What can I say… we’ve been dealing with estate agents for over 20 years, and despite the fact that personal experiences might vary we never felt compelled to write a review… up until now. What we went through with Lothian and Borders Property Management (now Arden), and specifically with the agent Lorna can only be described as a nightmare. It’s a shame, as this type of behaviour is what gives estate agents such a bad (normally undeserved) reputation. The level of incompetence and negligence from Lorna and her associates is beyond what can be put into words. The lack of attention to details, the lack of common sense and complete disregard for decency and professionalism created a series of painful delays, miscommunications and lies that eventually did cost precious time and money to both the landlord and the tenants. Emails, calls and voice mails were repeatedly ignored (for over a month), checkouts were completely misleading and check-in details were ignored for comparison, important repairs were not followed through and at the same time useless and not needed improvements were pushed to the landlord. Evidence of repairs needed was delayed, not provided or only partially provided. When we finally managed to get access to a shared drive, access was permanently revoked with no notice or communication. Before you jump to the conclusion that this might have been related to the recent Covid delays, we can confirm that other organisations at least maintained a level of professionalism. As soon as we finally managed to get assigned to a different agent (Helen, which unfortunately has now left) things went back to what you would expect from a normal agency. In summary, the worst estate agency (and specifically the worst estate agent) we ever had the displeasure to deal with. If you are a landlord and need someone to look after your property, run and don’t look back. If you are a tenant about to rent from them, think twice or budget for a nightmare at the end of your tenancy. If you are an estate agency looing to hire someone, vet references thoroughly.