Total mare, this has happened a load’s of times with me, getting money from tennant’s can be very hard if not impossible, i prefer DHSS as you can get rent payed to yourself direct after 8 week’s of non payment.
The letting agency have no more power than yourself, when i have problem with late/non payment i go round myself and knock on the door and ask them what’s up.
My last tennant i found myself vetted myself, i save quite a bit as agent fees are pretty steep.
I never expect tennant’s to look after thing or respect my investment, i always expect them to lie about smoking and pet’s ect.
If i knew what a pain in the arse it was being a slumlord i would never have bothered.