Customer experience advice for letting agents

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

Tenant Fee Ban: Tenants could pay up to 50% less to move, increasing demand for lettings

The ban on tenant fees, coupled with the popularity of deposit replacement schemes, means it could cost renters much less to move home when the Tenant Fees Act comes into effect, and potentially increase the demand for lettings.

14 March 2019

4 ways to keep your landlords happy and win more instructions

Provide your landlords with an incomparable service that includes managing legislative changes; finding and retaining the best tenants, and ensuring they have the right insurance policies in place to protect their investment.

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.

8 January 2019

Why long-term tenants are better for landlords - and their property managers

Long term tenants tend to treat properties better, which helps to protect landlords' investments, says the director of a UK-wide property management company.

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.

8 October 2018

Meet the Manchester agency incentivised to find tenants who will stay "forever"

A different approach to charging management fees is one reason why Settio Property Experience seeks out tenants who will stay for the long term.

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.

Tenant Fee Ban: Tenants could pay up to 50% less to move, increasing demand for lettings

Posted by The Goodlord team on 10 April 2019

Demand for lettings could increase following the introduction of the Tenant Fee Ban on 1st June, due to a significant decrease in the costs of moving for renters.

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Topics: Customer experience, Compliance, Data

4 ways to keep your landlords happy and win more instructions

Posted by Tom Mundy on 14 March 2019

Competition for landlords is fiercer than ever. Landlords are facing a raft of changes and will likely be reviewing their current services, which means providing them with an incomparable level of service will be essential to keeping them both in the market and on your books. The foundations of this service will be continuing to give your landlords the right advice and support to manage legislative changes; finding and retaining the best tenants, who will pay their rent on time and treat their landlord’s properties as they would their own home; and, ensuring landlords have the right insurance policies in place to protect them in a worst case scenario. 

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Topics: Customer experience

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

Why long-term tenants are better for landlords - and their property managers

Posted by Andrea Warmington on 08 January 2019

“Renting isn’t a poor man’s market anymore,” says the director of a UK-wide property management company. “This is what people do as a lifestyle choice - not because they have to, but because they want to.” Michael Scrase-Hollamby of Ezytrac Property Management says there has been a been a distinct change in attitudes towards renting in the past decade. “Eight or ten years ago, tenants were going into rental properties for about 18 months,” he says. “People are deciding to stay in rental properties for much longer now.”

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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

Meet the Manchester agency incentivised to find tenants who will stay "forever"

Posted by Andrea Warmington on 08 October 2018

“The best tenant is one who moves in as soon as a property is complete, stays for ten years, increases their rent every year and never has any problems,” says Samuel Fitz-Hugh of Settio Property Experience. “That’s the optimum tenant.”

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Topics: Customer experience

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

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