When dealing with enquiries we ask questions to ensure that prospect applicants pass our referencing criteria. One of our main criteria is affordability, which is a test to see if a prospect tenant will be able to afford the rent. Before processing an application, we ask prospect tenants to view the property they are interested in, as all properties are taken in the state and condition they are viewed; this avoids any misunderstanding, disappointment or disputes when a successful applicant moves into a property. If a tenant fulfils our affordability criteria and has viewed a property, we will accept and process an application, which is what happened in your case. Please note that processing an application does not guarantee approval. Due to COVID-19 we inform all applicants that application forms must be filled in before attending the office, this is to limit the amount of time mixed households share the same space. When you arrived at our office Joanne asked if you had filled in the application forms, to which you replied yes. It then become apparent that you had not filled the forms in. After you spent just over one hour in our office Joanne explained that our office was due to close. Joanne had an out of office appointment to attend and there was only one other member of staff in the office (Mark). Our lone working procedures do not allow staff to work unaccompanied with customers in the office, this was clearly explained to you. Our office opening hours on a Saturday are 9am to 12pm, again we make this clear to all our customers who attend our office. We received several applications for this property, including yours, all of which passed our referencing criteria. After providing the applications to the landlord he decided to proceed with another application.