My worst experience as a tenant. Incompetent and untrustworthy. For months we had a boiler that broke down several times a week, including over Xmas. We could only contact them via Twitter on Xmas and Boxing day, for which my wife received a very snarky phonecall about how it looked to have that on social media (none of the emergency numbers we had been given worked). The boiler was never replaced during our tenancey. They even tried to charge an exit fee when we moved, despite it not being in my contract. Apparently the exi fee was noted in the contracts of newer tenants and we were supposed to just accept this. Of course we didn't, despite us having to provide them a copy of our contract because apparently they couldn't find ours (!). It resulted in me contacting the very head of the company and threatening to contact the ombudsman before they accepted what was in the contract they had provided us. When that failed they instead withheld some of my deposit despite us leaving the house spotless. They also tried to argue we were responsible for removing items left behind, despite them telling us they belonged to the landlord (the items were there when we moved in) whilst quoting an inventory that never took place. We left the home due to the landlord's bankruptcy - for months our rent had not been going towards paying the mortgage (which it turns out wasn't a buy-to-let mortgage. He shouldn't have been renting). So we asked if we could transfer our tenancy to another property. We could, but only after paying £115 for both my wife and I to undergo a credit check (even though only my name was on the rent, and even though we'd paid the rent in full for the three or more years we'd been at the property), and paying another deposit and all the admin fees on top - 'due diligence', apparently, which would have cost us hundreds and hundreds of pounds altogether. Shame they don't apply that diligence to landlords. Oh, and we were also told we had a rolling 6-month contract when in fact it was an initial 6 month contract with no guarantees after that initial period other than a month's notice to be evicted.