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

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