This agency is freaking nightmare. They absolutely do not respond to anything that tenants ask. Their only response is "we do not manage the property you need to speak to landlord".
When I was trying to move out of the property I did not get any single response from them on several emails, I needed to do all the work and actually manage everything alone. They just took the fee of £300 for terminating my tenancy earlier (which he even did not ask directly for but via landlord). After that, they were just avoiding my calls or did not respond to emails, they were reportedly rude to new tenants that tried to reach them, which was incredibly off putting.
Then they did not even bother to sort my deposit, even before I moved in, nor when I moved out. Even my tenancy agreement was issued with a date almost a month later than I moved in and they did not even get my name right. The new tenants have already been living in the property and I was struggling to get my money back. When I finally liased with my landlord to pay me back, they started confusing new tenants, that I have to wait for deposit scheme. But they never asked me to pay deposit to them so obviously I did not even have any confirmation from the deposit scheme that my money would be there. I paid directly to my landlord at the beginning of my tenancy. The other outgoing flatmate still have not got her money back so I consider myself being very lucky. She needed to report this issue to tenants rights authority.
As I read the comments, they will certainly respond that this comment is just an attempt to harm their reputation, which is nonsense because this is happening. Interesting that they have time to respond on comments below reviews but they do not do any work they are paid for. Horrible. I seriously believe that the positive comments are written by them or their acquaintances as I wittnessed what they are truly like. Avoid any property they manage/prepare agreements or sorting deposits on landlords behalf and spare yourself a headache.
Katarina Otcenasova, 25 Aug 2020