Fresh Estate & Letting Agents

I am a parent and guarantor to a lease. My daughter has unfortunately rented via Fresh for two years. Last year was tricky and they were unhelpful once they had the money and contract, but issues were minor. Her second letting resulted from circumstances beyond her control. The standard contract is almost 99% what the student is responsible for and barely mentions tenants rights. That in itself should serve as a warning. FACT. There are hundreds of reviews from students on-line and all tell the same story, including the with holding of deposits because the staff have been angered by frustrated students. FACT. But the conversation I have just had with Alun leaves me almost speechless. This man is a past master at obfuscation, contradiction and aggressively trying to put you on the back foot. Well done, Alun great customer service there!! NOT. The situation I was discussing related to a police matter, student safety and the threat of sexual assault by a stalker at the property. Fresh are refusing to ask the Landlord to change the locks, despite the prowler having gained access to a locked house. Something they chose not to believe because they've not heard it from the police. They wrap this up in blaming the students, accusing them of lying, or blaming the police for not contacting them/acting. He even tried to blame me for not being a responsible parent and changing the locks myself! Something we are not allowed to do by the terms of lease, and which removes the issue/cost from his and his landlords 'in-box' of course. There is a crime reference number and the police are taking the situation seriously, Fresh are not. They manage property by chucking blame at everyone but themselves and refusing to act to protect tenants. This is our experience, we asked for help, have been denied it and aggressively at that. One felt that whatever hoops you jumped through to satisfy them would then be met by further excuses not to act. Once they have your money, thats it really. They say they are Swanseas premier student agency but I do not recommend them and feel that their methods are shocking and take advantage of vulnerable young adults stepping out in life for the first time. Further action is pending. Tenants and guarantors beware!!!!!