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This letting agency is all about money, (taking yours), they constantly need chasing, you can only trust email as proof of issue or concern as they will deny conversations about issues, and attention to detail or due diligence (you have to trust yourself), they left us with the previous tenants debts, and wanted nothing at all to do with this, took us 6 months and hunderds of pounds of our own money and time to resolve, on handover they wanted more the guidelines to permitted as the owner wanted to better the property at our expense... Really do stay away from this Franchise go to a well established letting agent (its worth it)
