Congratulations to our client winners in The Negotiator Awards
22 December 2024
Agents often concentrate mainly on their landlords for recommendations, but it’s worth remembering that you might have hundreds or thousands of tenants on your books each year, as well as those who come to view your properties. Tenants can be an invaluable source of new business. Their experience of you and your company can make all the difference, especially if they rate you more highly than others they have rented from.
Not only do tenants pass on important word-of-mouth recommendations to extended family, friends and colleagues who rent out property, but many might become landlords themselves in time.
Additionally, when you secure great tenants then you want to keep them for as long as possible. Happy tenants tend to stay longer, treat the property with care, and speak positively about your agency to others.
Top tips for keeping tenants happy and retaining good tenants for longer
Satisfied tenants are key to maintaining successful rental properties and improving word-of-mouth recommendations. Here are our top tips for keeping tenants happy:
Small gestures
Small gestures like tea bags and milk at move-in or a card or small gift at Christmas can go a long way to cementing positive long-term relationships.
Good communication
Good and open communication is essential for maintaining a good relationship with your tenants. Ensure your lease agreements are transparent and easy to understand. Be responsive and reply to queries and maintenance requests promptly and provide updates; keep tenants informed about important events (like repairs, inspections, or policy changes).
Maintain the property
Demonstrating that the property is well-maintained and cared for will encourage tenants to do the same. Ensure the property is in good condition with scheduled maintenance and regular upkeep, and address issues like plumbing, heating, or electrical problems as soon as possible. Delays in fixing problems with the property is one of the biggest gripes that tenants have.
Respect privacy
While they may be renting the property, it is ultimately the tenant’s home, and they deserve privacy like anyone else. Always give proper notice before entering the property for inspections or repairs and respect the tenant’s boundaries by avoiding unnecessary visits or disturbances.
Create a safe and secure environment
Security is another bugbear for tenants, especially if they live in a flat or apartment with a common stairwell. They are entitled to a secure property, so ensure locks, alarms, and lighting are functioning to create a safe atmosphere.
Upgrade when possible
Small improvements can make a big difference. Fresh paint, new flooring, or updated fixtures are all reasonably cost-efficient ways to keep the property up to scratch and demonstrate that both it, and the tenant’s wellbeing are valued. Upgrading appliances, especially to more energy-efficient options pays dividends for both tenants and landlords.
Be professional but friendly
It’s important that your tenants feel comfortable reaching out, so as an agent you should be kind, professional, and approachable. It can be a good idea to check in occasionally and ask tenants if everything is going well or if they need anything, without being intrusive.
Offer online maintenance reporting
These days tenants really appreciate easy online access and to be able to report maintenance issues online. They can do this 24/7 if you have a website that enables quick and easy repair reporting. It also reduces delays in responding to tenants and often offers them valuable advice on how to solve simple issues themselves.
SME Professional is the UK’s most feature-rich lettings software. We offer online maintenance reporting and management and deep integrations with third-party platforms such as Fixflo. SME Professional’s CRM provides in-depth management of everything from client accounting to safety certificates and inspections, ensuring your tenants are kept up to date and provided with the best possible service.
Book a demonstration with the UK’s most feature-rich property software CRM and also learn more about our dedicated and fully integrated property websites.
