Absolutely shocking! But let's start with a positive I did managed to encounter one lovely member of staff who completed the mid tenancy check unfortunately that is it for the positives! We viewed a property and thought it was pretty perfect, we asked outright about fees and decided to go ahead, the process from us paying for the checks to us getting a move in date dragged and dragged, it was over two weeks which in my experience is a stupidly long amount of time! When we finally receive our contract and read through it it highlighted that there was fees to resign again when the term was up, despite us asking outright about this and bring told after all the initial fees that was all for as long as we stayed in the property, emails to 'Eden Dugan' got nowhere as she was very disinterested and dismissive, calling the branch was equally as unhelpful, we were told in no uncertain terms that we had paid our fees for the checks accept the contact or lose your money. So we moved in under the hope the landlord would be happy for us not to resign in 6 months time. We were handed an inventory on moving in but found it to have missed a lot of damage/problems off, we refused to sign it and handed them a sheet if amended points. During our tenancy thankfully we didn't have to deal with them too much, once we called as the landlords property (plant pots/pop up greenhouse) in the garden had been broken during the storms, we called to ask if we could throw it away or if he wished to come view the damage first, they said they would call him and get back to us the next day, a week late and no call so we called them again to be told they had forgot to call us back and the landlord was happy for us to dispose of it (to our expense). Moving out was when we encountered the most problems, viewing were booked and then cancelled at the last minute, we would receive emails saying they were no longer taking place then a knock at the door saying someone was coming, then another knock 10 mins later saying they had cancelled it again, very disruptive when your trying to move with two very young children! After we had moved out and handed in our keys, we waiting on news of our deposit, We began dealing with a young lad called Simon, he was very difficult to communicate with, and is in serious need of retraining, he struggled to compose a legible email (the offices preferred method of communication seemingly) Simon was very rude in the way he wrote and hard work to correspond with. The agency had preformed a checkout, and pulled up a lot of the points we had highlighted to them when we moved it (some of which we had improved upon) their main points were related to cleaning, we had spent a lot of time scrubbing and cleaning the property to a high standard including cleaning all the carpets although they weren't dirty just to freshen the place up! I was very offended by the accusation we had not cleaned the property to a good standard, there was a considerable amount of lime-scale around the bathroom tap and shower head (which we changed on moving in and never used due to its condition!) we had told them upon moving in on our original notes and it was obvious this had not just occurred in the last 6 months! Other point they raised that we had already informed them about was wax stains on a wall (in what they knew we were using as a toddler playroom, and so no candles had been burnt in that room, or the house at all for that matter!) also the cleanest of the oven which was filthy when we moved in! Paint touch ups on the wall from moving furniture in, we maybe had one or two but there was considerably more then that made by the previous occupants! Alarm battery needed replacing (working when we left) at a cost of £20 for one battery! I could go on and on, I sent a lengthy email to Simon regarding these points...the email was ignored completely, only when questioned about the email did he respond, again very rude and short, saying well the landlord isn't charging you for most of this (funny that as it was damage that was there when we moved in!) he offered no apology just saying he had looked at the paper from when we moved in...too little too late! We are currently in dispute with the agency over our deposit, they are attempting to charge us for the oven, some paint and these very expensive battery's they claim to need. Simon had previously promised me copy's of receipts and proof that the work needed to be done and damage was caused during our tenancy...unsurprisingly I haven't received these emails! In conclusion I certainly would not recommend to anyone, however if you do take up a tenancy please take your own detailed pictures when you move in, detailed notes are not enough, and they cannot be trusted.