We reported different issues that need to be fixed during our tenancy but the agency failed to do anything as they said that they could not do anything without confirmation from the landlord. We lived in a flat with leaky rooftop for eight months... We had a dispute at the end of tenancy. We paid for professional cleaning after moving out and the flat is definitely better than when we moved in. The flat was actually dirty with moulds, cracked tiles and broken cupboard when we moved in. When we asked for return of full deposit, the tenancy manager Emma accused us of damaging the defrosting freezer and caused leakage to the flat downstair and she just claimed that she has been advised by the owner downstair and the landlord that the leak was caused by our defrosting freezer without any solid evidence and intended to charge us for causing the water damage. Not only until we insisted to have proof, Emma got a contractor to attend for inspection and finally confirmed that the leak was due to something else. At least finally she tried to help to resolve the issue but still this incident has caused lots of emotional distress to us. We have been good tenants throughout the tenancy and we were so upset and angry to be falsely accused.... Originally I gave one star but another star may be for Emma who was trying to help to resolve....