Overall, the experience with the Estate agent during a recent property transaction did not meet expectations due to issues with communication and case management. The overall attentiveness level was inconsistent. Other local estate agents provided more proactive updates and information throughout the process. A problem arose after completion day concerning the lack of keys. When assistance was requested, the matter was considered outside the agent's responsibility. This lack of support was disappointing. Other agents within the chain provided more comprehensive and timely information. A formal explanation of the agency's policy regarding the key handover process on completion day and an acknowledgment of the communication shortfall would be appreciated. This feedback is intended to help improve the experience for future clients.