I have had ups and down with this company. I once wrote a negative review for them, but there are clear reasons for me to take back some of them having seen the great improvements and their response to my feedback. Here is my reflection on my updated experience with this company: 1) They followed up the points mentioned in my review; expressed their sadness and were apologetic. They replaced the Oven/ gas which was a very good sign of positive cooperation and realising their promises. 2) With some exceptions, they have had a very good telephone manner which was a different experience for me. They have a Whatsapp group which deals with requests quickly. 3) The most important one for me has been that they do not, as I am told, manage properties in Middlesbrough from Gatehead due to the distance and not being local there. This was really impressive news. The three-star reflects my overall experience; otherwise, this issue in itself, I believe, deserves a five star! 4) They were very helpful and appeared really trustworthy in returning the deposit. Most agencies I had worked with previously in the UK treated me unfairly in this regard, but I had a very good experience in this regard here.