My experience with Ashtons was far from positive, and unless significant changes are made, I won't be using their services again. The agents I dealt with were unprofessional and disinterested during both the move-in and move-out processes. Even simple tasks, like getting my name correct in emails, proved to be a challenge. The move-in process was needlessly stressful. Communication during the application process was consistently poor, with long delays before receiving updates or actions from Ashtons. I often had to follow up via email. Documents were frequently not sent or sent to the wrong email, causing confusion and further delays. On move-in day, things didn't improve. Ashtons failed to provide the keypad combination for the front door when handing over the keys. The apartment was still being cleaned during the move-in, forcing the removals team to work around it. The check-in inventory was taken at the same time, rendering many photos useless as surfaces were covered in cleaning products. I never received a copy of this inventory. Communication issues extended to interactions between Ashtons and the landlord, leading to conflicting information on initial payments. This created a rocky start between myself and the landlord over 'missing' payments. The lack of communication persisted, resulting in my deposit not being properly protected during my tenancy. Ashtons showed a shocking level of disregard for this issue, placing full responsibility on the landlord and refusing to address it. I was stunned that a professional lettings company had no checks in place for the legal requirements of their landlords. As a tenant of Ashtons, it's unsettling to know that you're not guaranteed protection by them. When I raised the deposit issue with Ashtons, their stance was clear – they prioritize landlords over tenants. They downplayed the significance of the unprotected deposit and the landlord's threats of unlawful deductions. They continued working with the landlord despite this. Seeking advice from Ashtons proved futile; they discouraged pursuing legal action for compensation, falsely claiming tenants don't win against landlords. Their attempts to manipulate me into feeling wrong for challenging the landlord were particularly disheartening. The move-out process lacked proper communication from the team. However, I appreciated Ashtons' effort to minimize disruption during viewings for the next tenant by organizing them all on one day. Ashtons must reevaluate their approach to tenants and acknowledge the serious matters they need to take responsibility for. At the very least, improved communication is essential. Tenants should be kept informed about Ashtons' role in the tenancy, rather than having their name in all communications and contracts, only to disappear when issues arise.