What agent could do to change your mind?

The steps to a happier experience are very, very simple. Basic good manners. Treating people with common decency. Obeyng your own rules. Sticking to legally binding timelines. Upon trying to get the carpets cleaned or get information about whether or not we could clean them ourselves, all that happened were broken promises and constant direction to the agreement citing we took the property as seen, completely missing the point that we only wanted to know whether or not the landlady wnated them cleaned by a professional or was happy for us to do it. Upon moving out, nobody stayed in touch with us. We were left to do all the chasing. Property management told us the branch would clsoe everytning off. We were never told the case had been passed back to property management, had to discover this ourselves. As far as PM goes, the case handler completely ignored all attempts to direct her to the agreement and the 10 days which had lapsed many times over. Even at 24 days in to the process she was still not providing a figure or any reason why the rest of the money had not yet been returned. Breaking their own rules all over the place and leaving us stuck without 969 pounds of our money which, after 10 days, became ours legally again as nothing had been adivsed in terms of witholding anything. There is a process there so I cannot recommend putting that in place, simply training the staff to be aware of this and be professional in their treatment of people would be enough.

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