Dear Mrs Robinshaw, it was great to speak to you yesterday. As I explained on the call, it appears that we had an incorrect mobile number for you and that you had not received the Covid health questionnaire. As we explained when the appointment was arranged, we require all viewings to complete a health questionnaire prior to an appointment being confirmed due to the current climate and following government guidance. Once that is completed we confirm the viewing by text. As we had not received the health questionnaire, the viewing was not confirmed and the confirmation text was not sent either, which was why the agent was not there at the arranged time. We did however following your call, try to fit you in around our diary for a quick visit but due to a full day off appointments we were not able to give you as much time as we normally do. We now have the correct mobile number for you and I have sent a health questionnaire to show you how our system works. As discussed in the call, I look forward to welcoming you back to the house for a second viewing soon. We are really sorry you had a bad experience and hope that our explanation has helped rectify the problem.