This matter has now been dealt with, and I appreciate the prompt and professional manner in which Tristrams responded to it. We were due to move into a property only to be told one week before that we can’t as the tenants have now decided not to leave AND the landlord had died, this was really bad luck and timing for us at this point our entire house was packed to go, given work notice and was ready to go (this was a 100+ mile move to another city) Tristram made a good effort to find another property for us however this property had only 5 photos and I asked several times for videos of the property and more photos as living over 100 miles away with a newborn and young child I couldn’t get there to view it. I was promised videos and photos which I never received, but was satisfied with the 5 photos on the website and planned to view it as soon as we were able too. The property wasn’t available for a couple of weeks but we had already given notice to leave our current property so we had to leave. We had to put our stuff in storage and stayed in a friends room, I went to view the house and was really shocked as the the house looked nothing alike to the photos, the biggest issue being the garden as it was a safety hazard. There were no photos of this so called ‘garden’ on the website or provided to me so this was the first time I saw it, I immediately went to Tristams and told them it was unsuitable and unsafe and I would not be moving in and that they need to find me another more suitable property. I was told if I want another property we now have to re apply and be re referenced which wasn’t possible as since my partner gave notice at his old job to move to the first house he wouldn’t have a work reference so we wouldn’t be accepted anywhere. They sent back the deposit money after deducting £200 from it and I was told I should’ve viewed it before hand despite explaining my circumstances multiple times I can’t do that living 100+ miles away with no transport etc and asked for photos and videos multiple times. However now after speaking to a member of the team now 2 months later I can confirm these funds have now been returned to me in full, received an apology and staff will be spoken to, to ensure that something like this doesn’t happen again. I am happy with the way this was dealt with.