estate agent hell in Residential and Commercial lettings/Freehold issues Posted September 30, 2012 i've tried twice to post on the issues,i'll try again... the agency failed to inform me that this was an overseas landlord (i would not have signed the lease had i known),and we had terrible problems with the landlord and their rep as a result.our agency property manager is almost impossible to contact..rarely answers her phone and frequently ignores emails.says she does not get the messsages i leave with her colleagues.i wrote a complaint to their customer services dept,only to receive a reply from the person i was complaining about!i have never heard from the complaints dept since(months ago).there is no name,address or telephone number for the complaints dept,only the email address. this property was supposed to be agency managed,a major attraction for me as i did not want to deal with a landlord,i'm just too busy.when problems arose,however,i was told that the landlord insisted on doing repairs himself and i was forced to deal with the incredibly rude rep when he flat refused to communicate through the agency.not the agency's fault,but greatly adding to the stress. we had a change of LL rep and things went from bad to worse.he seemed to have little financial authority and serious repairs(bad bathroom leaks and terrible damp as a result)dragged on for a year.i eventually had to get environmental health in to threaten him and as i was becoming ill with all the stress i paid a solicitor to get us out of the lease which still had more than a year to run(originally a 3 year lease). the agency was completely ineffective during this time.i realise that the LL is their client but i feel sure that she did not contact him when she said she had and she almost certainly did not remind him of his obligation to do repairs in a timeous fashion. when i received the LL's letter agreeing to surrender the lease i phoned her to let her know when we would be moving.she did not want a copy of the letter,said she would contact the LL.my solicitor sent them both a formal notice to quit confirming the date we would be moving. here i have to confess that iwith held the final month's rent as i feared that the LL would delay the deposit being returned(he was very annoyed,and the agency too). five days before i moved out the agency realised i had not paid that month's rent.my usual prop manager was away on leave,and nobody had any idea that i was moving.there was absolutely nothing on my file to indicate that the lease had been terminated.despite my telling the two agents that called trying to persuade me to pay the outstanding rent that i was moving ,they apparently also made no note on my file in this regard.when it came to moving day,nobody at the agency had any idea about a check out inspection. it is now 30 days since i vacated the property.after i moved i had to go abroad,but when i returned i called to ask why there appeared to have been no effort made to release the deposit so the LL could get his rent.a week later(i left a voicemail as she didn't answer her phone as usual),having sent an email to her and LL rep and left a message with a colleague also,no reply. it just proves i was right to with hold that money. is there anything i can do to get the process rolling?the deposit is with mydeposits but the release process is unclear. i'm sure you can see why i would be prepared to waste my time picketing the agency..i am just so frustrated and i want them to know they can't just treat people like this. as i write,i can see i have given you bald facts and a brief summary but i have had 18 months of this now and the stress has made me physically ill.