You have calmed me down haha!!
Seriously I am just one purchaser being honest and I do agree with you.
I would certainly start to sort things yourself and forget about the agent.
We did the council tax,water and electric ourselves because like you,we got pissed off with waiting for one of our agents staff to have "time" to take us. He could sit about drinking coke though!!
After we had trawled around to them all over 3 days,we told the agent we had sorted it and they neednt worry and the relief was culpable in their faces!!
Once you have paid for it the interest in your welfare drops away!!
All the best
Tel