Thanks for the helpful advice, as some have already mentioned, I have contacted environmental services before (two months ago, when the cooker SAFETY light exploded with a flash, just missing my face), the guy came in but he wasn’t very helpful, but he did write a letter to them and sent me a copy detailing the issues and asking them to sort it out – to which now still not sorted.
I will take your advice, contact a solicitor or citizens advice bureau on monday and tell the estate agents where I stand. I have never missed a payment or was ever late. Honestly I was being too soft on them (but I have emailed, sent letters and called dozens of times), mainly due to having other problems with finding jobs and settling in a new place.
Thanks!