The agent allowed a cat into a no-pet tenancy without telling tenants, triggering the asthmatic tenant's condition and a month-long flea infestation, then tried to charge over £700 for pest control. They also failed to check gas for two years, protected the deposit a year late, ignored emails, entered unannounced at 9pm, never sent electricians despite appliances catching fire, and illegally evicted tenants during Covid.