Run away from Acorn whilst you can. We had to deal with two major issues which made us realise the lack of professionalism and integrity between these two people in this company. First issue, we were told to pay a professional cleaning fee upfront to the amount of GBP300+ (following when we asked a simple yes /no question to whether the flat will be cleaned before we move in). We disagreed to fact that we did not get to choose our own cleaner and that we had to pay upfront (in fact this cleaning charge was not agreed with us during the offer stage). When we first tried to resolve it over phone we were told by Elanor a flat "NO", that this is their chosen "contractor" and that we HAD TO use this cleaner when we move out 2 years later. She also told us during the discussions that "the flat has already been cleaned" for check in, I suppose in an attempt to intimidate us into thinking that we have to now use the same cleaners when we move out, but upon a bit more questioning she admitted that the cleaners had not been there yet. When phones proved unsuccessful we decided to rely on writing a long letter to discuss options and we had found professional cleaning companies that promise to clean until the landlord is happy for 195. The response from Elanor was surprising. She said she had "explained our situation to their cleaner who was willing to reduce their cleaning charges to 195". It took yet another round of emails until she finally waived the upfront cleaning charge and we were free to choose a cleaner of our choice upon moving out. The second issue was the fact that Elanor issued the contract with two people's name who were supposedly the landlords' names. One of these people requested to be taken off so Elanor complied. We subsequently went into the land registry to check who owns this flat, what we did not know was the difference between freehold and leasehold (we looked in freehold section which did not match the names of the two people Elanor had mentioned). When we questioned who the legal owners are, because we have to sign with all of the legal owner(s), Elanor replied saying that both of the people are legal owners (so she would issue a new contract for the third time). She said that because there are so many flats in this building it complicates land registry, but she had a copy of proof of ownership, that could not be shown as it contains personal info (fair enough). The worst part was probably when she said she had shown the copy of proof of ownership to her manager who said it was "fine". With that we were supposed to take her word for it. Next we figured out the leasehold section who matched the name we had on the contract, so finally the issue was resolved but the main lesson learned here is that the agent did not know the difference between freehold or leasehold themselves, and also there were so many twist of truth and wrong information being passed back and forth. This made us really lose trust and faith in Acorn.