20 February 2019

    Want to reduce your admin time? make it easier for your tenants to self-serve

    "It’s very much an ‘I want it now’ environment and agents have to keep up with that," says the director of a housing association in London that's implementing self-serve services for its tenants.

    21 January 2019

    70% of tenants would pay more for access to extra services

    The number of tenants is growing, representing an opportunity for letting agents to overcome current market challenges by offering revenue-generating products and services to their tenants.

    30 October 2018

    Tenants from Generation Rent have different expectations for renting

    A new generation of digital natives are set to have increasing influence over the lettings landscape - and they will have vastly different expectations of agencies than previous generations.

    18 October 2018

    Why your agency should invest in customer service

    Every interaction your agency has with a landlord or tenant could be an opportunity to acquire new business, retain an existing client or up-sell additional products and services.

    Increase in lettings legislation could help agents to win more instructions

    Landlords will need more advice and support from letting agents in order to navigate the increasing compliance required to rent out a property.

    2 October 2018

    Letting agents could be "devaluing" themselves by discounting fees

    Being able to clearly demonstrate to landlords the value of your service could be the key to charging your full management fees every time.

    No fees results in a bigger pool of tenants, say two agencies

    There’s a potential upside to the Tenant Fee Ban, according to two agencies who’ve decided to get a jump on the ban and stop charging fees early: a bigger, better pool of tenants to choose from, resulting in happier existing landlords - and attracting new ones.

    5 June 2018

    How lettings agencies can harness customer success and achieve business growth

    Lettings agencies should look to the concept of "customer success" to provide both their tenants and landlords with a truly valuable - and memorable - experience, that results in good reviews and referrals.

    16 May 2018

    Tenant referencing and the failing user experience

    Tenant referencing is inevitable for anyone looking to rent a new home, and typically immediately follows a stressful and frantic period of house hunting.

    1 March 2018

    Engage with today’s tenant and find your customer of tomorrow

    In spite of being a multi-billion pound industry, the property sector is still dominated by antiquated processes. Filled with unsatisfactory practices for all those involved, dealing with property transactions can be incredibly confusing, especially for both first-time renters and buyers.

    Want to reduce your admin time? make it easier for your tenants to self-serve

    Posted by Andrea Warmington on 20 February 2019

    “Tenants want convenience,” says Lizzie Stevens, Director of Market Rent at Folio London, the private rent arm of Notting Hill Genesis, a housing association.  “We live in a day and age where people can tweet about something to get what they want instantly. It’s very much an ‘I want it now’ environment and we have to keep up with that - making sure we’re keeping tenants happy and meeting their expectations. Everything is going online and moving towards a self-service way of doing things.”

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    Topics: Customer experience, Tech

    70% of tenants would pay more for access to extra services

    Posted by Jonathan Stein on 21 January 2019

    The private rented sector in the UK is currently undergoing huge change. Letting agents lost a key revenue stream with the introduction of the Tenant Fees Act and, on top of this, the number of private landlords is on the decline, making competition for instructions even fiercer amongst letting agents, with many relying on slashing fees in order to secure property supply.

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    Topics: Customer experience

    Tenants from Generation Rent have different expectations for renting

    Posted by The Goodlord team on 30 October 2018

    In 2025, it’s predicted that half of those in the 20-39 year old age group will rent within the UK1. This group, a third of whom are likely to rent for their entire lives (double the amount of lifelong renters from the previous generation), has become known as “Generation Rent”.

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    Topics: Customer experience

    Why your agency should invest in customer service

    Posted by Rob Cameron on 18 October 2018

    Exceptional customer service is essential to any successful agency. Every single interaction you or your staff have with your clients - whether they’re landlords or tenants - should help them to achieve their goals and ensure they feel valued - that they’re being treated fairly and appreciated by your agency.

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    Topics: Customer experience

    Increase in lettings legislation could help agents to win more instructions

    Posted by Toby Burgess-Smith on 16 October 2018

    Many agencies throughout England and Wales viewed the Tenant Fee Ban as a doomsday-like event, with the revenue that has supplemented business models soon to be nothing more than a memory.

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    Topics: Customer experience, Compliance

    Letting agents could be "devaluing" themselves by discounting fees

    Posted by Andrea Warmington on 02 October 2018

    Many letting agents have become caught in a race to the bottom when it comes to discounting their fees. But in discounting their fees, those agencies who are offering a premium service are underselling themselves, says one agent, and could be signalling to potential landlords that their service is comparable to low-cost agencies.

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    Topics: Customer experience

    No fees results in a bigger pool of tenants, say two agencies

    Posted by Andrea Warmington on 23 August 2018

    There’s a potential upside to the Tenant Fee Ban, according to two of Goodlord’s agency customers who’ve decided to get a jump on the ban and stop charging fees early: a bigger, better pool of tenants to choose from, resulting in happier existing landlords - and attracting new ones.

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    Topics: Customer experience, Compliance

    How lettings agencies can harness customer success and achieve business growth

    Posted by Lauren Hughes on 05 June 2018

    It's more important than ever to provide your customers with exceptional value, in a time when many people turn to the internet to compare their options before committing. Because of this, agencies have, increasingly, been focusing on their reviews and referrals in order to grow their businesses. This is just one of the factors that has led to the emergence of customer success and ensuring as many customers as possible see full value in your service. Lincoln Murphy’s quote above is a mantra that all individuals working in the field live by, but by no means should be limited to them alone.

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    Topics: Customer experience

    Tenant referencing and the failing user experience

    Posted by Marvin Luksenberg on 16 May 2018

    Tenant referencing is inevitable for anyone looking to rent a new home, and typically immediately follows a stressful and frantic period of house hunting.

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    Topics: Customer experience

    Engage with today’s tenant and find your customer of tomorrow

    Posted by Nikesh Shah on 01 March 2018

    We’re a tech-savvy, mobile-centric society. To see this, simply take a look at other industries such as retail, transportation and travel, and you will notice that we are now living in an on-demand economy.

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    Topics: Customer experience, Tech

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