Please be aware that this review is written in response to the current IT outage and the way PPL has communicated with their customers. Prior to this situation, I was very happy with their service and found my two conveyancers ( Usman Siddiqui and Rachel Fordham) to friendly, efficient and hard working. Equally, since this system outage has happened, I have always been able to contact the company and speak to a member of staff who have done their best to answer my questions. And there in lies the issue because no one can tell me what is going on, what to expect, and more importantly, some idea, however rough, of time frames involved. I have tried very hard to be generous and to understand that maybe there is a good reason for this but as time goes on, my generosity is running out. This lack of clarity leads to a terrible situation where scare mongering and rumour abound on Social Media and whilst you could argue that it is my choice to read those things, I like many others are only doing so to see if any one has any updates or information as there is absolutely nothing coming from PPL other than generic, woolly statements, posted intermittently. For lots of people, moving house is exciting but for some, there is a back story that involves painful human situations that many are struggling with. To provide any of your customers with so little clarity is unacceptable but you also need to understand that for some, this lack of openness ( even just to say we can’t tell you what is going on because of …) is causing real suffering.