No considerations for clients

I have never seen an estate consultant who cares nothing for their tenants like this. I have had an insurance claim that requires their intervention but I had to do all the chasing. I was not given information about their in-house contractor who always does work with the insurance paying out much much later. When I paid for my own gyser replacement I was told they never instructed me to pay, now they are not even giving me updates on the claim even though the insurer claims it has been concluded.