As so many others have said - avoid this letting agency at all costs! Very telling that their responses to the many negative reviews are often 'we don't have a record of you' or 'we weren't responsible for that'. We have had so many issues over the year and a half we rented through them (and since!) from ignored emails to their not refunding our rent (after we paid for a month and ended up moving out a week later when a new tenant was found). We moved out on the 28th May 2018 and still (28th August 2018 at the time of writing), after multiple emails and calls and two official complaints, have not heard from them regarding getting our deposit back. We had to tell them we had escalated the situation (reported them to an ombudsman, unfortunately the wrong one) before we got even a portion of our money back from our overpaid rent. We still haven't received the full amount back. We never received our checkout documents as promised. Unsurprising, as our inventory wasn't completed until 3 weeks after we moved in, with a 'sorry it was so delayed'. We were told by the manager that our first formal complaint (submitted 26th July) would be responded to in full within 15 working days and then never heard from her again. Our property had endless damp and mold issues, and we were told again and again to 'just wipe it with bleach'. When eventually they did do something about it, the new paint then started peeling away. We also had a dresser broken in the flat for the entire time we lived there, despite reporting it every time they did an inspection, and it took 7 weeks for our bath to be replaced after a crack appeared in the bottom of the bathtub (we taped up the crack and hoped it wasn't leaking). Speaking of inspections, we waited in all day countless times for scheduled visits (arranged by them!) only for no-one to turn up. I would call after the period in which they were due to arrive to then be told they weren't coming after all. When someone was supposed to come to take pictures of the flat, for advertisement to re-let it, they didn't show up all three times they arranged to! This was after paying a £390 re-letting fee, so we could leave our contract early. This is only some of what I included in my formal complaint! Ironically, they said they could not honour the part of our original contract that said it became a rolling contract after 1 year because I was a student (and presumably therefore unreliable...!) which lead to our having to pay the relet fee after the first year to start another contract, and then pay the fee to get out again. Needless to say, I strongly recommend avoiding this letting agents. I now know which ombudsman monitors them and will be taking the matter up with them, since we have tried to communicate reasonably for 3 months to get our money back, or to even get a suitable response, with no success. I recommend that anyone else who has had these kind of issues do the same, as the mistreatment of tenants really seems to be widespread with them.