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
Mortgage lending now supports 30% of housing stock
Mortgage lending now underpins 30% of England’s housing stock, rising to as high as 42% in the country’s most mortgage-reliant locations. At the same time, many areas of the market have seen a notable increase in the number of homes owned with a mortgage over the last three years, highlighting the continued strength and resilience…
Read More 
Is it worth buying a fixer-upper property?
The latest research from eXp UK reveals that fixer-upper homes can be picked up for an average saving of more than £44,000, but when the cost of renovating the property is accounted for do homebuyers actually stand to make a saving? And what chance do buyers have of finding one on today’s market? Fixer-uppers are…
Read More 
Nottingham letting agents are the busiest in Britain
The latest research from Propoly reveals that across Britain’s major cities, there are an average of 13.5 rental listings for each single letting agency branch, with the nation’s busiest agents found in Nottingham where this figure climbs to 35 properties per professional. Propoly has analysed the estimated number of current rental listings in 21 of…
Read More 
The six protections every new-build buyer must check before signing
With 53% of homebuyers saying they would prefer a new build, demand remains high, but so do the risks if buyers fail to ask the right questions. Buying a new build often means committing to a property that is not yet finished, which makes the small print just as important. Without these protections, buyers risk…
Read More 
Rental price and average salary tracker – February 2026
Regional divergence replaces winter slowdown as rental market shows mixed February movement Month-on-month rental prices showed a mixed picture in February. Notable increases were recorded in the East Midlands (+3.4%), North West (+2.8%), Scotland (+2.7%) and South East (+2.0%), suggesting demand has firmed in several areas. However, Northern Ireland (−6.6%), West Midlands (−1.3%), East of…
Read More 
UK property sector gender pay gap keeps getting wider
UK property sector gender pay gap keeps getting wider and It now has the fourth largest gap across all UK industries The latest research from Yopa reveals that real estate remains one of the UK’s worst-performing industries when it comes to the gender pay gap, ranking as the fourth largest across all sectors after widening…
Read More