Good morning Tammy and thank you for taking the time to leave us a review. As a business, we always take customer feedback very seriously and look inwardly to see how we can improve our service levels. Having looked at your case, I can see that you had previously applied for a property a number of months ago and where not accepted for this. Our policy is too keep applications on file for 28 days (in line with our GDPR and AML policies) after this period of time has lapsed then a new application is required. When you recently visited the office with your partner and we advised you of this, sadly you were not happy that new documents were required as you stated you were unable to access them. During this conversation, our colleague also discussed your personal circumstances and advised that a guarantor would be required (for that property), again you were not happy about this and decided to leave. Having reviewed the interactions, I believe that our team have acted correctly and have been transparent with you in line with our polices and procedures. We do understand that your need for a new property was rather urgent and that this would make the situation stressful to you. Sadly there is a shortage of properties in the rental market currently that has clearly impacted on your situation. We do offer our best wishes and hope that you have been successful in finding a new home. Kind regards, Lovelle