Dear Kevin,

Thanks for your time earlier today. I am sorry that we were not able resolve your complaint in full.

We check in between 30-80 tenants per week and whilst our service levels fell below your expectations, thankfully the vast majority of our tenants have a great experience. That being said, the fact that you're personally not happy does matter to me. It is with that in mind that I'll be reviewing our procedures to see how we can improve our communication in these instances.

As discussed during our phone call, I accept that communication should have been better from our side on certain aspects and there are lessons we can learn from as a company.

That being said, for a balanced viewpoint on what happened, I feel that it's important that I am able to point out the following.

1. You were advised that the landlord had instructed us to re-advertise the apartment well over a week prior to the move in date.

2. The full referencing information was only supplied on the actual morning for when you were hoping to move in. Kas had asked you to sign into the Goodlord referencing program. Upon doing this, Goodlord sends out a request for applicants to fill out their full referencing details. I accept that Kas could have explained this further however generally the prompts that Goodlord provide are sufficient for our applicants for them to submit the information.

3. No agency can turn around referencing within one morning so I believe this expectation is unfair.

4. We did what we could to save the move in and for it to go ahead as normal however the landlord's decision was final.

You should have been notified immediately when the landlord decided to proceed with another offer and for this I'm sorry. My colleagues had thought you were no longer interested in the property due to the inaction for 2 weeks though clearly a follow up call and email should have been made to advise you of the landlord's decision.

I wish you all the very very in the future and I hope you find somewhere else quickly.

Best Regards,

Dan