Hi Ellen, thank you so much for your feedback. We have looked back and analysed if we could have done anything differently, although when you visited our branch to collect the keys I think you understood that our team in Eltham did everything in our power to help you. Unfortunately, the landlady changed the goalpost last minute and that was totally out of our control. Despite that, we did everything in our power to secure the move for you and your family and negotiated a reduced upfront payment that would allow you to still move in. I don't know if you had the opportunity to analyse but before you left your review we were the only agent with 5***** rating in Eltham, that shows that we genuinely care for our clients, whether they are tenants, landlords, sellers or buyers. We do appreciate that your process was stressful but we were as stressed as you were and we did everything in our power to move you in. Our office number is 0208 850 1101, feel free to reach out and speak with our local team if you need us to assist you with anything property related. Regards, Branch Manager Filipe Dias