Dear Karen, Without Prejudice This is my final letter in respect of the complaint you made yesterday. I can confirm I have called you earlier today to speak about the issue and the poor review you left on our Google account. Whilst I understand your frustration that you were not able to arrange a viewing on the property on your desired date this was not possible due to the property being tenanted. We were unable to gain access until the tenant gave us authority to do so, to comply with the landlord and tenants act and as per the terms of tenancy agreement. I can confirm a block viewing was finally confirmed by the tenant yesterday for today’s date. Please note all enquiries for the property were saved to arrange for a viewing once a viewing slot has been confirmed by the tenant. This was explained to you on the call when we spoke on Friday. I can confirm this as we are required to make notes on all our calls. You called the office yesterday whilst I was out on viewings and spoke with my Colleague who is currently with the company on work experience, when the agent tried to assist you in identifying the property you were looking for “Columbia Road” to which he asked if this was the property listed for £335,000, at this moment in time we have two buy to let properties on the market listed on Columbia Road. Whilst trying to assist your call you became increasingly frustrated and sarcastic with my colleague who was trying to help you. Once the correct property was identified he asked if you would like to view this as a block viewing had now been confirmed for 18/08/2022. Instead of responding in a sensible way you began being sarcastic with him and he broke down. The phone was put on hold whilst a senior member of our company was being informed about the problem and during this time you decided to close the call. We have a zero-tolerance policy on abuse towards members of staff and you were certainly being abusive to a young person and instead of helping him you did the opposite. Even this morning when I approached you about a viewing you were unhelpful and did not wish to proceed. I think under the circumstances an email of apology sent to Lawrence would be sufficient to put this matter to rest. Yours sincerely Daniel Cobb