Very RUDE! Called the letting agency today to let them know about the maintenance that needs to be done in our property that they are letting us in Walsall to report about the issues because it has been raised a couple of times but we did not receive any response from them to sort it out. The issue such as the fence including the wear and tear paint work that needs to be done as well as the peeling wallpaper has been addressed when we signed the contract last November 2017 to Brad which has not been follow up since by the agency. I calmly addressed the matter to Elsa at 9am today which she stated that she gives us a consent to "redecorate" as she described it (a term I would not use for maintenance since we have been renting the property for 3 years). I did highlight if this is the case, "please provide me a written email" which is a request I asked to cover us just in case the landlord would not agree on any changes to be applied. Called again at 3pm during my lunch break but the staff keep passing the phone and states that she is unavailable. As a family and my overall experience as being a university student and a Biopharmaceutical professional who lets houses, I am astonishingly appalled on how someone in a high position would talk to a client or my mother who is the sole tenant who signed the contract. Goodchilds is stating that they are offering a highly ranked customer service and for someone in a managerial role to not resolve a simple request via email or call my mum or speak to me, a client that way, I am shocked on how we were treated today. All estate agencies that we have dealt with in the past resolve maintenance issues straight away. I called again after work (5pm) to follow up her email as we are looking to see the house in a good condition as good tenants who are renting the property for 3 years. She rudely highlighted that I am not living there. My mum and my sister lives in the property due to I have to be relocated for a few months in Bedfordshire to work with a Biotechnology company. I am moving back end of this month which i highlighted to her that I am not happy about because maintenance issues has been raised to them a couple of times. Secondly, she highlighted that she spoke to my mum and I can't directly ask Elsa for an email because I do not live in the property. It has been highlighted before we rented the property all the way back in 2015 that 3 people will live in the property. I have just moved temporarily after already living in the house for a couple of years which terminates her statement. It was so appalling that she has to make a point that she is the manager which raised more of a concern for me since this is clearly not handled professionally and has to be raised to the Director of the company. Thirdly, I am quite concerned that she asked me to fill in a form to move into the property that I also live. It has been highlighted again before we rented the property in 2015; that this property is to be rented as a family by 3 people. Goodchilds did not put all our names in their contract. The level of disrespectful that I received today and for trying to chase up a company that is supposed to offer clients the best service "managing" estate properties for landlords made me ask Elsa the office hours and will be driving to sort this out asap all the way from Bedfordshire this week with my mum. We are aware of our contract agreement and it clearly states that the landlord is responsible to repair wear and tear. This agency has been making us pay £120 annually to "processing" of papers... (which has a lot of errors...). I have numerous networks in lettings and would not recommend this agency unless they sort out their core values, standard of customer service as well providing training on how to treat clients properly. I strongly believe staff training is required or else, there will be numerous loss of clients and continuous bad reviews online which could affect the reputation of the company overall. We will also seek advice from Citizens Advice Bureau.