I very rarely complain however I feel it is important for current and future customers to understand that Haart do not communicate, their rent and legal protection is not being paid out and finally that they promise but do not deliver. I have been using Haart in Harborne since 2015 and until 2020 the staff and Branch Manager had been very good. The previous staff led by Inderpaul Channa (previous manager) were exceptional and any issues were always quickly resolved. I was always happy with the service. It is only when Covid started in 2020 that they went drastically downhill. From my understanding rather than furlough staff and so that they could increase their profits they instead made majority of their staff redundant. You have to bear in mind that they will still be making the same money from lettings and sales but with reduced staffing costs. It was during this period that Dev (Davand Chauhan) took over as the Branch Manager. This is where it all went really downhill as they had reduced their staffing to skeleton numbers and phone calls and emails were left unanswered. It was truly shocking and I believe that Davand Chauhan as the Branch Manager was out of his depth. As a landlord the lettings agent should be in constant communication to resolve issues and queries. Unanswered emails became a recurring theme with Haart since Covid and has still not been resolved. For one of my properties I had rent and legal protection with Haart and there were a number of void periods in 2021 until the tenant eventually left. These rent arrears are several thousand pounds and even though I have been chasing with phone calls and emails consistently since with Rachel Morton (Property Management Manager) I have had not any progress. This is nearly 2 years that they have been holding my money. Do to the poor communication with Haart I decided to start removing my portfolio of properties in 2021 from them to another local agent once tenants left. I do not know if this is related but the service started to deteriorate even further. A recent example is when my most recent property was being vacated I needed a check out report completed so that any deductions from the tenants deposit could be done. I was told it would take a week or two for this to be completed. This simple was not good enough as I had a new tenant moving in. When I spoke to Rachel Morton in middle of Dec 2022 about the deductions from the deposit, for example the washing machine was missing she said she would come back to me. She has still not come back to my phone calls or emails with regards to this. When I last spoke to Rachel Morton in the middle of Dec 2022 she said that she would chase the rent and legal protection repayment, the deposit deduction and removing my final property from their management. I have rang and emailed her consistently since again to no avail. I have walked into their office to speak to Davand Chauhan on two occasions since and the first occasion he said that he would talk to Rachel Morton so that she could resolve the issues I had with her and that he understood that this was unacceptable. The second time he was not in the office but I left a message with a colleague. I have rang the office again this morning and asked to speak to Davand Chauhan who said that he was aware that I left him a message last week. He explained that he had sent numerous messages and spoken to Rachel Morton but that he was helpless as it was all under her control. As the Branch Manager he should have more control of situations like this in my opinion. I used the formal complaint procedure route and got a reply from Andrew Townsend (Area Director) in March 2022 which was unsatisfactory and did not resolve any of my complaints. He stated in his email that "I am pleased to confirm that our communication levels are back to the high standard that we pride ourselves on and I am confident that you will receive a much improved service moving forward". Their communication is as bad as ever. I am a busy person I have better things to do with my time than write reviews.