Hello Joanna, I hope you are well and thank you for your recent review. I am sorry that you felt it necessary to write this. I have taken the time to review this chain of events relating to your application to take one of our rented properties and having read all written correspondents between yourself and my colleagues Luke and Iulia I have now been able to make an informed opinion on the claims you have made regarding our service standard. You made an offer to take the property on 22/6/17. My colleague Luke advised you at the viewing that all monies including rent and deposit were payable by the end of June including completion of referencing and signing the tenancy agreement. It is common for us to look to complete transactions for both tenants and landlords within a very short but realistic timeframe to ensure everyone is offered security that the deal has been completed nice and early. Iulia sent an email to you on 23/6/17 confirming this arrangement in writing and making it very clear what had been agreed. Subsequently I understand that you then spoke with Iulia and then Luke regarding payment of this money and completion of this deal and it became apparent that you couldn't afford to pay both the rent and deposit. At the time this conversation came about we had already had both you and Daniel fully referenced and had drafted the tenancy agreement ready for completion. The comments you have made with regards to the tenancy agreement being continually sent to you is slightly inaccurate. We use docusign for sending all of our agreements. Docusign will send you daily reminder that there is a document outstanding for signature until it is signed. When it became clear that you were not going to be proceeding with this application we then voided this agreement for you. I am of course sorry that we were not able to secure this property for you. It is clear that at some point there has been a breakdown in communication and some of this has led to this unfortunate circumstance. I am however clear that my staff have followed normal procedure when processing your application and I am sorry if you believe that any of the staff were rude in dealing with your concerns. It is not typical that any of our staff will be unhelpful or rude to tenants or landlords and I am sure this was not at all the intention. I wish you well with your new tenancy and hope you are settled. Best regards Richard