As part of our house search, we have had good dealings with other Whitegates branches, however, not so much with the Cleckheaton branch. It started with the partner of this branchen Stephen, failing to attend our scheduled viewing with no correspondence to notify of any changes, nor were we provided with any of contact details for the agent. Instead, my partner and I stood in the rain for over 45 minutes waiting for him on a Saturday afternoon. We attempted to contact the office but our viewing was at 2.15pm so by this point the office had closed. My partner spoke to a colleague, Michelle, on the Monday who apologised and advised Stephen was having a bad day so unable to attend and unable to make contact with us due to not printing his schedule that contains phone numbers. At this point, we were disappointed and started to question the professionalism of this branch, however, we were willing to accept a single mistake as we appreciate in our own professional roles that mistakes can happen. My partner managed to rearrange a viewing for the following Saturday so we could both attend and, as our impressions of the exterior (whilst waiting for our viewing) were positive, it incited us to pursue this house. When my partner finished work on the Friday evening, she received a voicemail message and email from Michelle advising they would need to cancel the viewing as the vendor had accepted an offer on the property. At this stage, we were both disappointed that our chances of putting forward an offer had been hindered by the fact our viewing was unable to take place as planned. Secondly, in lieu of the mistake on their part, we expected they, at the very least, would have had the decency to allow our viewing to proceed before presenting offers to the vendor which is common practice with other estate agents. It’s a shame that Stephen consistently lacked the integrity to take any accountability for his actions and speak/ apologise to us directly, instead this was communicated via a colleague who my partner could sense felt uneasy having to communicate Stephen’s poor excuse for not attending our viewing. It may not seem like a big issue to him but I live outside the area and travel over weekends to see my partner so waiting around for over 45 minutes in the rain when we are already on limited time is not acceptable, more so without correspondence. As a result of the last two weeks, we have found the dealings with this branch to be consistently incompetent and disrespectful. I acknowledge their response below, however would have valued actually speaking to the person responsible to have a discussion on the phone after the event. An apology coming from someone else does not feel sincere to me. Reviewing policies is a good step but does not remedy the situation, we have missed out on 2 weekends and a property we desired.