I arrived and the boiler was not working. They weren't able to help. (they don't have anybody on site of the property ever. I had to try myself.) I then had to wait for 5 DAYS expecting and being told each day that an engineer would come to fix it. Nobody ever came. Whilst I had to wait in the apartment throughout that time for somebody to come, expecting someone to. But they kept breaking their word. I've honestly never met a company less bothered about their property not having working heating and hot water in one of their apartments, for 5 days, in the middle of December in the UK. It was awful. Their support was unbelievably bad and nonchalant, and it was incredibly frustrating dealing with them. I was then forced to move apartments, (after I had a lot of things set up and having unpacked), to a less nice apartment. Where there was only one available and I wasn't given a choice. They didn't seem to care about my situation, and throughout it all of their communication was unbelievably bad. I would strongly recommend avoiding using Charles Hope to anyone.