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We've found in our experience that we get assigned a specific person to deal with, and a direct mobile number and email (unless they move on etc - same as for any other agency) Cheers, The Y-man

We use them for several of our properties (by default, as our PM became RUN). As with many agencies, you'll find it can come down a lot to the actual manager assigned to you. We've had a good run, even though our manager has changed a few times. They are however the most expensive of the lot...