We understand its disappointing when you are refused a property due failed referencing but, we have a duty to protect the landlord and property. All occupiers must be referenced as part of our referencing guidelines. We also have to abide by rules set forth by our insurances, the landlords mortgage lender & buildings cover. Due to the multiple red flags during referencing, we were not able to offer you the property. Despite your email and explanation of your circumstances, which was copied to both myself and Chris our lettings manager, we couldn’t proceed with the application. The explanation you sent wouldn’t have been enough to appease the lenders and insurers as they will only honour their cover if we can provide passed referencing documents to them. I am sorry you feel the staff were rude on the phone, but i cannot see any evidence of wrong doing by my team. Ultimately these situations can be fraught with emotions running high and things can get misconstrued. As a director, i do not get involved with the day to day lettings and referencing of tenants. This is the responsibility of the lettings team and as you had already sent the email to Chris in that department, i felt he was best to correspond with you. I do sympathise with your position and that of many others similar especially at this time of year. I hope you and your family find a suitable property soon.