What agent could do to change your mind?

This is the worst service EVER!! 1) our tenant reported a problem (a damp patch) in the ceiling and the Estate Agent never dealt with it even though she was insisting it was getting worse and it was becoming a leak. They sent some one too late and then they said we would have to pay for some repairs. Thankfully the tenant had plenty of emails to prove the Agency's negligence and at the end the owner of the Agency admitted their fault and that they would pay for the damage... at the end they charged us for the costs (they say it was a mistake and that they would refund us) ...we were waiting for over 2 months and many emails to finally get paid. 2) They passed our spare keys to a decorator and never got them back (the decorator still has them after 2 months!) 3) Payments not going in on time; 4) The lovely tenant struggling to communicate with them; 4) They dont visit our property to check that everything is going fine; 5) ETC, ETC, ETC The only thing they're good at is at charging us the 10% management fee every month...

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