It’s disappointing to see this review, as we always strive to provide excellent service. Given that there are two sides to every story, I’d like to share some context. Out of the thousands of clients we’ve worked with, I cannot recall us ever being “full of ourselves” or “lazy.” We work outside of regular business hours—at least six days a week—to support our clients. Here are the reasons we decided to remove your listing from the market: We secured a reliable family who passed all references, and you were aware from the outset that a gas safety certificate and an EICR were legally required for all rental properties before we could complete the check-in process. Unfortunately, their deadline was missed due to the lack of these certificates, and they ultimately withdrew. Although we offered to handle the certificates for you, you preferred to use your own contractors. There were also ongoing issues with keys. Instead of providing us with a set to allow easy access to the property, you expected our agency to collect and return keys at place of work for a member of your family. Even when the tenants were ready to move in, your father refused to provide more than one set of keys for three adults, citing the cost. This level of access is standard practice and has never been an issue for the many landlords and tenants we serve, regardless of the type of keys required. Lastly, we chose to withdraw due to the inappropriate emails you sent to our 18-year-old apprentice. She is a valued team member who genuinely cares about her work and does not deserve to be addressed in the manner you used, including calling her “useless” in several emails this afternoon. We have a zero-tolerance policy regarding workplace respect. Thank you for your time in reading our response.