Dear Ms Wood, Thank you for your feedback - I have had a chance to review our records and I can see that you wished to view a property on Castle Hill Avenue and you spoke to our Branch Manager. Speaking generally, before booking a viewing with any prospective applicant we always ask a series of questions which establish whether you are likely to pass successfully through referencing. The benefit of this is that we don't waste anyone's time and we certainly wouldn't wish to refer a customers application to our referencing company knowing that they weren't going to pass. Applicants who do not pass referencing lose their application fees and it is our policy to try to avoid this outcome by vetting people thoroughly at the outset. I realise that this must be disappointing and we apologise for any inconvenience caused.