The worst experience we ever had with an agency. We were so unsatisfied with the level of service that we decided to move out from the property we rented, to find another one managed by any other agency. Our emails remained unanswered, and maintenance issues were not actioned. The EPC rating was misstated in the ad, we found this out when we received the contract to sign, so make sure you request a copy of this document even before the viewing. We did not receive 2 copies of the keys to the main entrance as stated in the check-in report. We noted this immediately, still it took 2 weeks to receive the missing key. This involved us writing several emails, as they simply replied that we must have the keys with us, we should check again. On the second week we decided to go into their office to raise the issue in person. This was when they finally gave us the second key as apparently they had two copies with them...This pretty much describes every other situation we got into when we tried to rely on their support. Late and not helpful responses, actions only taken when we chased them. This is obviously even more inconvenient when it comes to a problem with the heating or hot water. When leaving, they wanted to charge for items which were mentioned/photographed already in the check-in report. So make sure you have every little scratch noted in the check-in, even if this is just 1 inch chipped from the cupboard.