Really helpful service and very customer friendly - until the date we moved into our rented property. Upon the date of move in we were only informed then and there that the water meter was broken and would require fixing. Between us two tenants we were given one set of keys, and were told we would need to pay for a new set ourselves. One of the keys needed was for the front door to the building, and would require permission from the landlord to then be given to the building owners to provide another key. Been in the property for 6 weeks and have only just been confirmed we can get a new key for the building - supposedly the landlord took a very long time to give permission, something we weren't very aware of because Whitegates were very inconsistent in keeping us in the loop - several emails ignored, passed from team member to team member with little progress. Overall cost of getting new keys - £42. Not a nice surprise to move in to, and has been quite tricky to balance two tenants with one building key - forced to twiddle my thumbs for hours on end because I travel for work and my partner needed the key so I've been locked out of the flat a few times. Didn't provide us with keys (that they had in their office) for our balcony doors for around 4 weeks of moving in (potentially 3, 3 and a half). Not particularly transparent advertising the property with 'canal views' and then not allowing us access to the balcony viewing space for nearly a month from moving in. Reported a broken window in person and online - haven't heard anything in two weeks. Overall, Whitegates were absolutely fine and a pleasure to work with until we moved in, then suddenly got the impression we weren't really important to them as customers - bit frustrating given we've paid £300 just for the application and then various fees and deposits etc - totaling about £2000 from beginning of process to moving in. Want to reiterate no employee has ever been rude to us or seemingly acted maliciously - just that the level of service has been well below par. A shame, as the flat itself is lovely. Were a friend or colleague ask if I were to recommend their services, I would probably suggest they look elsewhere.