This is the most disappointing letting agency/property management company I've encountered. Their standard response is that they will get back to you 'as soon as possible.' However, for them, ASAP can mean years. We have been facing the same ongoing issue for almost a year, and they show no urgency in resolving it. They seem to prioritize collecting money from tenants over providing proper care.
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Connells Limited, trading as Connells Group, is a British estate agency and property services company headquartered in Leighton Buzzard, and a subsidiary of Skipton Building Society.