Dear Pr,

I am a director of Belvoir and the male member of staff with whom you spoke this morning. I apologise if anything I said offended you in any way; this was not my intention.

We always seek feedback from those who have viewed a property which it transpires they do not like, in order that we may try and direct them to an alternative property which is more suited to their needs. By examining in detail an applicant's requirements, we can save applicants the time and trouble of viewing properties that are manifestly unsuitable. In your particular case, you were shown a property a few days ago and remarked that it was too small for you, although, contrary to your comment in this review, you actually claimed at the time to favour the location because of schooling requirements.

Your viewing of the property about which you telephoned today, had already been arranged. It is, however, significantly smaller than the first one you viewed and I was simply trying to point out that you might be better off looking at a larger property we have available in the same area and which I could have shown you at the time set aside for a viewing of the smaller property. As a result of an administrative error, measurements do not appear on one of the floorplans, making an accurate comparison very hard for you. This was something you sadly wouldn't allow me to explain.

I suggest the fact that we maintain accurate records of applicants' requirements and reasons for not liking a property actually points to a letting agent attempting to match applicants with suitable properties to the benefit of all.

We very often show applicants multiple properties and to suggest that we wouldn't be prepared to show you a property because you didn't take the first one you were shown is clearly inaccurate.

I trust this clears up any misunderstanding over our telephone conversation.

Regards, Mike Jones.