It's difficult to know where to start with this - these people have made our lives miserable over the last 4 years. Initially it was a shock to realise that they thought I was on their payroll, and was responsible for managing their hopeless contractors, but after a while you come to realise they are just lazy and incompetent. Of course, maybe their contractors wouldn't be so hopeless if everything didn't got through their Fixflo system, which seems to be designed to maximise the money they charge landlords whilst minimising the amount they pay contractors. This always worked out well for them, they usually got to charge the landlord twice because the first guy would screw something up. Just for context we had water flooding through our kitchen window in the middle of winter for 8 weeks, and a heating failure mid winter which took 2 weeks to resolve. Fun times. It didn't help that the landlord was also useless, and probably caused them a lot of grief, but when it came to moving out they still conspired with the landlord to refuse to pay my deposit back on the basis of the damage caused by the flooding, damage they didn't fix after an attempted break in, replacement of 20 year old carpet (wtf?) and the fact they want me to move some furniture which was there when we moved in. Now that they've reported this damage to the landlord in such a way that it hides their own incompetence they've told me none of this is their responsibility and I have to go through arbitration (incidentally they repeatedly misrepresent our responses to the landlord in order to make it look like we're the problem). Better yet the phone number of the person who is supposedly dealing with this is dead, so it's obviously standard practice to default to stealing the deposit. Landlords - they'll maximise what they charge to you, minimise what they pay contractors and they'll lie to you about tenants responses. Tenants - run away, this company is a wretched hive of scum and villainy. Now I've got to spend more time and money on legals to get my deposit back, which is representative of every contact I've had with them, everything I've ever asked them for should have been a simple phone call or web form and a call back to confirm, but it always results in a frustrating chase after someone who can't be bothered to do any work and doesn't think the law applies to them.