Having the same experience with Frost of Slough now. The most appalling firm. They are not just badly organised and incompetent they are devious liars. Every review I have read says they give the excuse "we can't get hold of the landlord". I doubt they bother to contact them. I too had the misfortune of dealing with the infamous Pooja. Her name is cropping up all over the internet in association with lying, shady dealings and awful rental experiences. She lied her head off to me about so many things; who was in the property before me and how long they were there for, why they left, and that no deposit was taken from them despite significant damage left to walls. I leave the place in a better state on check out than when I arrived, and the cream my deposit. Now they are refusing to pay up at all. One of the neighbours is still in contact with the tenant before me and some of the things I found out were astonishing.
I should have known what these people were like right from day 1 as it took weeks to even get the tenancy agreement signed. By which time I'd already had to give my notice to my previous landlord (who was great, how I miss him!) and arrange removals. On the first day I met the inventory clerk. She was patronising, speaking down to me the whole time. The whole check in was rushed. 1 of the 2 front door keys was broken and didn't turn in the lock. I asked that they replace it. She told me I could forget about that and if I wanted 2 door keys I would have to get one cut at my own expense! I refused to sign the inventory on that, so she altered it to 1 key. Thank god I did insist, as upon check out they tried charging me for a missing key!
If you want to wait 12 months repairs and live in a damp property with inadequate ventilation, a leaking toilet, broken freezer and filthy unusable washing machine then rent from these con artists.

Fortunately I have all my documents including letters and email trails, plus the photographic evidence and am now taking them to the TDS. My former next door neighbour is having similar problems with Frost and I'm sure the new tenant will too.
Whatever you do avoid this agent !!

Oh My God!! I am currently renting with them and have just been in the property for 2months and there have been issues after issues. Pooja is not only patronising but extremely rude and literally misbehaves. I am thinking of making a formal complaint since the original agreement is being voided due to some silly reasons. However cannot find any redress scheme on their website. I will never rent with them again.