How do tenants rate their experience with their landlord or agency?

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How do tenants rate their experience with their landlord or agency-min

Engaging with customers and responding in an effective and time-efficient manner are vital for agents and landlords to offer a great customer experience and retain long-term business. The following is a snippet of the data collected from respondents of our Big British Property Survey and collated in Reapit’s newly released interactive 2021 State of Lettings Report.

One of the areas we looked at in our Big British Property Survey was how tenants rated the responsiveness, transparency and effort of the landlords and agents that they engaged with during their tenancy journey. The results below demonstrate that tenants are generally satisfied with the level of engagement received from their landlord or agency, although “Willingness to go the extra mile” appears to be tracking on the low side, suggesting that there’s a real competitive opportunity for those agencies who make it their business to go above and beyond.

Tenant experience with their landlord or agency

Reviewing the data by age and by region suggests that the results are fairly consistent across all age ranges and geographies, as per the graphs below. 

Tenant experience with their landlord or agency vs age
Tenant experience with their landlord or agency vs region

Is there anything that landlords or agencies could do better for their tenants?

Tenants shared several concerns over where their agency or landlord could improve. The most frequently cited were better communication, quicker responses to and more effective action on maintenance and repairs, and the undertaking of repairs when asked. The acceptance of pets in the accommodation was also frequently cited.

Have you ever wondered what tenants consider as the worst thing about renting?

It seems everyone has a view on the worst thing about renting. We asked tenants this very question in our survey and received over 500 direct responses – representing almost 50% of the tenant responders who took our survey.

Discover what tenants had to say, along with more insights collected on tenants, landlords, and individuals living with parents in Reapit’s interactive 2021 State of Lettings Report.

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