My accommodation provider requires a rent guarantor. They

My accommodation provider requires a rent guarantor. They are in business with a guarantor service company. I have been with them for two years. When I needed to renew my application, I couldn't give all the documents online due to a message of error and had to send them by email. Their communication has been very poor and the application is still pending. As a result, I am threaten of eviction by my accommodation agency.
JA: Because laws vary from place to place, can you tell me where the property is located?
Customer: Leicester
JA: Has anything been filed or reported?
Customer: Sorry, I don't understand the question
JA: Is there anything else the Lawyer should know before I connect you? Rest assured that they'll be able to help you.
Customer: I had an email today from the guarantor that told me they had missing payment slips for the proof of income. I checked and found out I emailed them a month ago. I've tried again to upload it on their online form but still had the error message. I will email them again but with no guarantee they will take them into acount