Making Valuations Count.
October 22, 2014
“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”
Sam Walton, Founder of Wal-Mart
Property management should be a source of recurring revenue for your business, a stabiliser against market turbulence that affects the transactional sides of your business and a source of leads for transactions.
But do you really know what your property management clients really want?
In a survey of 2,951 landlords carried out by The Property Academy* the two greatest areas of concern to landlords were void periods and property damage.
Chart: What Is Your Current Primary Concern As A Landlord*
The ranking of concerns were consistent across intentional and accidental landlords albeit that accidental landlords are more concerned about property damage than intentional landlords.
Our recent Rental Repairs Survey indicates that landlords have good reason to be concerned about property damage with (on average) each managed rental property requiring 2.8 repairs per year.
The Fixflo Rental Repairs Survey also highlights that landlords are willing to walk away if their repairs expectations are not met with 56% of surveyed property managers knowing a landlord who switched letting agency due to a repair related issue.
The Silver Lining
Winning new instructions can be tricky as it’s hard to show how your service compares to that of your competitors without giving a landlord the chance to experience it.
Your marketing materials are the key to bridging that gap.
The Property Academy Survey* indicates that 87% of landlords read the literature provided by a letting agency when they valued their property.
As a landlord I have experienced a wide range in the quality and quantity of information provided by letting agents valuing my properties for rent.
The one constant, however, is that the marketing materials I received focused on the agency’s experience and credentials with very limited space being devoted to addressing my key concerns.
Critically reviewing and enhancing your marketing materials to address landlord concerns is your opportunity to win more instructions.
Void Periods
While your property management team may deliver a great service to tenants do you have anything you can point to in order to back up your claims.
Jungle Property in Glastonbury surveys each tenant every three months with one simple question: “On a scale of 1 – 10 how happy are you with your property and tenancy”.
This gives them the statistics they need to show landlords why they are the best choice for any prospective landlord in their area.
Property Damage
Small issues can become more severe (and costly) very quickly. Instead of saying that you have a responsive property management team can you show a landlord the processes and systems you have in place for tenants to report repairs quickly and easily?
Emergencies
The nightmare scenario for any landlord is that something major happens to their property. Use your marketing materials to highlight the information you give to every tenant to protect themselves and the landlord’s property if an emergency arises.
Commenting on the opportunity for letting agents, Nicky Stevenson of The Property Academy noted:
‘One of the key findings from our Landlord and Tenant Survey 2014 that we presented at Property Management LIVE was the differences in primary concern for the investor landlord and the non intentional landlord. It was also noted that communication and problem solving were the poorest rated aspects of customer service received by landlords and tenants from their managing agent. Knowing your landlords key concerns and how you can improve on your service is important to keeping your clients happy. For further insights and the full Landlord and Tenant Survey results, please visitwww.propertyacademy.co.uk/surveys“
*Data and chart included with the kind permission of The Property Academy
You May Also Enjoy
Autumn Budget doesn’t dampen commercial property outlook for 2026
Demand in both leasing and investment remained in largely positive territory, despite Budget uncertainty Industrial sector continued to lead the way with demand to lease up 11% year on year and demand to invest up 12% 2026 outlook shows positive signs alongside predicted interest rate cuts Demand in terms of both leasing and investment for commercial…
Read More 
Stabilising house prices and falling mortgage rates offer renewed hope for first-time buyers
Propertymark says forecasts of modest house price growth in 2026, alongside falling mortgage rates, point towards a housing market that is beginning to stabilise, offering renewed hope for first-time buyers, while wider affordability challenges remain. As lenders continue to reduce mortgage rates following improved market conditions, monthly repayments are becoming more manageable for aspiring homeowners.…
Read More 
Inheritance tax receipts rise as government performs partial U-turn on relief rules
Inheritance tax (IHT) receipts reached £6.6 billion in the first nine months of the 2025/26 tax year, according to data released by HM Revenue & Customs (HMRC) this morning. That figure is £200 million higher than the same period last year and continues a steady upward trend that has persisted for more than two decades.…
Read More 
Breaking Property News 22/1/26
Daily bite-sized proptech and property news in partnership with Proptech-X. Why are most proptechs Unsaleable? Structural issues rooted in how proptechs are conceived, built, and taken to market stops an exit or IPO (Thought Leadership by Andrew Stanton CEO Proptech-PR) The proptech sector has matured rapidly over the past decade. Capital has flowed in, incumbents have launched…
Read More 
Nationwide extends six times lending to home movers and remortgage
Nationwide enhances support for people looking to move up the property ladder or get a new mortgage deal Five-fold increase in Nationwide loans to first-time buyers at or above 5.5x income in 2025, compared to 2024 Increased first-time buyer support follows regulatory changes to improve affordability Nationwide is today announcing a major boost to the…
Read More
Breaking Property News – 21/1/2026
Daily bite-sized proptech and property news in partnership with Proptech-X. Jon Cooke steps down as Non-Executive Director at GPEA Jon Cooke will continue to focus on innovation within the property sector Jon Cooke has stepped down from his role as Non-Executive Director at GPEA, the business that owned Fine & Country and The Guild…
Read More