Dear Mandy, our job involves lots of outside valuations, appointments, property visits and so on. We have a very very high volume of calls per house (30-40 enquiries) when only one person can rent or buy the house. It’s impossible for the staff to catch every call but if you leave a message we will get back to you. We also have an expensive software that allows you to book viewings when you make an online enquiry. You get an email and text asking you to book onto a viewing yourself. On Saturday, we are open till 1pm on appointment only due to most of the day spent at viewings and actually selling or renting the houses for our clients the sellers or landlords. If your call was just a general enquiry, then I’m sorry we couldn’t get to you. This week was half term holidays so we had some staff holidays and the rest of the staff sacrificed lunchtimes and worked extra to pick up the unending calls. I also called back every message to find many callers didn’t pick up their phones.