PLEASE READ ALL THAT I WRITE - THERE IS SOME GOOD !! Overall I hadn't been very impressed with the service from Robert Ellis. Too many times I was promised that they would chase up something for me and ring me, but then never ring. When I queried this they said 'there was nothing to tell you'. There needs to be much more focus on communication and customer service and that in its turn would limit people chasing you. By not updating me, I was being led to assume that nobody had bothered to do anything and this was causing me a high level of stress.. Where I work, one of the interview questions most likely to occur in an Admin type role is 'what would you do if you are unable to provide information requested'. The answer expected is 'I would contact the person to let them know that I was still trying to obtain the information'. I had explained that with severe illness and death of both parents in the last couple of years I have (stressfully!) bought/sold 6 properties and am trying to deal with the after effects of the events of these years.. Inadequate service from nearly all professionals involved meant that I had learned that in order to get a response and to progress the transaction I needed to become 'the squeaky wheel' ...the most annoying person. I didn't want to do this, but silence from the team made me do it. I knew I was being annoying - and I made the team aware that I would continue to do so if I didn't get responses when I expected them. I'm paying them, after all. That said, both Karrianne and Louise were always cheerful when I spoke to them. This changed when I 'met' Holly Torr. Holly seemed to understand what I needed and, to her, I stopped being an irritating customer and became a client and a person who needed support with the sale and subsequent purchase. She kept in touch, getting back to me when she said she would, and vastly improved my experience. Thank you so much Holly, you saved my sanity.