We are disappointed by the tone of the review that has been written . We would like to address the points raised by stating that fees paid by prospective tenants are clearly stated on the Lettings Requirement Sheet supplied to them at the outset of the tenancy process . This document clearly outlines the process and does request prospective tenants to make us aware if they have any concerns before paying their fees or submitting their application. Once an offer has been accepted and the admin fees received then prospective tenants are provided with all the relevant information they need outlining the reference process and what will be required from them. In the event that a tenant fails their referencing, then a landlord may look to accept rental upfront or wish for a Guarantor application to be submitted. In this event both prospective tenant and Guarantor failed the referencing and subsequently the landlord instructed the agency to remarket. All applications are dealt with in a professional manner in accordance with our membership of the Property Ombudsman Scheme . Our staff always try to be helpful and informative. It should be borne in mind that it is the landlord who owns the property and ultimately it is their decision if they wish to proceed with a tenancy or not. The landlord on this occasion did not wish to proceed further due to the unfortunate results of independent referencing.