Leave emotions out of lettings

November 24, 2017

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

Breaking News

Breaking Property News 27/10/26

Daily bite-sized proptech and property news in partnership with Proptech-X.     Who controls the infrastructure, data and intelligence that runs inside commercial buildings? By Author Andrew Stanton CEO Proptech-PR Commercial real estate owners have invested heavily in technology to improve building operations, connect tenants and monitor performance. Yet behind the growing number of systems…
Read More →
Breaking News

35% of UK homes are in postcode areas where house prices are falling

House price falls spread to a third of homes as sellers face growing competition for buyers More than a third (35 per cent) of UK homes are in postcode areas where house prices are falling, up from 12 per cent a year ago Price falls are concentrated in London and the South East where 85…
Read More →
Estate Agent Talk

Budget wishlist

Kevin Shaw, National Sales Managing Director at LRG With the Budget just days away, the property market is in a slightly better place than it was this time last year. Stamp Duty has been ruled out of this year’s changes, which removes the kind of speculation that held buyers and sellers back last autumn. The…
Read More →
Estate Agent Talk

Autumn Budget 2026: Property industry experts comment

Ahead of Wednesday’s Autumn Budget, property industry experts from across the residential sales, lettings, land and property development, mortgage finance and client money protection sectors have shared their predictions, priorities and warnings for the Chancellor. With speculation surrounding property taxation, first-time buyer support, landlord investment, inheritance tax and housebuilding, industry leaders outline what Wednesday’s announcements…
Read More →
Adding second coat of varnish floor boards
Estate Agent Talk

5 Renovations That Can Transform a Property Before It Goes on the Market

Ask a vendor what they plan to fix before listing and the answer is often too ambitious. A loft conversion won’t be finished in time, and it rarely pays back on a quick sale. The changes that actually move a listing are smaller and cheaper, and they show up in the photos. Here are five…
Read More →
Breaking News

Seven things to do if a tree damages your property

Storm Austen and Storm Boelo are bringing strong winds and heavy rain across the UK this weekend, meaning homeowners could find themselves dealing with fallen trees, damaged roofs, crushed cars and difficult conversations with neighbours about who should pay. But what should you do if a neighbour’s tree comes crashing through your roof? Will your…
Read More →