Worst experience I've had with a Letting Agent! Prospect have taken no ownership and the lack of care and service from Callum and Jake(Lettings Agent) is very poor. Made contact to take a 3 bed property on to rent and negotiated a deal, which I was told was agreed by all parties so we got the ball rolling. Callum was good initially until I paid the weeks holding deposit and then all communication was slow, by email only,as he never answered or returned my calls until the end I emailed several times to ask questions about the tenancy which he never acknowledged or replied. References all went through which I was informed by Good Lord, and I was informed to set up all utilities bills which I got organised very quickly. I received email from Gemma to pay the rest of the completions fees of £2000+, to which I advised to send me tenancy agreement first and then discussions were under way with arrangement to pick up the keys. June 1st, 5 days before I was due to move in, with my family(pregnant wife and 2 year old daughter), I eventually got a call back from Callum to get told the agreement has fallen through as the Landlord allegedly accepted another tenant from another agent. I was shocked and appalled to hear this call and even more when Callum said there's nothing he can do and just a poor attempt of an apology. When asked what do I do as myself and my family will be homeless in 5 days, the response was " I don't know". No attempt was made to find out actually what happened, no solutions were offered or alternatives to try and help. Callum informed he heard from the landlord that he accepted another offer from a different letting agent and took no responsibility to inform that, once a holding deposit payment is taken, the property should of be taken off the market by all and anyone involved. This left me in a very difficult situation to find somewhere for my family to live with all our belongings all packed and ready to go. After writing a letter of complaint to Jake, the lettings manager, all I got was another poor apology. No phone call offered. Blame was passed to the Landlord again and no ownership or solutions to help. He advised no tenancy agreement was signed so nothing I can do and no liability with them. I made contact with the landlord, who was a very nice gentleman, who told me a whole different story and how poor Prospect were too. That he was going round and round in circles with them and go no where, which left him no choice but to go elsewhere. He was told the references didn't work out by Prospect which Good Lord told me otherwise as I know my boss completed the reference. He heard nothing from Callum and his calls were answered, deja vu!! Professionalism goes out of the window with Prospect and the intentions are with themselves and their pockets only! No customer service at all and no care to the problems they created and should of helped with! Now I am left with contacting all the utility companies and cancelling Direct debits and trying to get my money back. Avoid Prospect unless you want to be shafted, which is what they are good at!! Property Ombudsman and Trading Standards have been contacted, for your reference Prospect, so you will be hearing from them!