Customer experience advice for letting agents

Improve the experience of your landlords and tenants with these ideas and insights.

7 July 2021

Get to know your local job market to understand tenant and landlord trends, says this agency

Property consultancy Bidwells has been in the Cambridge rental market for over 100 years, and has a strong understanding of how the job market for their tenants affects lettings and property investment for their landlords in the area.

30 June 2021

How to match the right tenant with the right property - and save everyone's time

Buttercross Estates believes that advising applicants to keep an open mind while fully understanding their requirements is the best approach to help get the right candidates to the referencing stage more quickly, saving letting agents, landlords, and tenants time.

16 June 2021

How video creation can save time and add value in lettings

It's a busy time in sales and lettings - and Silwoods Estate and Letting Agents has decided to delve into the world of video marketing to help alleviate time pressures on its staff and ensure it can continue to bring the best value to its customers and landlords.

8 June 2021

Five steps to select the most suitable tenants before referencing [+ free referencing checklist]

Letting agency Property Shop Yorkshire goes through an extensive pre-qualification process with its applicants, taking care to find tenants that are suitable for its landlords' properties well before referencing starts.

1 June 2021

How three agencies have adapted to trends in student lettings

Student lettings follow a different path to traditional lettings in the private rental sector, with a - normally predictable - seasonal ebb and flow in demand. Dafydd Hardy, Zest Sales & Lettings, and College & County share three ways that they've adapted their agencies' approaches to the student market.

25 May 2021

Technology in lettings is the only way to go, says this agency

Technology in lettings is becoming more of a necessity, but how can you pinpoint where to focus your efforts so you can offer your landlords and tenants a personalised customer service? Estate and letting agency Bonners & Babingtons has some tips.

18 May 2021

Bring extra value to property investors and see the instructions roll in, says this agency

Knowing your target audience is key - that's marketing 101. Using that information to offer customers the right value at the right time is where many businesses slip up - but not estate agency Nock Deighton. Here's how it saw an opportunity with property investors and turned it into a success.

11 May 2021

How to make your letting agency's values a Unique Selling Point (USP)

Handling different audiences across different branches is a challenge that many letting and estate agencies face. While your agency should tailor its approach to deliver the right service, aligned staff values will keep all branches heading in the right direction and could become a Unique Selling Point (USP), says estate agency James Laurence.

10 May 2021

How can your agency help your landlords manage risk with tenant referencing? [+ free tenant referencing checklist]

Estate and letting agents need to fully understand what criteria and potential risk their landlords will accept when choosing a new tenant, especially where they'd be willing to compromise - or what constitutes a hard "no". That conversation can take place at three points, as Liz Lloyd, Account Management Team Leader at Vouch, explains.

4 May 2021

Recognition, referrals, repeat: A winning strategy for attracting new landlords

Zest Sales and Lettings stands out in the Bath region for its customer service, as demonstrated through the various awards that it's won. However, it's recognition from its landlords that leads to recommendations in the long term, to help it continue attracting customers, even during uncertain times.

Get to know your local job market to understand tenant and landlord trends, says this agency

Posted by Suzy Lycett on 07 July 2021

"Our agency has been in Cambridge for over 100 years and so has a strong
understanding of the market - and how it's changed over the years," says Alex Bloxham, Partner and Head of Residential Lettings at Bidwells. "It's important that we know what's current and topical and plan ahead."

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Topics: Customer experience

How to match the right tenant with the right property - and save everyone's time

Posted by Suzy Lycett on 30 June 2021

"It's better to get a good tenant than any tenant," says Abi Friar, Portfolio Manager at the Nottinghamshire-based Buttercross Estates. "We ask everybody to apply with no obligation to pay a penny until the landlord actually says, yes, we would like to reference you."

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Topics: Customer experience

How video creation can save time and add value in lettings

Posted by Suzy Lycett on 16 June 2021

"What I'm learning through valuations and through general meetings with clients is that some of the basic principles are not understood," says Mahul Shah, Director at Silwoods Estate and Letting Agents. "Clients often ask 'what is the evaluation process? What is the process from taking on a client all the way through to the moving-in stage?' There's quite a bit involved in that entire process."

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Topics: Customer experience

Five steps to select the most suitable tenants before referencing [+ free referencing checklist]

Posted by Suzy Lycett on 08 June 2021

"Our referencing model is a bit different to other agents. We spend a lot of time pre-vetting people," says Ryan Melles, Owner of The Property Shop Yorkshire, an agency focused solely on lettings and property management in Bridlington on the East coast of Yorkshire.

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Topics: Customer experience

How three agencies have adapted to trends in student lettings

Posted by Suzy Lycett on 01 June 2021

Recent months have been topsy-turvy for everyone, not least for students. The student lettings market, normally so predictable in its patterns, has been thrown off kilter. Here's how this has affected lettings agencies Dafydd Hardy, Zest Sales & Lettings, and College & County - and what they've learned about the student market.

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Topics: Customer experience

Technology in lettings is the only way to go, says this agency

Posted by Suzy Lycett on 25 May 2021

"Technology in lettings processes will start to become a necessity, especially when you have such quick turnarounds, from offering a property to move in," says Robbie Hearn, Lettings Manager at Bonners & Babingtons. "Digital signing, for example, is going to be a must."

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Topics: Customer experience

Bring extra value to property investors and see the instructions roll in, says this agency

Posted by Suzy Lycett on 18 May 2021

"We're always looking for new, innovative ways to stay ahead of the market," says Dawn Clarke, Lettings Director at Nock Deighton. "The main reason for our success is never standing still." Being on the lookout for new opportunities led the agency to realise a lack of investor-specific information for the large pool of property investors in Shropshire - and it reacted quickly to give the market what it wanted.

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Topics: Customer experience

How to make your letting agency's values a Unique Selling Point (USP)

Posted by Suzy Lycett on 11 May 2021

"Our city centre branch deals with 90% apartments, but the Edgbaston area is an eclectic range of properties, including larger houses," says Andy McHugo, Associate Director at Birmingham-based estate and letting agency, James Laurence. "The professionals want to be close to work, while those on the outskirts want to be closer to the QE Hospital and other facilities."

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Topics: Customer experience

How can your agency help your landlords manage risk with tenant referencing? [+ free tenant referencing checklist]

Posted by Liz Lloyd on 10 May 2021

Referencing can help flag many of the potential risks in renting a property to a new tenant, by delving into your tenants' background and circumstances. You can then make a decision on behalf of your landlord, or present them with your recommendations. You'll need to understand where your landlord may be willing to compromise and where you can help them manage risk, to make sure there's no ambiguity when you give the green light for a new tenant. You can also download a free checklist to help your tenants prepare for the referencing process and ensure they have the right information to hand.

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Topics: Customer experience

Recognition, referrals, repeat: A winning strategy for attracting new landlords

Posted by Suzy Lycett on 04 May 2021

"Bath is a really desirable place to live and there's been an influx of people moving from the city to the South West," says Beth Perry, Operations Director at Zest Sales and Lettings. "We would love to have double the amount of properties available because we feel like there are enough tenants registered with us. Properties are letting within hours instead of days."

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Topics: Customer experience

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