Thank you for your time on the phone earlier. Im very sorry that you are still to receive a second set of keys for the apartment and for the inconvenience that this has caused since your move-in. Also, I agree that it is not reasonable for you to have to collect keys from our head office which is some distance from the flat. We are arranging for keys to be couriered to our Islington office for you to collect today or we will deliver them to the apartment as discussed. I apologise that your experience renting from Cluttons has been negative owing to this problem.
We will ensure that after this issue is resolved the remainder of your Tenancy is smooth and straightforward.
On a more positive note, I'm pleased to hear that you found Joe Ricketts very helpful.
Many thanks, Chris.