We can clarify that there is no criminal check required, there are two options for referencing, either through a third party where a cost is involved to them or alternatively you carry out your own referencing and supply our company with it. It is the norm for some form of checks to be done to ensure that a tenant is suitable and the affordability is there. All potential tenants are required to supply these details. With regards to the phone calls, we can confirm that all tenants to enquire by phone or email are responded to. On the matter of other tenants, if there is no deposit or references in place for a property then it is offered to tenants on a first come first served basis and therefore the other person was able to view the property prior to your availability and progressed forward to placing a deposit and references and therefore your viewing was cancelled. All applicants details are entered in our system and therefore with you offering your details to Chris again, he would have taken them as a double precaution to ensure that they were indeed in the system. We are sorry that you feel that we lack customer service skills and we will look into some of your points to see if there is any area we can improve on. Regards Mrs R Anderson