I have been a landlord since 2010 and I worked with this estate agency for 4 1/2 years (since 2016) and they have managed 2 properties for me during this period. I had really bad experience with one of my property which has costed me over £13k of damages & other losses in 3.5 years. Ellis & co had an existing tenants (couple) who were looking for bigger flat as they were expecting a new born so they needed a bigger place. This couple were existing customer of Ellis & Co and came highly recommended by Ellis & Co when presented to me. As they were existing customer no credit report / reference was done based on their new circumstances. Within a few months these tenants stop paying rent (no commination with me) and it was very difficult and stressful time for me especially as I was on business trip. I kept asking for the reference /credit report and never receive anything for me to see. Eventually they paid some of the rent due and we ended cutting the contract short. In addition not getting the rent the tenants made a lot of damages on the furniture & blinds. As the deposit was used to cover the some rent arears therefor was no deposit left to cover any of the damages which was in the thousands. Of course Ellis & Co made sure they took every penny which was owed to them. When I questions why they took all the money and no compensation for me the answer was “we spend a lot of time on this”!! Poor them!! This was followed by a second set of tenants shortly after, These 2 guys were flushing a lot of debride in the toilet and eventually blocked and there was a horrible flood which caused a lot damage to the flat Of course I do not blame Ellis & Co for this incident, however they committed to help me with the insurance claim which did not happen and they mentioned they will send me information from another insurance claim which had similar issue and had successful claim but of curse nothing was sent me and reminded Ellis & Co several times. Overall, the communication is very poor. It has happened that I had to call 10 times and left messages and send several e mails to get updates with no reply. When I e mail the office manager to get updates then I get a call to say that very little has been wrong from their side and that they are the best agency in the area!! Very hard to have a conversation when someone thinks this way – I have worked in service industry all whole my life I would never answer an un-happy customer this way. Always very frustrating. In summary, after 3.5 years I got my property back, with ruined furniture, all walls were discolour, damaged blinds, missing rent, missing keys, missing furniture and the worst part was that agencies could not handle deposits and no deductions were made. Overall this has costed me over £13’000. Other negative point is that they charge 2 – 3 times the price of any maintenance issues which needs to done. So in the end Ellis & Co is supposed to manage my property but I have ended up manage the maintenance myself in order to avoid these high maintenance costs. The 2 good points are that their accounts department is always very professional and efficient and the rent negotiator is very good.