Customer experience advice for letting agents

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

1 November 2019

Meet the agency whose mission is to make lettings a “delight”

Tenants keep going back to a premium agency in Birmingham that's dedicated to providing a standout service.

29 October 2019

Quality property management is about “doing the right thing” says this student agency

A not-for-profit student agency is leading the way on service levels for both landlords and tenants in Newcastle.

23 October 2019

Win more landlords by showing you can find and retain the best tenants

Minimising voidage periods is only one part of the equation. Agencies need to be able to demonstrate to potential landlords their tenants will not only pay their rent on time, but also take care of the landlord's home like their own.

1 October 2019

How videos helped one agency reach 10,000 potential customers

Sharing a short video every day on social media helped one agent reach thousands of potential tenants and landlords.

24 September 2019

Why “aspirational landlords” are looking for more value from letting agents

People still want to be landlords, says the director of an Essex lettings agency, and he thinks they will be looking for more value from their managing agents.

31 July 2019

Overseas landlords still investing in UK, according to specialist agency

“We’re finding a lot of overseas landlords aren’t concerned about Brexit and we haven’t seen any slowdown in them buying properties to let,” says Jordan Axten, Head of Operations at Regent Property. 

15 July 2019

How this agency charges management fees of almost 20% while others are dropping their fees

Landlords are opting to pay 18% of their rental income for a Surrey agency's comprehensive, top-tier management service.

1 July 2019

"You have to think of today's tenants as tomorrow's landlords": the importance of tenant experience

Providing your tenants with a good experience could be crucial to your business in the future, says Nicholas Edwards of Gibbs Gillespie.

24 June 2019

Why tenants can still be valuable customers - even since the Tenant Fee Ban

You can still charge tenants for additional services, as long as the decision to take up these services is optional, and tenants will pay for services that will make their lives easier.

18 June 2019

Have you considered offering short-lets at your agency? Here's why you should

Offering both long and short-term lets has significantly enhanced a York agency’s proposition to landlords.

Meet the agency whose mission is to make lettings a “delight”

Posted by Andrea Warmington on 01 November 2019

Do tenants choose the property or the agent? Traditionally, it’s been the former, but as the number of build-to-rent (BTR) developments increase, that could be set to change. Experience is what will set the best agents apart, says the owner of a premium agency, FleetMilne, that specialises in city apartments in Birmingham. 

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Topics: Customer experience

Quality property management is about “doing the right thing” says this student agency

Posted by Andrea Warmington on 29 October 2019

A not-for-profit student agency in Newcastle was set up to “reset the balance between landlords and tenants”, after years of substandard service in the city. 

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Topics: Customer experience

Win more landlords by showing you can find and retain the best tenants

Posted by Andrea Warmington on 23 October 2019

“How fast can you let my property?” will be one of the first questions any landlord will ask a prospective agency. One of the key reasons landlords turn to agencies is to minimise the amount of time their property is empty but also attracting and retaining great tenants who will not only pay their rent on time, but also take care of their home as if it was their own. 

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Topics: Customer experience

How videos helped one agency reach 10,000 potential customers

Posted by Andrea Warmington on 01 October 2019

Michael Scrase-Hollamby reached 10,000 potential customers by sharing one bite-sized video a day on social media. “I thought it was time to put Ezytrac on the map, let people know who we are and what we do. People are always interested in what’s happening in the lettings market and I can give that information out freely,” says the General Manager of Ezytrac Property Management, whose short videos have already received more than 10,000 views this year.  “What other lettings agency can say they’ve engaged with a client base of that size?”

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Topics: Customer experience

Why “aspirational landlords” are looking for more value from letting agents

Posted by Andrea Warmington on 24 September 2019

“People still want to be landlords, believe it or not,” says the director of a family-owned agency in Essex, which has specialised in lettings for almost three decades. “It’s a difficult time to be a landlord, but I think there are definitely still people who want to have a portfolio of properties.”

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Topics: Customer experience

Overseas landlords still investing in UK, according to specialist agency

Posted by Andrea Warmington on 31 July 2019

Brexit hasn’t impacted overseas property investors’ confidence in England’s buy-to-let sector, according to a London agency that specialises in property management for clients based in Hong Kong and Shanghai. It could be a valuable opportunity for letting agents and property managers who are concerned about local landlords leaving the market as a result of increased legislation and tax changes.

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Topics: Customer experience

How this agency charges management fees of almost 20% while others are dropping their fees

Posted by Andrea Warmington on 15 July 2019

One agency's top tier management service is proving so compelling to landlords that they’re prepared to pay 18% of their rental income in order to secure it. 

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Topics: Customer experience

"You have to think of today's tenants as tomorrow's landlords": the importance of tenant experience

Posted by Andrea Warmington on 01 July 2019

“Today’s tenant could be tomorrow’s landlord. They’re going to remember the experience they had, so if you don't provide those people with a good experience because they’re not directly generating new business, if they do ever become a landlord, they're not going to come back to you,” says the Group Lettings Manager at Gibbs Gillespie, one of the largest estate agency groups across Middlesex, Hertfordshire and Buckinghamshire. “Traditionally, the tenant wasn’t considered a customer but now, more than ever, you have to treat everyone the same. You have to think of them as tomorrow’s landlord. You really do.”

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Topics: Customer experience

Why tenants can still be valuable customers - even since the Tenant Fee Ban

Posted by Andrea Warmington on 24 June 2019

The Tenant Fees Act is now law, which means you can no longer charge tenants any fees for granting, renewing or continuing their tenancy, unless they’ve been specifically made a permitted payment by the new legislation. But don’t make the mistake of thinking that the ban on tenant fees means that tenants will no longer be a valuable customer for your agency. You can still charge tenants for additional services, as long as the decision to take up these services is entirely up to the tenant and isn’t a condition of granting, renewing or continuing their tenancy. Sceptical? There is ample evidence that tenants will pay for services that make moving and setting up their new home easier.

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Topics: Customer experience

Have you considered offering short-lets at your agency? Here's why you should

Posted by Andrea Warmington on 18 June 2019

“York has two thriving universities and it’s one of the most-visited cities in Britain, as well as being very liveable, so York can offer all of these - student housing, holiday lets and long-term lets. It’s good to be able to say to prospective landlords that we offer everything and we have the experience to  provide advice on all of these areas,” says Anya Mathewson, the owner and director of Letters Property Management in York. “We’ve found that landlords really want knowledge of both the local market and York itself, and there are very few agencies who can say they’re truly local.”

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Topics: Customer experience

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