I am sorry that you have felt the need to place a review concerning a situation that arose over the weekend. Having investigated the issues raised, whilst I can fully understand your frustration at not being able to get into your flat on Sunday after returning from holiday, I feel that Tracey Brooks did everything she could to resolve the problem as quickly as she could. The issue resulted from cleaners attending on Saturday who were instructed NOT to lock the bottom lock but unfortunately they did. On Saturday and Sunday we operate a 24 hour emergency call out as our offices are not open from 4pm on Saturdays and this information is given to all tenants when they move in. However Tracey was keeping an eye on her emails even though she was attending a family event and as soon as she picked up that you were not able to gain entry, left the event and came into the office to get the management set of keys and meet you at the property so you could get in. As mentioned above, I fully understand your frustration but I am afraid the tirade of abuse that was given to Tracey was not justified as she had gone over and above to assist you. Email trails confirm that you were aware that works were being carried out while you were away so it should not have been a shock to see unknown people in the flat. We would, however, apologise as the bottom lock should not have been put on by the contractor which caused the issue and we will work to resolve any other outstanding issues as soon as possible.