"At the time of looking to rent a flat, they promised bicycle access, which turned out not to be true after renting came into effect. They asked to report when another persons joins into living, as we couldn't do it at the same time, which we did, as we also did to report to council. We barely ever requested anything, but when we did, they did take time and basically didn't do any decisions at all, yet they still collected money on the exact date every month.
Having said that, we have put flat into condition better than it was initially after two years of renting, since mold started to come out the very first winter, from under wallpaper which was cleverly put into place initially. Yet in the end, when landlord started to ask to keep half of deposit, they took two weeks to actually communicate something, even though I called them every they and the actual communication acknowledgement happened only after request to have phone call confirm via email. Not only they did not have a check of the place in the end to see whether flat really suffered any damage, but they acted like they didn't know about one of us being there, even though confirmed on the phone at the very beginning of tenancy. They also indirectly pushed us into writing mail, that we are literally happy about the deduction (cleverly not using the direct words!).
My tip for anybody who deals with them is to ask everything on the paper, because if you believe their spoken word in any situation (phone calls included), you are more than likely to get burned. You've been warned."