I am appalled by the way your company is treating me. I have informed your agent Beth that I have mental health issues - general anxiety disorder and ADHD. I asked her for assistance In managing the letting process as all my family lives abroad and unable to come and help me due to their circumstances. From first go I felt that I was treated by your agency without respect. Beth would not keep the time of appointment, would not inform me of changes of dates or times of viewings, would not explain clearly the whole process and my role in it. She did not return my calls on many occasions when I left the messages for her with Jasmin or other agents. On recent occasion she entered my house in my absence without my permission which caused me a lot of stress. When I asked for advice and help with getting my house ready for the new tenants she bluntly refused to communicate with me and passed me on to Julie, her manager, who took the patronising tone of voice as an intimidating weapon. I constantly feel intimidated and humiliated by the employees of your company. The last straw was the incident with a cleaning service , which Clee promised to arrange for me. I informed Beth a few times that I am struggling to get the house ready on time and again no advice or reassurance was given. On Thursday 5th March three ladies entered my house (Rio, Stephanie and Caroline) they did not show me any ID nor did they give me the name of their company. They walked round my house and told me that they were here to do the estimation only. The inventory was due the next day - Friday 06/03/20. They told me it will take 4hours to clean and will cost me £125. I assumed that agency was to pay for it out of my bond. Then I asked them if they could come on Sunday the day before new tenants moving in and they said they would. They told me that they will come at 11:00 on 08/03/20. On 06/03/20 I was expecting the inventory man to visit and when he did not turn up, I had to call agency again. It turned out that his appointment was rescheduled but no one informed me clearly about this. I don’t always have access to internet and I specifically requested agency to communicate with me via phone calls or in person. (This was ignored on many occasions ) I got my house ready for the cleaners on Sunday 08/03/20 and texted Stephanie on her number at 10:57 informing her that I was expecting them. She did not reply. No one turned up at all. I left three txt messages and made a numerous phone calls . And emailed Clee. When I realised that Stephanie blocked my phone calls I asked my friend G Charles to call her number and he got through immediately. She told him that the agency instructed them not to visit me on Sunday and refuse to provide me their service. She mentioned that there was an issue with the payment but would not give any more details as to what exactly they were told by the agency. That was @ 18:30. The whole day I was trying to get hold of cleaners and was hoping that they will turn up, but discovering that they were told by the agency not to help me was a real shock. Could you please inform me which body you are a member of : The Property Ombudsman or Property Redress Scheme as I am going to lodge a formal complaint about the way I was treated by your company. Kind Regards, Anna Semenenko