When viewing the property I am currently letting the agent had misinformed me about the conditions of the contract which was then reinforced by colleagues when following up. All except in writing. The process to let a property is standard across all branches which is very thorough however it was dealt with incredibly slowly and contradicted what I was told. The staff were incredibly difficult to get a hold of, being "fobbed off" frequently. One time I was rudely interrupted and made to feel like an inconvenience being told that I "had called 8 times in the passed 2 days and left 2 voicemails" after being ignored on email and phone for weeks. After signing a contract, they informed me to pay rent and deposit to them, so I did. For them to further throw additional contracts to sign (3 copies of the same already-signed contract with 6 confirmation emails) and then inform me that I have not paid my rent or deposit as it needed to be paid directly to the landlord (against what they had informed me on email and phone call). Collecting keys was a disaster also. I called 5 working days in advance, 3 times without success so left a voicemail informing of my arrival to collect keys. Upon arrival they were like headless chickens unaware of my coming and even heard them contemplate whether I had signed documents, and paid etc. They did not have a main door key and were unprepared despite advanced warning. Their approach was to let me into the house and collect room key so I could unpack but could not leave the house unlocked until they had got the key from the landlord. It was thoroughly disappointing to have paid a hefty agency fee to be consistently ignored for 2 months (not once did I ever get a response to my emails), misinformed and mishandled. I am giving a 2 star only because a couple members of staff had treated me with respect and the standardised procedure was very good (albeit sending the same documents multiple times e.g. my guarantor had to send the same form off twice and I had to sign forms multiple times despite being the same ones). I would also like to note that the misinformation given was followed up on and some parts of the contract were altered as such (I truly believe that they believed what they were saying to me and didn't intentionally misinform me, however their carelessness in checking contracts was atrocious..they just sent me a template contract..so I don't think they properly check or even know the contracts they handle.)