I am writing to complain about highly unprofessional behaviour from one of your team members, Tatiana, today.

After messaging and calling me non stop (despite me making it clear that I was in other viewings and needed to concentrate), she then claimed she needed to reschedule as I hadn’t answered her questions (which I had already filled out in my initial email request yesterday).

I told her we could not reschedule as, as she is aware, we have back to back meetings all day. However I did take time out of another viewing to re-send her the answers to all of her questions, at which point she said our initial meeting time of 1pm was fine.

She then continued to harass me with phone calls and texts, asking further questions which I had already answered, and telling me that she was not going to “waste her time” meeting us if we weren’t suitable for the apartment.

Again, I re-sent my answers to her questions, though at this point it felt clear to me that she did not want to attend the appointment and was trying to think of an excuse to cancel. She confirmed again at this point that 1pm was fine, and we headed over to the property.

My husband and I arrived at the property at 12.30, and told her we were waiting outside and would see her at 1. She replied saying she would see us then.

At 12.45, she texted to say she would need to push to 1.15. I told her that we would only be able to meet for 5 minutes as we had another appointment in the building at 1.20, but otherwise that was fine.

At this point she cancelled the meeting altogether, saying she was 30 minutes away and too busy to fit us in.

It is entirely unprofessional that we were cancelled on 15 minutes before the viewing, and her attitude all morning has been unacceptable, rude and with constant bombardment. We have met with 5 other agents today and not one has sent me any other messages prior to meeting. Tatiana has sent me 19, and 4 phone calls in one morning. She is unprofessional and has put me off the whole experience of renting through your company.

- Hannah Rasul Allward