Agents f**k you over big time. I'm letting a house with some mates with 'Leaders' at the moment, and apparently one of the leading letting agencies around, they charged me £600 just to take the house of the market and guarantee it mine, then lots of f**king about with rent payments to follow. CHECK THE CONTRACT and Ts&Cs before you sign anything! Luckily my stepmum is a property lawer, she actually went through the contract and found loads of shiz that just wasnt right and legal (and this is from the leading agents!), so we changed some stuff before I signed. Just watch out. As for your case, speak to whoever is in charge, tell them what you told us and shout at everyone till you get what you want. In most cases it is the worst way of getting things done, but letting agents aren't really worth the job they hold.