I don't usually write reviews but I felt compelled to for two reasons. I have a long time with them in the terms of my contract and I have now had two poor experiences with them. I'm hoping maybe this will get read and click. In the first experience, the air-conditioning unit which was advertised as an attraction of the house just didn't work. This was found weeks after starting to rent the property despite having more than a month in advance to address the issue between tenants. An explanation could be that the previous tenants didn't inform the real estate agent of the problem. Odd as this occurred during December, right in the middle of Summer, when you need air-conditioning the most. But that's ok, these things happen. Their response to it, however was not helpful. Once informed of the air conditioner not working, they dawdled for over a 2 weeks saying that they had to contact the owner before making any repairs, and then that no repair staff could be found. Meanwhile we contacted the air conditioning company directly and organised someone to finally come and have a look at the unit at least. I suspect that no effort was made to contact either the owner, or a repair staff, but that is just an opinion. The second instance was more my fault. That sinking feeling of knowing you've left the keys in the house is an awful one, and one I'm sure everyone has experienced at least once in their lives. Here is an estate agent's time to shine. Even if no-one can come because it is after-hours, or it is a public holiday, or because it is a weekend, the very least I can expect is that there is a number to call to get some advice on how to proceed. A friendly voice and suggestion are enough. With Smallacombe, a number is available to call after-hours, but they are more interested in wrangling more houses for rent/sale than helping a tenant. Unhelpful and bored operators (though one did seem genuinely concerned I must admit) answer the phone, and asking if I'm interested in buying or renting.They then inform me that an urgent message for maintenance will be made. This was at 8:00pm on a Thursday. Four repeated calls later, I got a response at 7am the next day. Thank god I had my car keys on me, otherwise I'd be out in the cold. Interestingly, I believe the response I finally got was not from any efforts by the operators, but from my own initiative in searching for the mobile of the agent that had rented the property to me online. The thoroughly unhelpful response almost 12 hours later was that I had to get a locksmith if it was after hours. Well now that it's morning, do i still need a locksmith or are you available for me to pick up spare keys? A response of 'we are not open today' was sent back with the uncaring finality of a closed door, locked from the inside. My irony laden return message of 'thanks for your help' seems to have hit a vein with some blood left in it, however, and a message was sent back that an attempt would be made to find someone available. Having now had a case of twice bitten, infinitely shy I took the initiative to call a locksmith. They appeared within the hour. A call back 3 hours later, from another agent, well after I had gained access to the house only to berate me for having inhumanly left the keys in the house. I fully accept responsibility for leaving the keys in the house. However, interestingly when I asked them what number I should call in an emergency (fires, burst pipes,etc.) to inform the agency, they said not to bother and just call emergency services. An infinitely clear admission of not caring for the tenant or the house condition. Final words: Don't expect much if you rent through them.