What do the BEST Letting Agents Do – That Others Most Probably Don’t?

Talitha Burgess, Managing Director of Clarity Property Management on how it can all go horribly wrong in the property sector. And, more to the point – brilliantly well. What works, what doesn’t? And, why does getting it right matter to you as a landlord?

Just a quick, upfront note: this isn’t a sales pitch for my business, Clarity Property Management.

If it were, you’d probably skip off to find something more useful on the internet. What I mean is, our blogs always focus on “how to”, “top tips”-type articles, and we leave the rest of our site to promote our marvelousness.

Which, we feel we’ve done rather well.

No – here, we’re hoping to anticipate any concerns you may have about entrusting the process of letting and managing your property (or properties) to an agent.

With so many years’ experience in the rented property sector, and with a strong legal background behind me, I’ve seen and heard many, many things. Some good, some bad, and at the risk of using a cliché, just a few that were a bit ugly.

Here’s my checklist. Hope you find it useful.

But before we start, may I offer you this ESSENTIAL piece of advice: only work with letting agencies who are fully accredited members of the Association of Registered Letting Agents, or ARLA for short. This is a hard-to-get gold-standard accreditation, and proves that your chosen agents upholds the exacting standards that ARLA demands.

(We’re members of ARLA, by the way)

Where We Are Now

Of course, every agency thinks they’re the best. But, not all lettings businesses are the same; it’s a truth universally acknowledged, we feel. No names no pack drill.

So, if you’re planning to outsource to a property rental agency, what should YOU be looking for? What qualities, values and attributes do the best ones have?

1. They have outstanding local knowledge

Think: estate agent, but in the lettings sector. An understanding of the locale is essential when it comes to maximising your rental income.

Wouldn’t you rather your agent let your property for a viable, realistic price within a matter of days, rather than you endure lengthy void periods due to an over-enthusiastic yet inaccurate valuation priced too high?

Your gold-star property agency has done their homework.  It’s all about accurate, authentic research to deliver great service.

It’s also important to know the types of people who live there; without meaning to be elitist, what we mean is, do young families, or older people make up the demographic? Or students, for example? Why? Because as a landlord, you may wish your tenants to put down roots there.

Your agent needs to know everything that’s relevant. This may include local amenities, transport, shops, restaurants, schools and so on. Knowledge of council tax bands is useful, too.

2. They have rock-solid, in-depth knowledge of the process

In our opinion, this point could fill an entire blog.

As you know, when someone applies to rent your property, there is a sequence of actions, tasks, checks and balances that must be carried out – some for best practice, and some by law. Examples include, of course, in depth references and credit checks, a well-worded tenancy agreement, a thorough inventory, correctly followed deposit procedures, How to Rent documentation for your tenant – we could go on.

When the tenant application process goes through, an excellent lettings business will simply remove as much of the fine detail from your busy day as much as they possibly can. 

Moving forwards, there is considerably more health and safety related compliance than previously. This is all vital. A must-do.

Your lettings agency needs to be on top of each and every aspect, by when and by whom. Being process-driven streamlines the acceptance – checking – moving in – management aspects for an easier life for you, and your tenants.  

3. They’re thinking ahead

Here at Clarity, we’ve had experience of letting literally hundreds of properties, so we know how to pre-empt, and guide new tenants. In effect, we have a crystal-ball when it comes to managing “new tenant syndrome” – otherwise known as phone calls, saving us time to focus on other essential parts of our business.

Examples of a pro-active approach include this type of advice to tenants:

  • What to do in an emergency
  • Where the trip switches are, how to find the stopcock
  • Bin day – when is this?
  • Property inspections
  • Bills and council tax

In our opinion, although agencies work on behalf of landlords, the best ones are also on the side of the people renting your property. After all, whilst you own the deeds, it’s their home for the duration.

Letting agencies fail to understand this concept at their peril. Remember, without tenants, your income is, well, nill.

4. They offer great advice

Being a legally compliant landlord is more complicated than it was back in the day.

Yes, we mention this often – but yes, it really IS true. Frequently, there is new legislation for you to know, and act on. Failure to comply could cost you a great deal of money, and, as we live in a small world, even your reputation.

People do business with professionals they trust.  If your spidey senses are tingling due to their lack of industry and legal knowledge, and you’re starting to notice a somewhat laissez-faire attitude to the letter of the law, politely walk away.

5. They have indispensable legal knowledge to help you avoid legal action from your tenant

Just a short point, but an essential one: high-standard rental agencies know, as much as possible, how to help you side-step court action – for whatever reason. Alternatively, should legal recourse be unavoidable, it’s extremely helpful for your property managers to have a robust knowledge of the law, for a best-case scenario outcome.

And finally…

6. They have life experience – and they listen.

A personal and practical understanding of the lettings sector is one hundred percent necessary for a great service.

Also, intuition is elemental. Sounds strange? When was the last time you failed to listen to your inner voice? Fundamentally, if we feel that your would-be tenant is not the right person for you, we’ll trust our instincts.

Professional empathy with your situation, and an understanding that you’re a person first, and a landlord second really does go an awfully long way in this complex, competitive sector.

Yes, the listening thing.

How can an agency do the right thing if they don’t know what that thing is?

Demonstrating active listening is basic, professional good manners.

Don’t be a voice in the wilderness. Get heard, and put your trust in the right lettings agency.

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