Same thing happened to me and the experience is continuing, we have asked for the landlord contact details and written a letter, they were lying to the landlord saying they had fixed the leaking boiler which was leaking onto the pilot light resulting in no heating or hot water, just so they could charge them again for another call out charge. We had to get the local Environmental Health dpt involved before they actually did anything, I am hoping the landlord will allow us to deal with them directly, but know that Belvoir will try and wack a massive early termination fee, but due to the evidence we have and the lying I am sure it would go in favour of the landlord in court. They can't continue like this, please write to BBC Watchdog as soon as you can, as this seems to be a national thing and the more of us who complain the more likely BBC are to do feature them on the programme. BELVOIR are COWBOYS avoid them at all costs!!!!!!