Dissatisfied client

The estate agent assigned to my properties isn't helpful with many things. My tenants are in breach of contract however instead of the agent suggesting a way forward, she has left me to give her all the ideas on what needs to be done, its as though she has never read a lease agreement in her life before. My initial inspection checklist has been misplaced and when I called head office to follow up, they said they would get back to me however I am still waiting. I am not sure what is happening within B Sure properties themselves but internal issues should not affect me as the landlord because I have been paying them for their services.