How the hell do we keep are credibility?

So I got a call from a Team Leader in another office in their lettings team.  I knew it was coming because one of our lettings team had a call and i could hear her mention my name but clearly doesn't know how to transfer calls.  Not the point I know

So this other Team Leader (lovely women very good at her job but just new too it), asks if there is an eviction when should the tenancy be terminated.  I said the nearest Sunday.  Not then she says when the tenant hands in the keys then!

Why has the tenant got the keys I ask, its an eviction, they no longer have any rights to the tenancy.  Now evictions are carried out by the equivalent of my team and always have been so they should know this right.  apparently not.  The office carrying this out gave the keys to a member of the tenant's family..............

So , and they may not, could be reasonable people, can go in trash the place, rip out all the fixtures or change the locks and squat.  and we can do nothing cause we gave them the keys....

How the hell do we keep are credibility when other offices go and do this kind of thing.

we are trying to send out a postive message and it just gets hijacked like this.....

Gobsmacked