Thanks Rebecca, We are very sorry to hear about your experience while moving in to one of our properties as we never want our tenants to feel this way. However, we would like to clarify some of the points you have raised. With regards to the team not knowing you were coming to collect keys, this was not the case, we just weren’t expecting you to arrive as early as you did as you said you could not meet the check-in clerk at the property, but you arrived while the clerk was still in the property and had not dropped the keys back to us. We straight away spoke with the clerk and had the keys to you within 10 minutes. With regards to the clean, the property had been professionally cleaned and we had sent the cleaners back in before your move in to sort some parts of the property that needed going over again. The landlord did even go back in to check he was happy with the clean. However, we understand that after some furniture was moved there were some areas that needed further attention and this was sorted by the cleaners straight away. As you know, we took your review extremely seriously and in order to make sure your experience going forward matches the other 5 star reviews we get, we have given you direct access to senior management should you need to contact us.