We were letting our property with Crofts for a number of years most of which were fine, but when we started experiencing problems with our tenant, mostly late rent, their shortcomings became evident. When the rent started to be delayed there was no support or communication from Crofts, they only chased the rent when we asked (many times). We were told the manager that he had called the tenant only to be told by another staff member this was a lie and there had been no contact. I have now found out that they didn't inspect my property regularly or correctly and the property condition has suffered. Ultimately, they're happy to take the 10% when all is going well, but are absolutely useless at dealing with a difficult situation and actually earning their commission. We changed to another lettings agency and the situation was rectified within two weeks and the irony is the new company charge just 4%. I have also spoken with my tenant for the first time and she expressed similar frustrations. I feel as though I've paid Crofts for 4 years and not been afforded the common courtesy of them calling us back when promised, abysmal customer service.