Thanks for taking the time to post a comment, albeit, as you say, mixed.

It's hard to offer a direct response because we do not know the tenant/client involved, and the circumstances don't reflect either our policies or experience - we'd certainly have no problems in sending and receiving contracts by email/post/scan, so perhaps there was some misunderstanding at work, here. We do, of course, respond to calls and emails as quickly as possible, so again this might reflect a failure of messages to get through from one side or the other. Sometimes - though again without knowing the circumstances we can't be specific - we do have to follow directions and instructions from our landlords, who after all are the people to whom we have first responsibility and whom we are acting for, especially before a tenancy agreement is signed and the tenancy commenced. This might also explain some of the issues flagged here. We'd welcome a direct contact from the tenant so that we can review our case notes and policies.

It is, though, refreshing to hear that the tenancy itself was managed efficiently, with all problems resolved quickly, and with an effective and prompt handover and return of the deposit. I'm sure prospective tenants and landlords will be glad to know that our management of the property - their home or business investment - is conducted smoothly and without problems, even if the commencement of this individual, isolated tenancy seems to have been a little laboured.