This is a case that happened to me and my husband in November 2013. We filled in both application forms and paid the admin fee for a flat in October and been told that the current tenant in this flat will move out in 22 November, then we can move in around 25 November. Then during November, we received a few calls from Live Smart Home about completing our references and contract, and told us we need to do the application form online with them again. However apart from this, we never received any more information about the proceed of our moving in date. Therefore, I tried to call Clarke Holland many times to ask about when I can get the keys and move in because I need to deal with my current contract too. In this case, if there's anything wrong, I may need to sleep in the hotel. However Clarke Holland keeps saying that they don't know either about the process, they can only let Live smart home call us, which I never received the call after that. I ended my contract with my current agency on 25th November because that's what I been told from first place by Clarke Holland that we can move in on that day. However, on 25th Nov, when we went to the agency to get the key, we been told that we cannot move in til another 2 weeks time because Live smart home need to re-decorate the flat. So basically we have nowhere to sleep for another 2 weeks, which we never been informed by any of these two agencies. Clarke Holland is like “I have no idea what is happening” attitude after took the admin fee from us, and Live Smart Home is like "I'm not bothered to inform the tenants what's happening, if they need to sleep on the street, I'm sorry about it." attitude. I will never use these two agencies if I knew it would happen. Very disappointed about their irresponsibility and customer service. Besides, in the E-mails that i received from Clarke Holland, the tone of the staff is very rude and unprofessional, without any professional idea of how to reply your customers in the e-mails.