Hi Tony, We are, of course, very disappointed to see your feedback above. I have spoken with the team looking after this property, and I have been informed that, in this instance, your application failed the references process which is why the landlord decided to not proceed. We apologise for any disappointment caused. The Ashtons Concierge service is a strictly ‘opt in’ service. When prospective tenants click ‘yes’ when prompted via our Portal, the team will only then get in touch regarding this additional service. We have investigated with the concierge team, who did indeed discuss broadband options with you, and once a provider was selected by yourself, explained that the next step would be a secure payment link from the provider directly, to complete once the let was confirmed and a move-in date secured. To confirm, the order cannot be processed, and no contracts are made before the payment link is sent. Our Senior Lettings Associate Colin called in response to your initial review in order to explain the process again and why your application had been unsuccessful. As a gesture of goodwill, a partial refund of your holding deposit was offered. We would like to make it very clear that this offer was unrelated to your review. Ashtons’ upmost priority is building relationships with our clients, and we would be happy to discuss any further concerns you have. If you would like to discuss, please don’t hesitate to get in touch. Many thanks, the Ashtons team.