Lots of constructive help from Jane, the Branch lettings manager who met me a number of weeks before this renewal was due, as we had recently had a similar renewal that went over its due date. Then no feedback, we did a bit of light chasing but was advised that everything would take place as required by the due date. Chased up approx a week past the due date, as the rent was late. Docusign arrived approx a week late. Rent (at old rate) arrived approx 2 weeks late. Problems with the Sequence support centre and its back office systems. Not sure Jane could do very much at this point. communication with the support centre was largely all one way, until Luke Taylor became involved and introduced some proactivity which was very welcome. Luke is helpful and patient, but initially I'm not convinced even he could do very much to help. But gradually over several days things began to get sorted. A 2nd docusign was sent out to my partner landlord, which possibly should have been in play many days before. Communication and feedback failed at times with the support centre in general. Luke was the exception and I think made the difference. I think now with hindsight, as a client I have a better understanding of the system and its level of automation, but at times certainly at an early stage of the process with no one answering queries it has been very confusing.