Landlords are the lifeblood of any lettings agency and keeping them happy is imperative if you want your business to thrive. But with the Property Ombudsman receiving around 1,000 complaints from landlords about their letting agents every year, keeping them sweet isn’t as easy as it sounds.
Many disputes between agent and landlord develop out of a landlord’s lack of understanding of the lettings process, so educating landlords about both their rights and responsibilities should go some distance towards making them more content with their letting agents. Here are five more ways to keep landlords happy:
Poor communication is one of the reasons most commonly cited by landlords in the event of a break with an agent. Lettings agents should remember that while they may have hundreds of properties on their books, the majority of landlords only have one or two, which means they want to be kept informed of every household issue. Using repairs and maintenance management software to handles repairs issues frees up staff capacity while also ensuring that any concerns are tracked, logged and communicated automatically.
Offer a fully-managed service
The point of an agent is to shield a landlord from the petty grievances of managing a property – agents should make sure they are offering a fully managed service. A superior contacts book and effective management software means that agents can attend to issues significantly quicker and more effectively than most landlords and converting marketing a property to managing it should be an achievable upsell.
Don't just be a post-box
It’s not enough to offer a fully managed service: part of that service should be filtering what reaches the landlord. While it’s fair for them to expect communication about all repairs and maintenance concerns, letting agents should analyse and investigate tenant concerns (notably things like lightbulbs that are broken or require changing and other smaller issues) to check that the solution isn’t the responsibility of the tenant or that it can’t be done in-house.
Manage tenants through education
The best way to filter out needless repairs and maintenance issues is to manage tenants as well as landlords. Repairs and maintenance management software offers tenants a clear delineation of their repairs responsibilities around the house and can also guide them through simple maintenance issues, offering swifter and more cost-effective solutions for both parties.
Keep tenants happy
The right repairs and maintenance management software allows tenants to report any repairs-related issue around the clock and be guaranteed a response, making them feel happy and safe. The average tenancy duration is 18 months, but letting agents who establish a strong relationship with tenants through good communication and constant availability will increase the likelihood a tenancy will be extended, guaranteeing the landlord a fixed income from a reliable tenant for longer – the best way to make everyone happy!