Dear David, Thank you for your review and thank you for visiting the office recently to discuss this. As we have explained to you and your fellow housemates, the tenant swap procedure that you are referring to did indeed take longer than ever anticipated however this was through no fault on our part. Due to the inaccuracies from your fellow housemates regarding guarantors we encountered issues that could have been otherwise avoided. As you are aware the summer season is extremely busy for letting agents, so whilst we are sorry we that at times we were unable to respond to every telephone call received from your party, it is wholly inaccurate to suggest incompetence in this matter and certainly not when it is borne out of frustration with the process we follow. It is equally inaccurate to suggest a lack of trust would exist in this case. Time consuming it might have been but the swap was completed successfully. We follow this process to ensure the swap is done properly and that our client is completely protected at all times. It is fair to say that the process involved in tenant swap is not overly straight forward and it absolutely becomes more time consuming when more that one person is involved in the swap, such as in the case of New Cross Road. Clearly it is and has never been our intention to delay matters as we are equally as keen to brings things to a satisfactory conclusion as quickly as possible. This is not always possible. We wish you all well with the remainder of your tenancy. Kind Regards Martin & Co Oxford