Dear Clio. I have reviewed your comments and spoken to our staff. We were late to your first viewing, however you did speak to a member of staff who advised you that my colleague was on her way. Her previous viewing ran late which had a knock on effect on subsequent viewings. This can sometimes happen, and although not ideal, we try our best to be prompt. When traveling in London this can be difficult, however we apologise for any inconvenience. Student properties are often in high demand, especially at this time of year. This can result in us receiving multiple offers. In this scenario an applicant may raise their offer to try and secure the property and therefore it is only fair to allow each party the same opportunity. With regard to asking for rent in advance, the Negotiator suggested this as an option to you to make your offer more attractive, and not a condition of the tenancy. I would be happy to publish the email she sent you/ben as it's very clear. The "rather large deposit" you referred to was the equivalent of 5 week's rent, which is standard and in line with current regulations. The "sub par property" property you refer to was redecorated a year ago and has a fairly modern kitchen and bathroom. Why would you place an offer on a property that you clearly feel is below your expectations/standards in the first place? The reservation fee was returned to you within a few hours of us receiving it, which I don't think is unreasonable. Your boyfriend repeatedly swore at my colleague, was aggressive and generally unpleasant. While I understand being frustrated at not getting the property or the process, acting in this way is unacceptable. For any property that you rent you will be asked to pay a reservation fee, followed by the balance before you move in, this is also normal practice. Jonathan Keegan