Felt Underserved as Owner – Agent Favoured Tenants & Poor Follow-Up

We never felt represented as the property owner; rather, it seemed the agent’s loyalties lay firmly with the tenant. When our tenant broke their lease, we expected guidance on minimizing our losses, not relentless pressure to slash rent. The agent urged us to keep reducing the asking price—despite still being within the broken-lease window—and brought forward unsuitable applicants without timely follow-up. The exit inspection was equally disappointing. The report overlooked numerous damage (including damage to carpets by a pet), and no effort was made to confirm that carpets or the house had been professionally cleaned, even though the tenant contractually was required to do so. We had to identify every issue ourselves and push the agent to take action or organise repairs ourselves. They repeatedly argued that the bond might not cover repairs, delaying resolution and leaving us out of pocket. Only when Madison stepped in did management improve. She was proactive, professional, and genuinely on our side—someone who finally treated us like the client. Despite Madison’s excellent work, the overall experience shows this agency needs to refocus on protecting owners’ interests rather than placating tenants.