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Dreadful company. They leave the keys to their other properties lying around in other tenants homes for months (despite being told they were left there), and seem to think the owner has a right to enter the property without seeking (and obtaining) permission. Calling an old cell phone number, and not receiving an answer was their excuse for not obtaining permission for non-emergency visits - even if they failed to update my phone number, they have my address, and have no problem contacting me when they want something (like showing people around because they have given the keys to MY HOME to someone? who apparently has not returned them). I am a single female, and was horrified to learn a maintenance person (hired by the landlady and not affiliated with the company) had entered my property while I was out (thankfully I was not in the shower and/or naked). This person had been snooping around too, but the agency said that it is beyond their control (despite admitting to giving him the keys to my home). They tell me they are were not responsible for the actions of any contractors (friends) hired by the owner, which is worrying since these people seem to possess keys to by home. What is the point of an agent if not to mediate all transactions between tenant and owner? You might as well go with a private landlord who is not familiar with tenants rights! And if you do deal with them, it is worth the extra expense to change the locks because they take no responsibility for illegal entry by the property owner. I have been a good tenant for 3 yrs - paid my rent on time, kept the place clean etc., - but it is a rundown property and I have had to repeatedly nag them to fix stuff (cooker, washing machine, roof). The house was in a bad state when I moved in -paint on the manky carpet, walls peeling, overgrown garden - but these were noted on the moving in inventory. Despite this they are trying to rip me off for my deposit for 'cleaning' and 'damages' (none of which were ever flagged up on any inspections). However, they do employ a lovely cat lady who sometimes does the inspections.