Prospect Estate Agency
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Unprofessional Conduct and Mishandling of Property Viewing – Prospect Estate Agent, Reading Branch
Subject: Unprofessional Conduct and Mishandling of Property Viewing Dear Sales Manager, Prospect Estate Agency – Reading I am writing to formally raise a serious concern regarding the unacceptable handling of my recent property viewing and the unprofessional manner in which the follow-up communication was conducted by a member of your team—Luke (possibly Lee). I had a confirmed viewing scheduled for 360 Tilehurst Road, RG30 2NG on Saturday at 13:00. Due to an unforeseen road accident during my journey, I contacted your office to advise that I would be approximately 10–15 minutes late. I had already traveled more than halfway through a two-hour journey at that point. Luke initially hesitated but agreed, after some discussion, to speak with Beth (the viewing agent) and confirmed back that a delay of up to 10 minutes would be acceptable, beyond which Beth would need to leave for her next appointment—which I completely understood. Shortly thereafter, I was informed by my cab driver that further delays of 5–10 minutes were likely due to continued traffic issues. I immediately called back to inform your office and requested Beth’s contact number so I could keep her updated directly. Luke declined to provide her number citing privacy concerns, which I respect. I then asked if we could be shown the property later the same day should we miss the current slot, even offering to wait in the area for a couple of hours so as not to disrupt other scheduled viewings. Despite my efforts to proactively communicate and offer reasonable solutions, Luke was inflexible and made no effort to accommodate or offer alternatives. Following this disappointing experience, I submitted feedback through your website. The next day, I received a call from Luke. Unfortunately, his tone during this call was dismissive, condescending, and entirely unprofessional, suggesting that I had been dishonest in my feedback. He appeared more concerned with defending his position than listening to or addressing my concerns. At no point did he acknowledge the inconvenience caused or offer a rescheduled viewing. Instead, the conversation left me feeling accused and disrespected. While I fully appreciate the importance of punctuality and scheduling, what I encountered was a complete lack of empathy, flexibility, and professional courtesy—particularly concerning given the effort I made to keep your office informed and to propose constructive solutions. I expect this concern to be taken seriously and addressed appropriately. This is not the standard of service one should experience from a professional estate agency. I also expect a formal acknowledgement of this and to be informed of any steps taken to ensure such issues are not repeated in the future. Thank you ! Further Update – Ongoing Disappointment and Possible Breach of Conduct Following my previous review, I followed up today ( Thursday) to reschedule the property viewing that Prospect Estate Agent had originally promised to arrange. No one from the agency had contacted me to do so, despite assurances since Monday. Now I’m being told that because an offer has been made, they can’t arrange a viewing — even though the offer hasn’t been accepted by the seller, and the property is still showing as available online. This feels less like standard procedure and more like a personal vendetta in response to my earlier, honest negative review. I’ve now been told that if the seller doesn’t accept the current offer, my details will be passed to the front office to arrange a viewing. So I’ll wait and see — but if nothing comes of it, I’ll seriously consider raising this issue with The Property Ombudsman or the NAEA, as Prospect’s behaviour appears to be in clear breach of their code of practice.