You have raised some very understanding points . Compared to the experiences I have had with other letting agencies, it was definitely lacking. Other agents kept me completely up to date daily, even if it was just to keep me aware I was in the loop, where as with yourselves it was one week and nothing, and then another week before anything else. It didn't change the fact that in the time of your viewing and hearing anything substantial, I managed to arrange and complete to agreement 3 other properties. Nobody informed me the landlord was on holiday, and I feel this does not excuse a lack of even notifying me when this was discovered. This needs improvement for what you demand of applicants. Which on that note, your paperwork was confusing, to the point I had to purposely respond twice that I was not agreeing to the text provided because it wasn't at all apt for the situation, and 5x more effort than any other agency. This extra effort would not be a problem if the above points did not make it seem so much take for little give. You are correct however that when you are prompted and stirred, you did rise to the occasion. The video tour was an excellent touch, and the landlord themselves is the cause of many issues, not yourselves. Overall, you were okay. Far from the worst, but not enough for me to recommend. With work and more communication with your landlords and clients however I think you could do much better.