The first part of my experience was great, I was looking for a flat with parking and would allow a cat (which we all know is like gold dust). Upon searching online, I found one! I spoke to Emily who was great through the process, though with the COVID regulations and the tenant still living at the property, I watched the viewing video, took a chance, put down a deposit and secured the property. From there I went through all the steps by paying a 0% deposit fee and referencing and waiting until the beginning on December where I could collect my keys. At this point I had given a month early notice to my landlord so everything was set. A week or so before collecting my keys, I get a call just to check in from Lee, to make sure all was going ahead, I was offered to be able to go view the property the day before collecting the keys, to which being busy and stupid enough, I declined and acted on faith that all would go fine. The day of collecting my keys, I turned up to the property where Emily was waiting for me, when it came to walking around, the entire property was a state, from dirty carpets to dirty walls, cracks in the ceiling from the outside. It was downright awful to think if I'm stuck with a dirty property. Emily was very apologetic and I felt sorry for her to be left in the position of an upset customer, though, during this time she informed me she had sent the inventory an hour prior to coming to the property, I checked my emails and I had only received this 15 minutes prior (which at point, I was on my way to the property), throughout the inventory notes, it had stated the words such as "dirty", "mildew" and "dusty". Now I'm sure this was a strange situation, but at the point of collecting the keys, this was the first time they had access to the property since the tenant moved out 4 days prior, it apparently took 3 days for inventory to return the keys which took it up until the day moving in which indicates to me, the agency had no intention on cleaning the property between the previous tenant moving out and myself moving in, which during this pandemic is a BIG red flag. After discussing this with Emily, she advised she would speak to her manager Lee about where to go from here, as I obviously couldn't move in at that point as originally agreed. She advised that I would be refunded the money I had paid for the moment and they would call me with what was going to happen from there. True to her word, I was refunded the money and my deposit scheme was cancelled, however I had to call Emily back to learn what was happening. Emily was apologetic and at this point it was the case where the Landlord had to come down to Bournemouth to deal with the flat and get it sorted but I would be contacted throughout. Now please note that I had already given notice with my landlord, cancelled my broadband and informed all the utility suppliers of my move, this all had to be reversed but I had to travel up to Swindon to use the broadband at my parents. A couple of weeks later, I sent Emily an email chasing for any updates as I was struggling to find a place to live before the rest of the tenancy which ended in January. Emily advised that the landlord was due to go down to Bournemouth on the 2nd and it likely wouldn't be ready for the end of that week but that she would keep me updated. It is now the 15th of January, I'm searching on Rightmove and I see the same property advertised to let for an extra £25 a month, I have not been informed by the agency of this. It has come to the point where I am moving my things out of my flat this weekend and bringing them to Swindon as I couldn't find anywhere to live by the end of my tenancy. I'd thought the agency were very apologetic and I was willing to give benefit of the doubt as they'd paid all of my money back. But as I wasn't informed that the property was now ready again, although I could afford the extra £25 now, I am very much put off using them with the poor handling of this situation, I've never had anything like it.