Rented a flat via this agency. Getting into the flat / referencing was fine. On move in the place was in pretty poor condition, inch thick dust on the walls and light fittings, dirt in the kitchen, filthy windows etc despite inventory saying professionally cleaned. Raised this and never got another inventory. Cupboards full of broken electronics (on the inventory as working, of course) that they denied were their issue to get rid of. Fine, we sorted it. Skip forward to moving out and they tried to charge us >£220 for cleaning (place was way cleaner than move in with only specks of dirt in their photos claiming it needed cleaned as the place was close to spotless) and for an utterly ludicrous claim that we'd replaced one of their mattresses with an inferior one. Took genuinely 3 days of phone calls and emails for them to understand we had just moved the mattresses around the rooms and this mattress which they were now saying was rubbish, filthy and too thin was actually theirs and was on the inventory. The conversation about this was probably the most maddening thing I've ever experienced. I am still unsure if this was just astonishing incompetence or an attempt to rip us off. I honestly think the former. They eventually relented on any fee saying they were disappointed as they had gone 'above and beyond' during our tenancy. No idea what this means as they did the absolute bare minimum in response to any issues raised during our stay. Obviously someone realised they hadn't a leg to stand on with the deposit scheme. We also left £100s of furniture (with permission) raising the value of the flat, but a bit of good will in response was obviously above these people. Mostly fine during stay except when they tried to get us to pay the difference on a replacement sofa as they had ordered a 2 seater to replace the falling apart 3 seater in our 3 bed flat and claimed this was an adequate replacement. Again this took several emails to explain that actually replacing a 3 seater sofa with the same model but in 2 seater probably isn't replacing like for like. Also continually booked viewings without giving us adequate 24hrs notice and were taken aback at me telling them this wasn't ok as per our contract--unsurprisingly it took ages for them to find new tenants given they couldn't answer any questions on viewings eg what furniture came with it, and even on one occasion not knowing how many bedrooms.