Rented a house last year from the Heswall branch. It has put us off renting forever. Various maintenance incidents removed without discussion (including a hole in the wall) poor communication, took ages to fix electrical failure and forged eventual paperwork (date of initial inspection incorrect) - probably because new law states they have to fix within set period of time. Funny how when we mentioned this we had an electrician with us in days after being told we'd have to wait a year. Tried to fob us off by saying it was when the 'decision' was made, however the document clearly states 'date of inspection'. We improved the property by painting the blue hall a more neutral colour and changed the orange carpet similarly. Asked for a contribution after terrible service forced us to leave. We were told this had never even approved by the landlord (we received paperwork approving the work). We were granted permission to have a cat, then this was retracted 4 months later. The blame here was placed on an ex employee not sharing the information. We were informed by a friend of the landlord that he had a special arrangement where he pays more for a 'no fuss' agreement. They regularly blamed the landlord for being slow to approve things and suggested he was difficult. However looking at other low ratings it doesn't seem like we were the only one with this problem. Hard to know what to believe. The Directors Joanne and Dereck seemed reasonable when we met and spoke to them, as did most of the other team. They even apologised which was nice, however the follow up was again poor. We were told to share a letter requesting contributions to work carried out from the landlord so that they could speak to him. We chased and chased to be told the landlord won't contribute because he knew nothing about the work!? I just cannot fully put into words how horrendous this agent is from a renters perspective. Not really sure why we didn't deserve basic and decent customer service. When we spoke to the office about complaining we were told 'there is no point - nothing will come of it' . I actually believe this to be true, so waited a few months to calm down before writing this review. I just couldn't leave this unsaid.NegativeResponsiveness, Quality, Professionalism