Hi Rhianna and firstly I would like to say that whilst of course I am so very disappointed and sorry to read your comments and your experience of buying a home be far less than expected, I do want you to thank you for your honesty and transparency, I greatly appreciate you taking the time to let us know how you feel, as without these constructive comments, we could never improve.

On the whole I believe you are right, we put far too much faith in the seller and their respective solicitor, its not our field of expertise, but from this day forward we had already discussed that we would not again sell a property having a split title, until split. The advice given from the outset was this would not be a problem at all, but after months of communication and chasing, as you well know, this proved to be no where near the truth.

I am so sorry though that you never felt unvalued as a buyer, that is so out of context for us, we try so hard not to be estate agents, instead focussing only on customer service and normally excelling in such a role.

I also apologise that you didn't have my full attention, personal health reasons saw me away from the office a lot during the time when you really needed me and again not receive a service customers would normally receive from me.

I hope one day I get the opportunity to show you that we do care and do all we can to ensure all parties involved are happy. Natalie here I promise did work tirelessly to make this all come together for you and would never ever lie, you have my word on this, but we are aware of how the sellers direct communication led to this concern. We are middle people here, messengers if you wish, that have to work to some degree of what we are told being the truth.

Despite the pain and delays, you have found yourself a wonderful property and location, so I wish you many years of happiness in residence there