Thank you Lisa for taking the time to leave your review. We pride ourselves on providing customers with a high level of service, we have therefore taken your comments and feedback very seriously.

Firstly, we are sorry your first email stating your disappointment at losing the property was not picked up immediately. This email was sent to our office account, which is checked regularly, but unfortunately got missed on this occasion. We have now implemented a new system for monitoring this account to ensure emails do not get missed in the future.

We acknowledge your disappointment at losing the property and, in our subsequent emails, we have tried to explain the circumstances surrounding this situation and why the decision was made to work with another tenant.

As agents acting in the best interests of our clients, in this case the landlord of the flat, we are compelled to inform them of all interest and offers received on their properties.

You have suggested here that we acted unprofessionally, you have also stated in your emails that we acted dishonestly. We can assure you this is not the case. You also suggested that we continued to show the property after you. We can assure you again, that all viewings took place on the same day, when the landlord met with everyone.

We fully appreciate it is frustrating for you that the decision was made by the landlord to run with another tenant. However, this decision was made within 24 hours of the landlord initially accepting you as tenants, and before requests were made for holding deposits to be placed or paperwork issued.

As we explained, the chosen tenants were viewed by the landlord as representing a stronger proposition, being able to pass the referencing process.

We are very sorry that it did not work for you on this occasion, but wish you all the best with your property search.