Rude, unprofessional, incompetent. utterly disgusted!!

My girlfriend was renting a flat through this poor excuse for an estate agent.

Firstly when my girlfriend moved in to the flat, it was not professionally cleaned, had light bulbs broken and no toilet seat. It took them over 2 weeks before dealing with these issues.
My girlfriend lost her job and had to leave her tenancy early. We have an email from the lettings manager stating that we do not need to have the flat professionally cleaned, but instead to leave the flat in the same condition as we found it (which we did).
He then emailed us to say that the new tenants have moved in and complained about the condition of the flat. Surely it is his job to inspect the flat before the new tenants moved in? He is trying to now take £50 from their deposit for a professional clean.

On top of that, he is now saying that the boiler was faulty, it was their job to report a fault and because they have to send an emergency engineer to the property they will be charged accordingly. Does he not think that in the middle of December, if there was a fault with the boiler that they wouldn’t have reported it? On top of that, i am sure that the boiler is the landlord’s responsibility anyway.
He is trying to take advantage of two young girls, who he thinks doesn’t know any better and can charge them for things which he cannot legally charge for.

Furthermore, and more importantly, the way he has spoken to my girlfriend both over email and over the phone is disgraceful. When i tried to contact him it took me 48 hours to get a call back. Once he finally called me back, he hung up on me.

He is completely unprofessional, rude, incompetent, disrespectful and didn’t even have the decency to speak to me over the phone. As an estate agent myself in Central London, I would not dream of speaking to any client/customer the way he has spoken to both myself and more importantly my girlfriend.
On top of the truly woeful service they have provided to both their tenant and landlord, they have upset my girlfriend on a personal level and I will be taking my complaint as far as I possibly can.

This is not the first time I have heard of this firm behaving in such a way and I would strongly advise avoiding using their services in the future, in particular their lettings ‘manager'.

Utterly disgusted!