If you are a landlord - use another agency!!! We let our flat out through Premier Lets for a couple of years. When we let we were told by Jenny that the tenants had a guarantor and therefore there would never be a problem getting the rent. For all of the tenants' time in the flat they never paid without me having to call him every month and insist that he did. The guarantor was never chased and when we suggested that they did chase them we were simply told that they did not have any money! I had to phone Premier Lets every month and speak to Trisha concerning the rent owed and she told me ‘you are lucky to be getting any rent - some of our landlords are owed thousands' hardly inspiring confidence. She also said that she had to consider the tenants financial position - even though it is the landlords who pay the commission. This was the tenants' financial position that they had supposedly assessed prior to letting!!! We insisted that the tenant pay by standing order, however within a couple of months of them moving in the standing order was cancelled, thereby breaching the lease - Premier Lets never chased this up despite regular requests and no standing order was ever set up We made an official complaint to Sue Slade - the owner - this woman was very inept and refused to assist in any way, the company's complaint policy is that if you want to complain to the owner - who then fobs you off and refuses to help. After a particularly miserable time with Premier Lets we decided to end the tenancy and move to another agent. The new agent told us that landlords were leaving Premier Lets in droves due to the poor service they were receiving - if only we'd known sooner! As for Kim at Premier Lets, I would entirely agree with the other negative comments about her. Plus, she told us that she had been to the flat within the last 12 months and there were no concerns… then we went for the ‘check out' procedure!!! On going to our flat we found that the tenant had breached the lease in a number of ways: Smoking Damage to doors They had repainted and filled damage to the walls They had left the kitchen and bathroom in a filthy unclean condition. They had never used the shower curtain - the carpet had rotted through from water damage and the ceiling was full of mildew and mould The toilet looked like it had not been cleaned in a couple of years - and was broken. The Venetian blinds had broken slats and were impregnated with smoke grease and dirt. We informed the check out woman, Jacqui, how disappointed we were and she was of the opinion that the tenant would have to pay for the damage and repair and she would get things sorted. We decided to complain (again) to Sue and eventually we managed to get a phone call from her - seems she spends most days at home. Sue was again very unhelpful and basically refused to help with any contractors or quotes as we were ‘moving to another letting agency' - when it was pointed out that this was not relevant she said that she could not guarantee that we would pay for the work - how insulting - when we offered to pay up front, which she was not expecting, she was forced to say that as MD she was refusing to help and that Jacqui had been in the wrong to offer to obtain quotes, the next excuse was that we were ‘rent only' and not ‘fully managed' (which is not relevant in a check out situation) - basically she tried every trick she knew not to help. On contacting Jacqui again in relation to going to dispute with the tenant over they amount of his deposit that should be retained we were told that Sue had now taken over the case…. Jacqui then managed to ‘lose' a lot of the photos that she took, and when we pressed the matter it was apparent that the photos had been deleted and others had been renamed (we checked the timestamps on the photos) which was denied. She also told the tenants that in her opinion damage to the floor was from a stone under the laminate. Not only was this untrue, it was also not her place to ‘coach' the tenants who then used this with the DPS Luckily we took our own photos and finally we contacted the Dispute Resolution Service ourselves, we filled in all the forms ourselves rather than letting Premier Lets to do them and although they had to be submitted through the agents we checked up constantly with the DPS and Sue Slade and finally the case was found mainly in our favour. Due to the strange way that Premier Lets take deposits – half per person if they are a couple, Sue phoned and said that we had been awarded £130 odd – when I queried this as there were two deposits submitted she said that she did not mention the second as it was the same amount!!! So they actually owed us £260, lucky I asked or I doubt they would have remembered it. Eventually it was paid into our account and finally we were rid of them – woohoo! All in all Premier Lets are a nightmare – avoid them, there are others in the town who are great!!!