Locks were changed by their contractors who didn't pass on a spare key as a management set. No procedure for them to monitor this so were unaware they didn't have a full set of keys. The staff were incompetent and rude. The only thing they seemed to be good at was avoiding taking responsibility for their failings. I visited their office after calling them resulted in no action. I asked direct questions of Julia which she made out to be rude as she had no answer for her inaction other than say that she'd called the tenant to arrange an inspection. Time was short as I'd arrived from Canada following my mother's death. They even managed to upset the tenant too. I complained about their 'manager' Julia RIley and asked for a meeting with a more senior manager. Finally he responded and was told that I had been rude to Julia and would not grant me a meeting but offered to terminate their agreement with no notice period. I was more than glad to accept termination and put our rental property in the hands of a more competent agent. I would not recommend these to anyone. My brother arranged the rental and picked these as they were the cheapest. It isn't worth it pay a bit more and get a decent agent. We did research on other agents for a separate property and heard so many good reports about Jennings & Barrett we used them instead. We are moving our business to Jennings & Barrett as we have no issues with them at all.