Hi there, This is Lizzie. Thank you for taking the time to leave your review. On the property reservation form which you signed on the 24th March 2020, it is made clear that the keys are collected from our office (opening hours stated) on or after your contract start date and a copy of your right to rent must be provided for us to witness in person. Following this, an email was sent out to all tenants on the 14th July 2020 with further instructions on moving in, to which it again stated keys are collected from our office (opening hours stated) on or after your contract start date and a copy of your right to rent must be provided for us to witness in person. You have then called this morning, the day you want to collect your keys, stating that you will be arriving at the property ‪at 4.30pm‬. I explained that as the property is not even a 10 minute drive away, this gives you enough time to attend our office before we close and once witnessed your right to rent we are happy to release the keys to you. Giving no reason for any one to sleep on the sofa. This was in fact a suggestion made by yourself, not me. If you had contacted prior to the day of your key collection stating you were having troubles attending our office we perhaps could have come up with an alternative solution to giving you the keys. However, as you have given us such short notice, I have advised that we do not have an agent free to meet you at the property and therefore asked if you can collect the keys from the office as every other tenant has to do. Kind regards,