RTB

Where to begin. Unprofessional, beyond rude, and historically terrible letting agents.
I would be embarrassed to be managing the properties on the Ray Cooke portfolio. Literally ashamed to gaslight and tell lies so a landlord can squeeze every extra penny out of their tenants.
You owe a duty of care. There are minimum standards to uphold, and they’re not even remotely close to the minimum.
And for landlords, if you don’t want your property crumbling to the ground, or to be liable for negligence, steer well clear of Ray Cooke. They haven’t a clue what they are doing, and the house of cards will come tumbling down.