Terrible customer service provided to us as tenants from start to finish, despite the extortionate fees they charge tenants - Firstly, they made several mistakes in our original contract (including quoting the incorrect rental cost at a few hundred less than they we had agreed to). They also failed to inform us before we signed the contract that we would have to pay an annual fee of £24 for them to hold our deposit in the TDS, which does say on the website should not be chargeable to tenants. During our 4.5 years as tenants with them, they were generally slow at responding to fix any issues we had. Our main complaints relate to the checking out process - it took them 7 weeks to return our deposit after we moved out. They only sent on the fees they were proposing to deduct from our deposit 3.5 weeks after we moved out, and then were very slow to respond to any emails disputing the charges (and also not returning my phonecalls). The main annoyance to us was their flat out refusal to let us use the professional cleaning company we had hired to finish off the odd dusting areas the check-out clerk had identified (the cleaning service we used offered a free re-clean if after a tenancy check-out any issues were identified). as such they said that we had to pay an additional £84 for some dusting and could not be bothered to ask the landlord if we could use the free cleaning service we were due. After they finally paid us our deposit, they then tried to forward on the invoice from the local London borough for the council tax that had not been paid from the date after we moved out! They have now admitted that that was a mistake and not our bill to pay (no apology mind you), but this is obviously something they should be checking before sending bills onto tenants who have moved out! Knight Frank do not treat tenants with any respect and seem to completely miss the point that the tenants are also their clients - not just the landlord!