We have had a similar experience. Their staff are often rude and passive-aggressive. They are also completely clueless when it comes to the proper process of putting a tenancy agreement in place. They are prone to making up rules and lying on the phone, and asking that everything be done on the phone and not using written means (such as email) so as to avoid a paper-trail. One particular member of staff claims she has a degree in "Estate-Agency" - this sounds entirely made up - but has no idea as to the rules of contract law. As for maintaining the property, they will send over contractors to evaluate the scale of any repair work, but there is no follow up even though they charged the landlord for work which has not been done. My advice is to avoid them as both a tenant and landlord.