Hi Iggy, Thank you for your feedback. Please be advised, we take the handling of all documents very seriously and are constantly reviewing all procedures and looking at ways to improve our service. I believe you visited the office earlier in the week to borrow keys as you had locked yourself out of your bedroom. Although we do not manage your property and therefore all contact would usually be between yourself and your landlord, the team advised that if you could provide the office with your ID we would be able to lend you our set of keys. The above is an example of one of our procedures in place to protect our tenants. As we let to over 2,000 tenants over Nottingham, unfortunately it is impossible to know of every tenant and therefore we require ID before we are able to release keys. This is in no way to appear unhelpful but instead to avoid jeopardizing the safety of our tenants. Regarding the mold, damp & plumbing, as mentioned above, unfortunately as we are not the managing agent we have no involvement or control in the running of the property, this being said, we can try to advise on certain issues so please do not hesitate to contact us if needed. Without further information, I am unable to give you an overly informed response in regards to the viewing you had with us in December 2016. Although we confirm all viewings on the day, after this we are unable to control whether all groups attend their planned viewing. Best wishes Jodie