Thank you for taking the time to leave a review, perhaps a formal complaint would be more appropriate however I am happy to respond publicly as you wish. With regards to the day you checked in to your property. You had arranged to be in our office at 10am to sign your paperwork, pay your initial monies and collect your keys. The team had been trying to contact you all day to find out where you were and when they finally got hold of you at 4pm you advised you were half an hour away and would get to the office when you can. You were advised at this time that our office closed at 5.30pm and the check-in process takes approximately 1 hour so if you were going to be later than 4.30pm you would need to rearrange your check-in for the following day. You arrived at the office at 5.30pm (when the office was due to close). You were unapologetic even though it was explained to you that both staff members needed to leave the office promptly (for your information to collect their children from child minders). You were both advised that you needed to sign the contract as it was the same copy that had been emailed to you, instead you insisted on reading page by page (15 page document plus, deposit information, how to rent guides and welcome information). The staff did not leave the office that evening until 6.30pm meaning they had to pay additional child minder costs which Northwood as a company ended up paying on their behalf. So if they appeared stressed then I can assure you that they were, now that you are parents perhaps you can understand why. With regards to the issue with the roof, as you were advised on many occasions, this was the responsibility of the block management company - neither the Landlord or Northwood were permitted to organize any repairs. We kept you informed at every step of the way and even provided you with the block managers contact details so you were able to contact them directly for updates. With regards to the check-out, as explained in the check-out letter the staff member needs 1 hour to perform the check-out and you are invited to meet an hour later to discuss through their findings. This is common practice as the check-out must be performed impartially. You however arrived at the same time as the check-out clerk meaning you had to wait until the check-out was completed. With regards to the viewings, we have records of texts and telephone calls being made to you either confirming or cancelling viewings so I am unable to comment any further. Perhaps you could email crawley@northwoodwooduk.com to advise of a specific time and I could advise if a call or text message was made as all of our texts and phone calls are recorded and logged so it would be quite simple for me to check this for you. If there is anything else you would like us to investigate please email crawley@northwooduk.com