlords. That's why most positive comments come from landlords. They need to be more concerned in doing there job truthfully and correctly instead of misleading tenants and talking to them like they are stupid.
When you telephone for the 100th time regarding a simple repair you get the mantra of "We have other properties to maintain". Well if the tenants of other properties are all complaining at once, it doesn't look very good does it!
I have also found some staff members spend a lot of the time assuming tenants are liars or just plain stupid. On one occasion I was told the landlord must know what he is talking about as he owns his own business thus drawing the conclusion that I don't know when my heating is broken.
Plain stupid for an a estate agent to behave in this way and think that they can get away with it.