Alex, I was sorry to learn of your experience on Saturday. Sorry it’s taken so long to respond, but it has taken a while to try and establish what went wrong on this occasion. It would appear that you and we had different times for the viewing in our diaries. This isn’t particularly uncommon, especially with so many calls being made on mobile phones with dodgy reception. Usually, we get around this one way or another. Unfortunately, Emily was under pressure of time and decided to get to the next viewing. She was unable to immediately contact the office to inform them in order that someone could call you and sadly, as a result of being so busy, it slipped her mind and the call wasn’t put in. That we usually deal with this sort of thing better is evidenced by the fact that our reviews aren’t littered with complaints from people about this. I apologise unreservedly for any grief that this might have caused on this occasion. We take all criticism seriously and try and learn from any feedback we receive. I have now made changes to our processes to try and ensure that this doesn’t happen again. I gather that you have found somewhere now, but if my information is wrong, or you need somewhere in the future, I hope that you’ll give us the opportunity to prove that this was very much a one-off. Mike Jones Director.