Hi Natalie, I am really sorry to hear that you are disappointed at the landlords decision not to proceed with your application. The landlord confirmed this morning they wished to go with another applicant and when you called a short time later we advised you of the Landlords decision. I've looked at the timeframe of your enquiry where we contacted you on 3rd January and I see you were booked in for the next available appointment which was Monday 6th January. The original enquiry through Rightmove came to us on 27th December and we have notes on file that you were called by us but we could not get through to you and would only be able to leave a message asking you to contact us. I don't feel that is unreasonable in terms of timescale and in terms of your comment re the journey to Bo'ness I would not see a member of staff passing that comment, in fact we are in Bo'ness most days, that's never an issue nor would a staff member take distance into consideration when booking an appointment. I'm sorry you feel the communication throughout the process was not as you expected but in fact from you handing in paperwork on 7th January we would have advised you it takes us several days to do relevant checks and pass information to the landlord and get a decision on all applicants. I do not think from 7-10th January there is anything we could have done quicker. Once we had the Landlords decision we will then notify other applicants that they have been unsuccessful and this morning you called before we were able to call you. We do not normally call other applicants for a few hours until we have in writing from the successful applicant confirming they are happy to proceed. I hope that helps clarify the situation and also hope you are successful in finding a new home. Please don't hesitate to contact me at the office on 01324 671477 if you wish to discuss this further or need any points clarified. Regards Anne Johnstone. Managing Director