We are currently searching for a house in the Kingston area of London and arranged a viewing through Charlotte from Dexters. We were delayed by traffic and, as soon as it became clear we would be late, I called the office to let them know we were likely to be around 15 minutes behind schedule. In the end we arrived approximately 30 minutes late and had missed the agent. What I find unacceptable is the agency’s response, placing all the blame on us and insisting that we should have called again to update them about the longer delay. While I recognise that we were late, we are still the clients and should be treated with a basic level of care and professionalism. At the very least, I would have expected Emily to call and inform us that she had other viewings and would not be able to wait, rather than there being no contact at all. That lack of communication feels unprofessional, particularly when you are in the process of trying to buy a property and reasonably expect decent treatment.