Firstly if there was a complaint to be had then you should have processed this through the right channels. The property is advertised with no garden, tax band B and a small dog would be allowed with double deposit. You firstly viewed the property on Friday evening and then you wanted to book a second viewing which was booked for the Tuesday. You asked about the pets before we booked the second viewing as you said that you had a Degu (similar to a hamster) and we found out from the landlord that he would only take a six weeks deposit for the Degu. Later on your application form it showed that you had three Degu's.

The person that you meet at the viewing was Susan she was held up in the office on the telephone for ten minutes and then you called so Susan came straight over to the property which is on the same estate as our office. Susan was very apologetic on meeting you and you were then shown the property at your own pace.

I would recommend that tenants do also conduct their own research on properties and the area etc. before pursuing the property as this is going to be your home for at least six months.

When you called in to say that you would like the property your partner spoke to Susan and because you wanted to wait until a few days to come in with the money she advised him that you may miss the property as it can only be taken off once someone puts the agency fee down. Your partner was happy with this and then called back later during the day and decided that he would like to pay by card. Our agency fees are one of the cheapest in this area and we do not charge contract, inventory fees or for contract renewal every six months. The agency fees cover the credit checks and referencing that we do on each individual over the age of 18 years old. This fee is non refundable if the tenant pulls out and you were informed of this.

When the office spoke to your partner regarding that your agency checks had come back saying that you required a guarantor to pass. The agent tried to explain the process of how it works from our point of view acting on behalf of the landlord, you partner then passed the telephone onto yourself as your partner was not understanding. As soon as we spoke to you, you understood completely why you needed a guarantor and the fee that this entailed. You then said that you would ask your father if he would stand as guarantor for you and get back to us. Not at any point of the conversation were you not allowed to finish your sentence or showed any anger regarding the situation.

You then called back later in the day and said that your father would stand as guarantor and would like the information with regards to the application form sent to him before you put the fee down. This is not company policy but the application and guarantor deed were sent out. You then called back later and advised that your father would like to see the tenancy agreement before you put your fee down. Again this is not company policy but we raised a contract and sent this over. All of these jobs take a lot of time but we were happy to accommodate. We were then called back and the guarantor agency fee was placed.

We advised your partner that we were waiting for a reference to come back and asked him if he could chase this for us. We also advised your partner at the time that this was just to tidy the file up and would make no difference to you getting the property as you were using a guarantor. We still need to get all the paperwork together.

We drew the contact up with your partner and set a date and time for Friday 1st August 2014. We then sent a contract out to you with this date on. Your partner then called back two days later and asked if you could move the move in date forward for a month as you were having difficulties. Your partner was advised that we can only hold out a property for up to one week only so we arranged for the move in and time in the diary for the Saturday after. We then had to draw up another contract with the new dates on and emailed this to your partner.

Your partner was then called a couple of days later asking if he had received the contract and when we would be expecting this to come back to us. We were then told that you would not be signing the contract. Your partner was then asked was there a reason that you were not going ahead with the property so that we can advise the landlord and inform him that his property is back on the market and your partner said that firstly you had found something that was more suitable for your needs and secondly your partner felt that he had been rushed into everything. We advised your partner that he was not rushed and this is how the process of letting works, we then wished him all the best in his new property.

We do wish you well in your new property!