This case study is based on an interview with an independent letting agent that prides itself on the quality of service it gives to both landlords and tenants. They manage approximately 300 properties in Suffolk.
The agent is selective about which landlords and properties it works with, to ensure that they all meet their standards and help to maintain their reputation. A balanced approach is taken to landlord and tenant relationships, positioning themselves as a fair intermediary.
They acknowledge the psychological impact of housing insecurity and are repeatedly asked for help, often by people who are not their own tenants, giving factual advice, despite knowing that many landlords would see it as acting against their own interests.
A proactive approach ensures timely completion of repair by a team of trusted, long-term contractors. Well-rehearsed procedures ensure rapid landlord approval, while pre-agreed delegation for emergencies keeps tenants safe and helps landlords’ meet their legal obligations.
Where necessary, they take a robust approach, reminding landlords that renting is a business and that they have legal duties, regardless of tenant behaviour. They have referred cases themselves to Environmental Health where landlords have refused to act.
The agent had some concerns about the Renters Rights Bill, especially the loss of Section 21 ‘no-fault’ evictions, which they thought was a practical tool, when used as a threat, for managing tenancies. The agent thought tenants often manipulated the legal process.
The agent now advises landlords to take out rent guarantee insurance which they had never done before. While their robust approach to landlords gave them less concern about other aspects of the Bill, they are sceptical about the current capacity within local authorities to undertake enforcement against bad landlords.
For similar reasons, they are wary of further regulation of landlords, believing that while good landlords already comply, there will be a lack of punishment for bad landlords not even registering. They support the regulation of agents through ROPA (Regulation of Property Agents).
This case study illustrates the benefits of a balanced and proactive approach to property management, treating both landlords and tenants with fairness and respect. It also highlights some of the challenges ahead for implementation of the Renters Rights Act.
