We paid for a Full Management service from Taylors as we were travelling overseas. We were concerned about checks and visits on the property whilst we were away as we were letting fully furnished. We were ensured that it would all be taken care of and didn't need to worry so we assumed that where it says in brackets (at your request) under their Full Management terms that that is what we were doing in advance. Everything went fine initially. A mid term check was made and all was well. We still assumed all was well after a tenancy changeover. It was not until our second tenant left (because of Taylors) that we discovered the extent to what we would consider as being negligent. There had been no mid term check, the tenant had had heating issues and Taylors had left him for months before we even got to know about it. Not one member of staff made an effort to visit the tenant or check the property which we were later informed by Taylors that we have to instruct them to do. I would have expected having paid for Full Management and going off the initial consultation we had with them that Taylors would look after our property and inform us or suggest to us that extra visits were necessary and would email us at various time points within a tenancy to inform us a check had been done or did we want one. No....the onus is apparently down to you having to request them to do everything....hmmmn I thought we'd done this….we're paying them to manage the property aren't we...… We lost the tenant because of their poor service. They have ignored emails, failed to manage the property, not been present at the property even when they were asked to confirm that they would be, lost a set of house keys, left their marketing board up for almost 18 months saying 'let by' even when it was being re-marketed putting any prospective tenants, off and basically using our garden as a free advertising plot, failed to provide requested information, failed to collect post on a regular basis, failed to help the tenant causing him to leave, removed key pictures from our online advert without informing us and then consistently tried to sell us a 'premium marketing package'. Lost information supposed to be held on file, allowed a full Sky installation without consulting or informing us, terrible inventories (the ones that did happen) after we had provided them a master copy with over 1000 photographs and a detailed written excel sheet......need I go on??? We are disgusted at their total lack of professionalism and respect for another person's property and have placed a formal complaint. Their initial response is to inform us that they are not responsible for anything that has gone wrong. The complaint has been escalated but it's jumping through the hoops of their own internal complaints system at present, so we all know how that'll turn out. The Property Ombudsman that is their 'external' re-dress complaints company has bad reviews and is apparently slanted to the agents side. The probable only answer is court. Thanks a bunch Taylor's.....way to go.....