Horrible head office staff ruin the experience

We have been renting from AIDA for the past 8 months, and for the most part it has been okay. We have the good fortune to have owners that respond quickly to issues, but have decided not to renew our lease because of one person.

There is a lady in finance that I will not name publicly. Every time she sends an email my wife loses it and even our leasing agent is speechless. The emails are snotty and are generally worded as a personal attack on us. As an example, during the lockdown we received no statements for utilities for 2 months straight. As a result when we did finally receive one it turned out that we had underpaid and owed a large amount. The owners and agent were helpful, but when head office was updated by the agent we recieved an unsolicited email about policies and responsibilities, along with the comment (amongst others), "if you cannot afford the lease you should look for something cheaper" - where the heck did that come from? The person in question was totally unaware of the arrangements we had made and the work going on behind the scenes, and jumped in from nowhere assuming we were unable to pay? Suffice to say this person has singlehandedly lost AIDA a tenant and any future business from us or anyone we speak to going forward.

This was not the first time we had received such an email, and probably won't be the last. We have rented for over 10 years and have been told many times we are good tenants. As an owner myself I appreciate the investment a house can be, and the drain it can be to have bad tenants. I don't need to be told off by someone I've never met who doesn't know (or care, apparently) the situation or the details surrounding it - details which include and involve the agent and owners.