Hi Yvonne,

I'm sorry that you feel aggrieved but unfortunately you haven't given any context to explain why we needed to follow you up to complete your reference application and not lose the property to someone else. This apartment was listed with us and another agent. Your offer, below asking price, was accepted subject to you completing your referencing application within 24 hours and moving in within 7 days. Unfortunately, some two weeks later you still hadn't completed the application and, rather than choose not to refund your holding deposit, as you'd effectively reneged on the agreement, we gave you the benefit of the doubt and kept in contact with you to ensure you didn't lose the deposit or the property. I'm sorry to see that our efforts here have been completely ignored.

The property is managed by the landlord directly so it is indeed the correct mechanism that they will explain to you how the heating and hot water system operates, although in your property they both simply needing switching on. We're more than happy to help explain how anything works but unfortunately you never contacted us.

In future i'd recommend only offering on a property if you're able to keep to the terms agreed as other agents may not be quite so patient and lenient.