After a questionable decision on their part to completely replace a lock on a front door (which my tenant reports had a wedged doormat restricting access) the new lock they fitted is faulty. I reported this within their SNAG Policy period but because I would not hand over further payment deatils to fix the faulty lock they fitted, they now claim the SNAG Policy has now passed so the faulty lock is no longer their problem. So they have £258.58 of my money, and I still have a faulty lock, wasted hours of admin time and a disgruntled tenant. Ellie at Customer Services today tells me we are just 'going round in circles' and her decision is final. Ellie at Customer Services believes I should have handed over my payment details again to pay again for the lock which I had already paid them to fix. An interesting way to do business. I would strongly advise you not to give them any more!