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
Yarmouth named the UK’s most prestigious marina
The latest research from eXp UK has found that living close to some of the nation’s most idyllic marinas comes at a significant cost, with Yarmouth Harbour topping the list for the highest house price premium in the country at 61.3% eXp UK analysed the housing markets surrounding 21 of the UK’s most picturesque marinas…
Read More 
Whitby crowned most exclusive coastal location
The latest research from Yopa has revealed that while Brighton in the South East is home to the highest monthly coastal mortgage cost, it’s Whitby in North Yorkshire that commands the highest premium when compared to the wider region, with the average monthly mortgage sitting payment 33.7% higher than the Yorkshire and the Humber average.…
Read More 
ONS report on private rental affordability
Private renters on a median household income could expect to spend 36.3% of their income on an average-priced rented home in England, compared with 25.9% in Wales and 25.3% in Northen Ireland in 2024. Private rental affordability has fluctuated since 2016 but remained above the 30% affordability threshold in England, while it moved below the…
Read More 
End of August Will See an 84% Increase in UK House Moves
The last week of August is always a busy time for moving, with an average of 3.5% of all yearly moves taking place in that week, being the busiest week for moving in 2023 and the second busiest week for moving in 2024. 2025 is expected to be no different and should see a larger…
Read More 
Surveying capacity is being outpaced by compliance demand
The surveying industry has a problem: the shrinking capacity of surveyors is coming face to face with an increased compliance demand. Expert insight from Property Inspect suggests that increasing the workforce alone is not enough to fix the problem. The profession must also be equipped with Golden Thread compliant evidence packs that accelerate building safety…
Read More 
Apprentices often able to buy homes years earlier than graduates
With A-level results finally released, for those torn between university and an apprenticeship, there’s more than just career direction to consider. In the past few years, data has shown that apprentices are often able to buy homes years earlier than graduates, a growing financial gap that’s making home ownership feel close to impossible for many…
Read More