Leave emotions out of lettings

The recent NALS conference provided an excellent opportunity to reflect on the readiness of lettings agencies to absorb the impact of upcoming regulations and benefit from solutions in the booming PropTech industry.

Keynote addresses included talks on innovation in PropTech, regulation and the customer journey in lettings.

Rolling with regulation
Rebecca Perks of the DCLG reminded a vocal audience of the spirit of regulation. “Being elected by the people to look out for the people, it is the government’s job to be pro-consumer,” Perks explained.

Nevertheless, regulation need not be a threat to business. Agents operating in an emotion-driven industry tend to fear unknowns like eroding landlord loyalty, tenants ripping agents off, going insolvent and the cost of compliance. But regulation happens in every industry and it hasn’t killed off competition in financial services. In fact, it served to raise standards in the utility sector.

The key is to understand the impact it can have on agencies’ risk and revenue, and to adapt.

Where PropTech can help

PropTech solutions can reveal agencies’ business flows, letting them see the impact of potential changes on, for example, pricing or revenue streams.

PropTech automation can further unlock growth, allowing agencies to augment lost income. In addition, it can counteract risks such as fraud and error, protecting property firms through proactive regulatory compliance, revenue protection and growth.

Customer inspiration

Lastly, Richard Beevers of Customer Plus provided an eye-opening customer-centric analysis of estate agencies.

Everyone looks at customer satisfaction at the start of the customer relationship, when the lease has been signed or the sale has been made, and satisfaction is peaking. However, the journey should cover both the start and end of the customer relationship, and every point in between.

Again, PropTech platforms can help by giving visibility to all aspects of the customer journey, such as real-time payment status, maintenance tickets, void properties and more.

Navigating the industry

With more and more exciting PropTech entering the market, it is essential to know which solution serves your business best. Don’t just take on the freshest, nicest-looking platforms, but determine which ones are best suited to counteracting risks and exploiting revenue opportunities in your situation.

Neil Cobbold

You May Also Enjoy

Estate Agent Talk

Why September is the Most Expensive Month for Your Boiler

As households prepare to switch their boilers back on after summer, heating engineers are warning that September is often the most expensive month of the year for boiler breakdowns, repairs, and inefficiency. Rob Jones, heating engineer at UK Radiators, explains: “After months of being idle, boilers are suddenly put under pressure when temperatures drop in…
Read More
Estate Agent Talk

What AI Can and Can’t Fix in Block Management

By Robert Poole, Director – Block Management, Glide Property Management, part of LRG In an industry increasingly shaped by regulation, rising expectations and squeezed margins, the promise of AI and automation in block management is understandably appealing. The idea of freeing property managers from repetitive tasks, improving compliance, and streamlining communication offers significant operational value.…
Read More
Crowded beaches - Clacton-on-Sea in Essex
Overseas Property

The top holiday property hotspots for UK buyers

Greece’s property market sees highest level of property transactions since 2009 The latest analysis from international property consultancy, Astons, reveals that Greece’s property market is in the middle of an extraordinary growth period with the past decade seeing transaction numbers increase year after year, with 2025’s total sales set to hit the highest point since…
Read More
Estate Agent Talk

Regulation overload?

Reapit report shows concerns over Renters’ Rights Bill as government plans improvements to bailiffs and tribunals There is widespread concern across the property sector over incoming regulatory changes – including the Renters’ Rights Bill – according to research by leading PropTech provider, Reapit. Their Property Outlook Report 2025 reveals letting agents, landlords, and sales professionals…
Read More
Estate Agent Talk

Later life living – turning a corner for investors?

By Daniel Austin, CEO and co-founder at ASK Partners By 2072, almost 30% of Britons will be aged 65 or over. This stark demographic shift is already taking shape, with profound implications for the housing market. Despite an estimated shortfall of at least 4.3 million in the UK today, less than 1 million are specifically…
Read More
Breaking News

Breaking Property News 27/08/25

Daily bite-sized proptech and property news in partnership with Proptech-X.   Symple helps speed mandatory Electrical Installation Condition Reports for 5.9M tenancies As of August 2025 there are over 5,986,000 privately rented properties in the UK and a large number of these will in the very near future need a ‘new’ mandatory electrical installation condition…
Read More