Customer experience advice for letting agents

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

Why new legislation has helped this agency win new landlords

Landlords should be reviewing the services offered by their current agents in light of the changing legislation, says the director of a specialist letting agency, who has seen legislation drive an increase in landlords.

Living alone costs Brits over a third of their salaries

Renters living alone in the UK spend 36% of their income on rent, found research by Goodlord.

One in five tenants need a guarantor to rent

Goodlord analysed 55,000 tenants who applied for a property through our platform and found that 20% cannot rent without a guarantor.

26 April 2019

Why 99% of landlords opted in when this agency increased their management fees

How did one lettings and property management agency in the North increase their management fees with almost no objections from their landlords? By offering them even more value for money.

15 April 2019

An AI-powered virtual assistant could help agencies qualify potential tenants faster

Tenants are making more enquiries online, outside of standard office hours, and agencies need to be able to respond and qualify them faster, says the founder of a virtual assistant for agents.

11 April 2019

Long-term leases only the residents can break "a step forward" for renters

“We will never break the contract - we’ll let them stay as long as they want,” says the founder and managing director of a residential property management company.

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.

Why new legislation has helped this agency win new landlords

Posted by Andrea Warmington on 01 June 2019

The raft of legislation changes impacting the lettings industry this year - from the now-compulsory Client Money Protection and redress schemes to the Tenant Fees Act which came into effect on 1st June - will be an opportunity for letting agents offering high levels of customer service to attract new landlords, says the director of a specialist letting agency in Southwest England.

Read More

Topics: Customer experience, Compliance

Living alone costs Brits over a third of their salaries

Posted by The Goodlord team on 31 May 2019

A new analysis of the UK rental market shows the cost of renting a place solo costs renters almost 40% of their monthly income.

Read More

Topics: Customer experience, Data

One in five tenants need a guarantor to rent

Posted by Freddy Bruce on 10 May 2019

Twenty percent of prospective tenants cannot afford to rent a property without using a guarantor. 

Read More

Topics: Customer experience, Data

Why 99% of landlords opted in when this agency increased their management fees

Posted by Andrea Warmington on 26 April 2019

A lettings and property management agency has increased their management fees ahead of the Tenant Fee Ban and faced no objections from 99% of its landlords, because the increase would be offering their landlords even more value for money. Justin Matthews, Director of Hotspur Residential in Northumberland, said it was the first time the agency had put its prices up in almost a decade, which meant they were determined to give something back to their landlords in return for a slight increase to their management fees. So, they have decided to introduce an annual, educational seminar for all of their landlords.

Read More

Topics: Customer experience

An AI-powered virtual assistant could help agencies qualify potential tenants faster

Posted by Andrea Warmington on 15 April 2019

Sixty percent of agencies’ leads are received outside of standard office hours - and agencies who don’t respond to enquiries immediately could risk losing out on potential tenants, says the founder of an AI-powered virtual assistant for agents.

Read More

Topics: Customer experience, Tech

Long-term leases only the residents can break "a step forward" for renters

Posted by Andrea Warmington on 11 April 2019

A residential property management company is offering its residents leases only they can break through its build-to-rent platform.  “We will never break the contract - we’ll let them stay as long as they want,” says Michael Howard, the founder and managing director of Manchester-based urbanbubble, which manages more than 9,000 homes across Manchester, Liverpool, London, Birmingham, Bath and Bristol.

Read More

Topics: Customer experience

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.

Read More

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. 

Read More

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.”

Read More

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.

Read More

Topics: Customer experience

See how you could slash your admin time with Goodlord

Create a tenancy agreement in 90 seconds
New call-to-action