Approached Smart Move in Feb 2012 to manage my new build flat. The Manager there claimed he could get £1100 per month and all seemed positive. Its worth mentioning I am not a property mogul. This is my home, which I cant afford to live in. After a wait of a good few weeks the manager claimed the only person available was a single mum on benefits and that he could only get £1000 pcm (which is the Enfield council maximum housing benefit for a 2 bed flat). Reluctantly I had to agree because I was desperate to pay the mortgage. - The agent did not take out any background checks and when I met the prospective tenant in the office for what I thought was a meet and greet it was not made clear that I was actually"vetting the tenant" thus the agent did not have to provide sufficient checks. Turns out the tenant is a foreign national and she quickly moved her husband in, although she signed up as a single mum. A background check would have found this out. - The agent did not explain that the £1000 pcm was not the full amount and deducted 10% + VAT - so £120 per month (or £1200 per year). The agent took this amount over the first 3 consecutive months and not over a monthly period...not explained to me at all. He took £400 a month for the first 3 months which meant I defaulted on my mortgage for each of those months. - The tenant turned out to be a problem tenant and neighbours complaints were made to the agent and not handled. I had to deal with it all myself. The tenant refused to speak to me or open the door and feigned English whenever I called to check on the property or discuses matters (so if they didn't understand English, how could they read the contract which they signed). I asked the agent if he had a translator present for the signing of contracts - no comment. - After 9 months I explained to the tenant that I would not be renewing the contract in 3 months time because I couldn't afford to live somewhere else and had to move back into the property (they were also problem tenants and now I was burned I thought I better move back in and get a lodger). The agent then proceeded to collude with the tenant (as the tenant feigned being able to speak English and would only speak to the Turkish agents) to stay on for as long as possible. - The tenants husband paid cash to the agent every month. At the beginning of the tenancy the agent proclaimed that he didn't know the husband had moved in and didn't feel at all that he should let me know this information. I had to find out through the neighbours. - The tenant did not on any occasion refuse to accept the rental money, thus meaning the tenant was legally allowed to stay in the property and meaning that I was not allowed to proceed with an accelerated possession order to get the tenants out within a couple of weeks. Year 2. As I was not allowed to proceed with an accelerated possession order the contract rolled over to the second year by default, all because the agents informed the tenant they could stay and the tenants refused to move, despite receiving end of tenancy letters. - The agents then took 100% (£1200) of their fee for the second year in the first 2 monthly cash payments - I again defaulted on my mortgage for 2 months - The agents claimed that they only kept taking the cash payments because the tenant and I had come to an arrangement that the agent would keep working for me, as a "gratuity" - which is a bare faced lie. - The agents then claimed that they were within their rights according to the management contract with me that they could keep taking a fee for a minimum of 2 years whilst the tenant was in the property. Convenient. When asked to see a copy of the contract it was not provided, when asked 2 maybe 3 mores times it still was not provided. Only when the Ombudsman was called in did they provide me with a copy, which looks like it has been doctored and fraudulently produced. - The agents refused to answer any complaint letters and were rude and dismissive of my problems and of issues I had with them over the 18 months-2 years I had the displeasure of dealing with them. - During the complaints procedure their letters were abrasive, dismissive and they avoided answering any questions, instead blaming my conduct as a silent landlord on the issues at hand. The letters were also mis-spelled, sloppy and rushed out lacking proper information. If this is how they deal with important letters, imagine how they are handling your paperwork and internal procedure. Year 3. Now, after evicting the tenants legally (and slowly due to the backlog) I have a wonderful tenant in the property and done all the background checks myself etc etc - its not so hard and I have been managing the property on my own with no issues. I have complained to the Ombudsman about the conduct of the Agents, sighting case law in which an Agent has allowed a tenant to stay in the property, working against the wishes of the landlord, and in doing so assumes responsibility for any financial loss. So it is my hope that the Ombudsman gets Smart Move to compensate me for a second years fees, the loss of a stolen fridge, a broken washer dryer and for loss of furniture which was left dumped in communal areas (honestly it happened, I'm not making this up). Who knows if it will bear any compensation, but at least the Ombudsman will have these guys on their radar. So, its safe to say - that if you want a head ache like mine, then go to Smart Move and speak directly to Jessy Lamba....if you want a professional, try a reputable brand. Avoid Avoid Avoid AvoidAvoid Avoid Avoid AvoidAvoid Avoid Avoid AvoidAvoid Avoid Avoid Avoid