Lettings director turned up to do the viewing a tracksuit. We were chased for a holding fee despite avoidance of a simple question of how the property would be left as it was unclean when my husband viewed. I had to request a tenancy agreement to understand what their terms were as Andrea simply wouldn't given a straight answer. Once fee was paid we sent over the information for referencing, being due to move in in 3 weeks I asked 2 days later how long roughly the process takes. I was told basically they don't know how long it takes and I hadn't provided the information, I explained I'd emailed the information 2 days later and asked what happens with my reference check as my company was on Furlough (like a lot of England) I was told they don't know and to take it up with the reference company and she just didn't read the email properly ( this happened a lot) and asked again for the referencing info. I screenshot my email from 2 days previously and AGAIN explained I had sent it 2 days prior in the email trail we were communicating in. She then replied again stating it was me delaying the process as I hadn't sent the information.... So dodgy they got the money and then basically did nothing. Having finally uncovered the property was managed by them (I'd asked in an email days before but it was ignored) we made the decision not to go ahead and requested a refund and made a complaint about the service we received. In which they replied saying they think that's best, we are currently waiting for the money back.... Fingers crossed they actually refund it. Avoid at all costs. Tenancy agreements don't have much to cover the properties being fully cleaned on check out and the service is horrendous (and this was from the director!) So I can only imagine how bad it would have been if we went ahead and then had an issue at the property. Maybe the lettings director should remember a saying my old boss used to say when I worked at an estate agents “tenants can be future landlords”. So maybe treat them with some respect and actually provide some decent customer service, I wonder how the landlords would feel if they saw how off putting your service is and to a point it literally makes people pull out of renting properties they like because of it.