Firstly we are sorry that you feel disappointed with the service you have experienced via Prospect , it is of course not our intention to deliver an unsatisfactory service.

I can assure you that if on leaving your property we had been aware that we had caused any damage to the lock that we would had made you aware immediately , rather than waiting for you to find out when returning home from work. Of course if this is something we have caused then we would be more than willing to contribute to any costs that you have incurred in fixing the problem and we can only apologies that a member of staff was not able to meet with you at the property to assist with the lock , all available staff where on appointments at the time , although the branch manager did make contact after his final appointment of the day at 8:30 PM to offer his assistance if it was still required.

When marketing we use the photographs which best represent your property , not to hide certain photographs. Unfortunately Google maps do not allow us to move street view to a particular point , which can be extremely frustrating but we tried on several occasions to rectify these issues for you , which led to your property being taken offline for a short period , we agree that this was not beneficial as neither of us gained from the property being offline.

It is at times difficult to guarantee that all accompanied viewings and contact you have with the team will be via by the same member of staff , especially on a week end , unfortunately following our open house there had been several viewings we arranged who failed to arrive. Which has on this occasion lead to miscommunication between you and the team.

The ASA has written to us confirming that the letter we sent out was not misleading, but we are sorry if you thought it was.

Again we would like to apologies for any frustration caused and we will continue in our endeavours to progress your sale , as well as wishing you the best of luck with your onward search.