This company needs to improve by making sure that staff follow client instructions fully; only engaging staff that are truthful; and by taking responsibility for staff failures. CLACTON LETTINGS WARNING: LANDLORDS: DO NOT USE W. H. BROWN My tenant is now £4,100.00 IN ARREARS with the rent (several months), on a W.H. BROWN RENT COLLECTION CONTRACT. Many of the people at this branch are very pleasant - and that includes O. H., who has helped me to the best of his ability and remit. However, other staff members have lied or failed to act upon instructions - to disastrous effect. I was misled by K.L. (who has left the office) and associate. I told them repeatedly - in writing as well as in conversation - that I would only accept direct payment by Tendring District Council or the DWP, in the case of benefits tenants. Under no circumstances would I accept a benefits tenant who wanted to pay me themselves. K.L. told me that s/he had found a direct-payment tenant for me, but that the guarantor would only cover 50% of the rent, in a default. I accepted this arrangement, because staff had told me that I would be paid directly by the Council - a de facto guarantor of the rent. I have never previously had any rental arrears, when paid directly by TDC. However, at no point have I received a single direct payment from the Council. My tenant paid the deposit and first month's rent herself, and then fell into permanent arrears from the second month onwards. Until last August, Sequence (part of the Rent Collection team) did not send out any arrears letters to the Guarantor, as it was supposed to do. I was told that by someone in their office! In fact, most of the chasing last summer was done by me, using the threat of eviction and county court judgments. I know that staff from W. H. Brown had tried to establish direct payment, because when I contacted the DWP in September 2021, to see whether my tenant had made the new claim she promised me she had, the DWP wrote back to me as though I were J.G., who works in the Clacton lettings office. "Dear J.G, etc., etc." That meant that he had previously been in touch with them - but nobody had told me that DWP was not going to pay the rent directly to me. Sequence said that there was only so much they could do to get the rent in. So be warned, landlords. HOW THINGS STAND NOW - AND WHY ALL LANDLORDS NEED TO AVOID W.H. BROWN. I am in discussion with the manager, T. R. I wrote to him at length about the situation, and we spoke briefly on Friday 11th March 2022. So far, he has refused to accept any liability. My case will hold up in a court of law - because I can prove it by email - but he, so far, refuses to accept any financial liability for his staff's actions, or to give me any material help in removing the tenant - which I regard him as honour-bound to do, in the circumstances. Normally evictions are paid for only under a full management contract. However, my position is that his company should pay for and carry out the eviction - seeing as it put this woman into my house by deception. So far, it refuses to do so. I am not a rich person. I have been self-employed my entire career. I have saved hard and bought this small house, for financial independence in retirement. My husband and I spent £17,000.00 putting it to rights. We have tried to be the best landlords we can. I told W.H. Brown staff that after all of this expense, it was essential that I did not end up with the wrong tenant. But I have! The bloom has been taken off a freshly-renovated house by a tenant who has a television in every room (4 + a computer) - but refuses to sell them to pay me - and who would never have got through the front door, if K. L. and colleague had told me the truth, instead of telling me that TDC would pay me directly, when nothing had been arranged. I ADVISE ALL LANDLORDS TO GO ELSEWHERE. Do NOT do business with a company where the MANAGEMENT REFUSES TO TAKE RESPONSIBILITY FOR ITS STAFF'S FAILURES AND UNTRUTHS. For me to change this review, W.H.B. must take responsibility for what has happened