Beyond appalling. Rude, and magically never in the office when we phoned.
We queried the utilities dispute for the whole of our 12 month tenancy, and our detailed questions were met with non-responses, or where ignored. The landlord told us the meters were broken and were being fixed; this is both untrue, and the same story they told to other tenants in the building 18 months previously. They suggested we pay them £100 a month until the meters were fixed; we refused, and continued asking for more information. The landlord then suggested that if we were not happy, we should move out. All following lines of enquiry where then ignored.
Upon moving out of the property, we never received our deposit, despite both parties signing the declaration to release the full amount. We asked the Tenancy Deposit Scheme to step in, and the landlord refused to aid them in their investigation. They refused to either agree to pay the deposit, or to dispute its repayment, so the matter is now between the TDS and the landlord/agency.