Dear Beth, Thank you for your feedback and I am incredibly sorry that you feel you have had a bad experience whilst searching for a new home. Unfortunately in some cases gaining access to some properties that are tenanted can be difficult. As in this case, if the tenant call us on the day of the viewings and requests for the appointments to be cancelled, we do need to abide by this and respect their request. I have searched through all of your enquiries and your application screen and cannot find a request to be contacted via email as opposed to telephone but I am sorry if this was mentioned and not documented. Once you had advised us you had found a property, my colleague wanted to give you a quick call to see how everything was going and to see whether you would like us to remove your details from our database. This is something we will do with all applicants that advise us they have found a property, as in some cases applications are not successful. We take customer feedback very seriously at Intercounty so if you would like to discuss this further, please do not hesitate to contact me on reeceknight@intercounty.co.uk. Kindest regards Reece