"I would feel bad if this was our fault but it isn't"
To warn you, this is going to be quite long!!
My flatmate and I moved into a flat managed by Isaac Anthony around October 2009. The woman who showed us around the flat was very nice and helpful but unfortunately once you have signed the lease you receive a very different service.
Our first problems included a broken washing machine which on the inventory was listed as in perfect condition (the handle was missing and the cable had been chewed through by animals) so it was clear no one had had a very good look around. Our balcony was covered in dead plants which were left there from a previous tenant and not moved. The washing machine took around 3 weeks to solve.
The first thing to take note of is that Isaac Anthony will NEVER call or email back, they'll only ever get in contact with you if they want something. On the first week my flatmate decided to take a bath in the main bathroom, the plug got caught and the water would not drain. We called Isaac Anthony who didn't send anyone round for 2 weeks so we were stuck with dirty bath water for 2 weeks which is incredibly disgusting.
These problems were solved eventually but our main problem didn't come until around September 2010. We had been to renew our tenancy and had been advised that our landlord had declared himself bankrupt and that the property had now gone into receivership. We were advised that this was fine and not to worry about it and that basically our money would just get transferred to another company and that we needed to keep paying them as usual. Everything was fine until around November when we started receiving letters from a company called LSL stating that we needed to set up new standing orders to them (we were currently paying Isaac Anthony), we were quite worried about these letters so first of all my flatmate called Isaac Anthony and spoke to an advisor there who advised that he would get in contact with the receivers and see what the letters were about and call us back. We knew better than to believe that we would actually receive a call back by this point so I called the next day and spoke to the same advisor (he told me that he was dealing with it) and that everything would be fine and that he would call us back. We waited another week or 2 and we still hadn't received a call back so my flatmate calls them again because we were getting very worried about the letters at this point. A different advisor at Isaac Anthony tells us to bring in the letters, by this time it's almost Christmas. My flatmate is advised to bring the letters in that Friday but he can't so he comes in on the Saturday instead, the letters are photocopied by someone behind the desk and looked at so we assume that everything is fine and we go home for Christmas.
We get back from Christmas around the first week of January, we haven't received any more letters so we assume everything is fine and that Isaac Anthony have done their job. A week goes by and I receive a frantic answer phone message from my flatmate who has come back from work to find that there is a leaflet sellotaped to the door saying that the locks have been changed and a giving us a number to call. We call the number which then tells us it's out of office hours. We are panicking by this point so we call the Isaac Anthony emergency number - WHICH GOES TO VOICEMAIL! So we are locked out of our flat and luckily we had somewhere to stay but we had no access to our things and had to take the next day off work to try and sort it out.
We spoke to LSL the next morning who advised that they hadn't received any payment from Isaac Anthony and no one had contacted them to tell them that we even lived there. We managed to get new keys and pick them up from Reeds Rains who were our new letting agents and made our way over to the Manchester office. Once we were there we demanded to speak to someone about what had happened and we explained everything. The lady that we spoke to seemed shocked but wasn't apologetic at all. She was the same person who had told us to bring the letters in on the Friday. She phoned LSL and found out that they weren't even our letting agents anymore and advised us that they didn't even know that LSL existed, we told her that we had made numerous phone calls and bought the letters in which were photocopied. She advised that she had never seen any letters and made out that it was our fault for bringing them in on the Saturday instead of the Friday... by this point we were very angry/upset, the letters had been photocopied by someone else behind the desk so someone had seen them and we had mentioned the LSL by name twice over the phone.
Basically the lady that we spoke to was incredibly unapologetic and arrogant. She actually said '