Oct 13

Tenant survey reveals the good (and bad) landlords

As the government prepares to regulate the private rented sector more closely with a code of practice and a draft Tenant’s Charter, the UK’s largest online letting agent, Upad.co.uk publishes research into what tenants believe makes a good or bad landlord.

Upad asked 720 tenants what they thought made an ideal landlord and the answers highlight the qualities that tenant cherish most. Highly rated landlords are those who deal with problems quickly, give plenty of notice before entering a property, consult on when repairs will take place and keep in contact throughout the tenancy.

Some 95% of all tenants say landlords being easy to contact is ‘essential’ or ‘very important’ but not all are worried about other ‘minimum standards’ as one might assume. Only 88% believe it essential or very important that the property was property maintained and just 37% expect a landlord to give the correct notice before entering a property, which should be a minimum of 24 hours written notice. And 89% think it essential or very important that a landlord consult with them on the timing of repairs to a property.

Tenants were also asked what one piece of advice they would offer landlords and the answers reveal the less cordial aspects of the landlord/tenant relationship. This includes to ‘fix things when we say they are wrong - not if you think they are a danger’; ‘follow through on your words’; ‘respond to issues seriously - it's someone's home, albeit temporarily’ and ‘do jobs properly and not cut corners to save money’.

Other landlord behaviour that clearly annoys tenants includes those who moan about the cost of repairs, accidental landlords who are too precious about their former homes, landlords who charge excessive admin fees and those who rely too much on ‘cheap furniture from IKEA’. The most common comment on a more philosophical note is that tenants dislike being treated like an ‘income stream’ and not a ‘real person’.

James Davis, Founder of Upad.co.uk and a landlord of 15 years’ experience commented: “The results of the survey show that to be successful as a landlord the same rules apply as for any business: invest time listening to your customers’ needs and you’ll earn their loyalty and respect.”

Upad Tenant Survey Infographic

About the author

James Davis Photograph A portfolio landlord with over 20 years’ experience, James had the foresight to harness the power of online to tackle the challenges faced by a sector that had traditionally operated offline.

Taking the EasyJet model to the property lettings industry, Upad.co.uk has quickly grown to become the largest online lettings agent in the UK - a new-breed online business, grasping the benefits of web technology and applying them to the every traditional property channel. James continues to lead the Upad team as well as speaking at many property events throughout the year.

View more posts by James Davis

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