Property Management is at the heart of everything we do. Dione Campbell, Head of Property Management shares her view on what makes The Happy Tenant’s offering exceptional.
With extensive experience in the industry, having worked in property management for the past 9 years, Dione has been employed in both block management for developers looking after their residential management prior to joining The Happy Tenant Company. One of the longest-serving employees at HTC, being in her role for 4 years, Dione has got to know the bare bones of most properties managed by the firm.
Dione’s responsibility spans managing the larger clients’ portfolios, ensuring the team of property managers work together to deliver the high service levels, consistency and ambition held by the firm, and dealing with any potential issues raised. She is focused on making sure there is a strict process in place that the team can easily follow, that offers complete assurance to landlords.
At The Happy Tenant, each property manager is assigned their own properties to look after. This means they really get to know their portfolio and client and this depth of knowledge proves essential in maintaining excellence. We understand the responsibility landlords entrust with us and go above and beyond to ensure the trust is preserved.
Dione’s view is that good property management comes down to customer service. She always puts the clients’ needs first and ensures the best value is achieved for all. Whilst her role is largely office based, at times she carries out site visits to meet contractors or check works have been completed to an adequate standard. When property issues do arise, communication is key and is immediately made with the landlord raising the issue and offering a solution to rectify the problem. One of the standard procedures in place is to provide clients with two quotes for any necessary works. The team’s vast experience means they will have a good idea of how much a job should be, but by having two contractors quote for each job it encourages competitive costings. One of Dione’s key strengths is pushing back on anything she feels is unfairly charged to her clients – she treats each property as if it were her own.
Relationship-building is of particular importance to Dione, she thrives on the rapport she has built with her client base. She says ‘I have managed the same properties since starting at The Happy Tenant 4 years ago and during that time have made some great connections. My aim is to keep clients happy with how we are looking after what is often their biggest asset and knowing they trust us. Over the years I have even been invited to clients Christmas parties which shows they really feel I am part of their team’.
This trust is also essential when having to explain to clients maintenance and repair works are necessary at their properties. The client is often hesitant to spend money unless absolutely necessary and Dione has established enough confidence with her landlords that they know she will only recommend works that are vital to ensure happy tenants and required legislation is adhered to. Dione feels The Fit for Habitation Act has positively changed the face of lettings. It improves living conditions and landlords fully support the importance of these regulations.
Part of The Happy Tenant Company’s ethos is that no mark-ups or commissions will be taken from contractors. Complete transparency is offered to further emphasise our commitment to building long-standing relationships with our clients. Dione praises The Happy Tenant’s clear approach and often has positive feedback that landlords feel the same.
Rental Reforms – the industry is seeing the biggest changes in generations
The lettings sector is seeing a substantial overhaul with a number of new industry-changing laws and legislations soon coming in to force. There are 4 million people living in the private rental sector and few places for Landlords to find the all-important information they need to know. We at The Happy Tenant Company have summarised the key points Landlords should be aware of and how they will need to act on them.
Section 21 – ‘no fault’ evictions coming to an end
The government has recently announced plans to consult on new legislation to abolish Section 21 evictions – meaning private Landlords will no longer be able to evict tenants at short notice without good reason. At present Landlords are able to evict tenants in as little as 8 weeks after the fixed term has ended utilising Section 21 of the Housing Act (1988), which has always been an attractive feature for Landlords within the buy to let market. The new changes propose open-ended tenancies meaning private tenants are more secure in the knowledge they will not be swiftly evicted once their fixed term has ended, and more effective means for Landlords to get their property should they need to – in the case of neglect or arrears. Whilst this is an excellent initiative which will encourage peace of mind and security for tenants, the repercussions and costs for Landlords may be increased, especially if court hearings are required in order to evict tenants, which take time to process and are costly. Should a property be professionally managed by a reputable Managing Agent, they will oversee this process on the Landlord’s behalf, ensuring all laws and guidelines are fully complied with and processed efficiently.
Ban on Tenants Fees
1st June 2019 marks a considerable change to lettings procedure with the introduction of the Tenants Fees Act 2019, whereby estate agents and Landlords will no longer be able to charge tenants supplementary fees when renting property on assured shorthold tenancies. It is usual to practise for agents to pass on costs such as inventories and contract preparation to tenants, and from this date, there is stringent regulation in place defining what can and cannot be charged for. This will save tenants across the UK an estimated £240m a year, which equates to £70 per household. This law has been long-awaited, both inside and outside of the industry, as there are a large number of questionable parties who have taken advantage of tenants unaware of the process, charging them exorbitantly, unjustified fees. This has fallen under the radar for many years and has had a negative impact on the reputation of the industry as a whole, therefore as well as protecting tenants, this new legislation will protect Landlords and agents alike. Reputable agents will ensure their Landlord clients will adhere to these regulations, ensuring professional references are still taken for all tenants residing within the rented property.
This is a serious initiative and a breach of the legislation can result in the agent or Landlord being fined £5,000 initially. If there is an additional breach within 5 years the fine can be raised to £30,000 as an alternative to prosecution.
The table below shows the main areas of what can and cannot be charged to tenants post 1st June 2019. Any tenancy dated prior to 1st June 2019 may include fees written into the agreement.
Usually one week’s rent deductible from the initial rent in advance. There are many cases whereby the property rental falls through and the tenant is not refunded the holding deposit
Holding deposit capped to one week’s rent and must be returned in all circumstances should the tenancy not go through, except if the tenant withdraws from the process or does not pass the right to rent check
Previously paid by tenant
It is usual for agents to charge 6 weeks, or in some cases even 8 or 12 weeks deposit
Capped at no more than 5 weeks rent where the total annual rent is below £50,000, or 6 weeks rent where the total annual rent is £50,000 or above
Inventory and check out fees
Cost usually split between the Landlord and tenant, or paid for entirely by the tenant
Cost will need to be covered by the Landlord or agent
Changes to the tenancy
Should a tenant within the property or other parts of the contract need changing, fees are charged at the discretion of the agent
Fees are capped to £50 or reasonable costs incurred, if higher
Default of tenants – such as a lost key or late payment of rent
Tenants can be charged enormous penalties for losing keys/late payment of rent
Should the agent need to replace a key or security device, the Landlord or agent is only permitted to charge reasonable costs incurred
Early termination of Tenancy, when requested by the tenant
Penalties in excess of rental void often charged
Tenants can only be charged for the period of loss the Landlord will incur. I.e. no more than the rent until the end of the tenancy
Sometimes charged to tenants at end of tenancy
No longer allowed. The tenant is required to return the property in the same condition but there is no enforcement of professional cleaning
New Energy Efficient Regulations
Energy Performance Certificates are required by law when letting a private rental property. The certificate determines the energy efficiency of each property and provides guidance on how to increase the efficiency, which is better for the environment and ultimately the tenant’s pocket. The ratings are defined from A to G, with A being the most efficient and G being the least.
Since 1st April 2018 the Energy Efficiency (Private Rented Property) (Amendment) (England and Wales) Regulations 2019 has been in place whereby private Landlords are not permitted to rent properties which fall below the E rating within their EPC. EPC F and G rated properties are the most energy inefficient of our housing stock and impose unnecessary energy costs to tenants and the wider economy, and can lead to poor health outcomes. These properties also contribute to avoidable greenhouse gas emissions.
Properties which were already tenanted prior to April 2018 are able to continue being let until 1st April 2020, when Landlords must normally make energy efficiency improvements which raise the EPC rate to minimum E before they let the property.
If a property is rated F or G, the Landlord is obligated to make the necessary improvements to property to raise the rating. There is a government set budget cap for this which falls at £3,500. If the improvements exceed this amount, Iandlords maybe able to claim an exemption from this prohibition. Managing Agents can advise on and oversee these works, taking the pressure and responsibilities away from the Landlord.
As well as a direct benefit to tenants, with reduced fuel costs and better insulation, there are also a proven number of benefits to the Landlord by improving the energy efficiency including increased tenant satisfaction and reduced void periods, reduced long-term property maintenance costs, and making properties more attractive and easier to let. Managing Agents can advise on and oversee the works, taking the pressure and responsibilities away from the Landlord.
Under the new EPC regulations, local authorities can issue compliance notices and ultimately penalty notices should the property have been let in breach of the regulation. The authority may also publish details of the breach on the PRS Exemptions Register. The penalties will reflect the degree of infringement and the length of non-compliance, with fines ranging from £2,000 to a possible maximum £150,000.
Homes (Fitness for Human Habitation) Act 2018
March 2019 saw the launch of new legislation ensuring all rented property is fit for human habitation, meaning they are safe and free from issues that could cause them harm. There are too many tenants living in squalid uninhabitable conditions and this new law gives tenants the right to make irresponsible Landlords improve their properties or face a financial penalty. If a rented property is not fit for human habitation, tenants can take their Landlords to court. The court can make the Landlord carry out repairs, put right health and safety problems and also make the Landlord pay compensation to the tenant. If a property is already professionally managed, there is little cause for concern as the Managing Agent should ensure the condition of the property is suitable for occupation.
The law is in place for any tenancy agreements dated 20th March 2019 or later. If a new tenancy is dated prior to this date, Landlords have until the date of the next tenancy to make all changes required.
The Happy Tenant Company
The Happy Tenant Company was founded by a group of experienced Landlords who felt the old way of managing their properties needed to be transformed and realised other Landlords would also benefit from a truly professional and specialist service.
Our unique approach ensures Landlords feel safe and secure in the knowledge their prime asset is in competent hands. Our team of knowledgeable property managers take the pain out of property rental and maintenance, giving Landlords complete peace of mind.
We have teamed with a large number of reputable agents and offer Landlords preferential rates, lower than their standard fees with no renewal fees should tenants stay for a further period. We also run a completely transparent system whereby no surcharges for made for arranging repairs and maintenance, nor commission taken from our suppliers. This ensures our Landlords get the best possible returns from their property investment. All this is on top of all the usual services offered by Managing Agents, such as property maintenance and regular inspections.
Contact us for a chat, we would love to hear from you.
Chris Stavrou looks after the Agent Marketing at The Happy Tenant, a unique role in place to form and manage relationships with Estate Agents on behalf of our clients.
Landlords often find dealing with estate agents a pain. If a typical property is on with 3 agents, it means they have 3 agents to instruct, negotiate with and chase upon activity. This can be time-consuming and for a busy landlord is an activity often dreaded. To alleviate this burden, The Happy Tenant Company has a specific Agent Marketing department in place, whose role it is to form and manage relationships with Estate Agents on behalf of our clients. This saves our clients precious time and hassle, and means than when their property is up for rent, they can deal with one person who manages the entire lettings process for them.
With a background as Lettings Manager for a range of London Estate Agents, Chris Stavrou heads this department and has the vital expertise needed to build long-standing relationships with agents. He ensures the below-market level rates are negotiated for Happy Tenant clients and agents are working hard to let clients properties. As well as securing fees of between 5% and 8% for lettings, he will not include an agent to the panel unless they agree to drop any renewal fees should the tenancy continue after the initial period. In the medium and long term, this can save clients thousands, ensuring their rental yield is maximised.
Since joining The Happy Tenant Company over 3 years ago, Chris has built up a panel of xxxx agents, carefully selecting only reputable agents with a proven track record in the industry. Chris speaks to them regularly and ensuring they are marketing available properties effectively and landlords properties are left with minimal void periods.
An average property managed by The Happy Tenant Company will be placed with 3 agents (a list of recommended agents will be provided to landlords to choose from) approximately 8 weeks prior to the tenant vacating the property. Once appointed, landlords are given weekly updates on all activity including number of viewings, feedback and any advice on how the property can let quicker if it is sticking. The average period between instruction and letting is 4 weeks, therefore making void periods rare.
At any one time Chris is managing between 25 and 50 properties for clients and alongside managing the relationship itself, once an agent lets a property, all paperwork, from references to tenancies, is handled by The Happy Tenant. This ensures landlords are safeguarded as all documentation is correctly and legally processed, reducing the chance of miscommunication and error as all contractual elements are held by ourselves.
Chris is passionate about his position and draws on his past experience to gain the best results for clients. Chris says ‘Part of what I loved about being a Letting Manager was doing a deal. Whilst my role now is slightly different, I still get the adrenaline rush when an agent lets one of our clients’ properties. Speaking to agents and pushing them is the same as when I had my own team, only now there are xxx of them and in offices all around London’.
A landlord himself, Chris knows first-hand what issues are prevalent for landlords and how best to tackle these. He develops strong relationships with clients and is often their main contact within the company. He keeps in regular contact with landlords, understanding the trepidation felt by a landlord when their property could be vacant and assures them all is being done to avoid the property having a void period.
The team is the conduit between the agent and landlord and has been very well received by clients and agents alike.
The Happy Tenant Company received the Silver Awardin the Best Letting Agent for Landlords/North West London at the prestigious ESTAS Customer Service Awards for 2019, the biggest Awards in the UK property industry. The winners were announced by Phil Spencer, the TV property expert at a lavish luncheon & ceremony at the Grosvenor House, Park Lane London attended by 1,000 of the UK’s top property professionals.
The Awards, celebrating their 16th year determine the best estate and letting agents in the UK based purely on feedback from customers who are asked a series of questions about the service they have received from their agent, over 45,000 surveys were completed by customers via the ESTAS feedback platform.
Phil Spencer, who has hosted the ESTAS every year since their inception in 2003 said “The ESTAS encapsulates what your typical agent is trying to do, which is to provide honest, transparent service for their clients. These awards are special because shortlisted and winning firms are selected purely on the service they deliver. Real feedback from real customers experiencing real service, I don’t think there can be a greater honour in the industry than to receive an award based on that mantra.”
Estate and letting agents were recognised in counties and regions around the UK. National Grand Prix Awards were also announced for the Best Single Agent Office in sales and lettings.
Simon Brown Founder of The ESTAS said “At The ESTAS we’re proud to say we believe in old fashioned values like customer service. We know how hard it is to deliver it and that’s why we put the spotlight on property firms who are committed to providing excellent service. The ESTAS review and awards platform brand helps agents generate consumer trust.”
Gary Bramall, Chief Marketing Officer for Zoopla addressed the audience“Zoopla has proudly supported The ESTAS for 9 years, which recognises your passion to be the best agents ever by creating unforgettable experiences for your customers. Great customer service should be the DNA of your entire company, not just a department and because we know how demanding your customers are, that makes these awards so special.”
Yesterday, the Government made an announcement that Communities Secretary, Rt Hon James Brokenshire MP described as the biggest change to the private rental sector in a generation.
As part of a complete overhaul of the sector, the government outlined plans to consult on new legislation to abolish Section 21 evictions – so called ‘no-fault’ evictions.
This will bring an end to private landlords uprooting tenants from their homes with as little as eight weeks’ notice after the fixed-term contract has come to an end and will effectively create “open ended” tenancies.
Previously, landlords had typically gone down the Section 21 route for such issues as rent arrears, damage to the property, anti-social behaviour, tenant refusing to allow access for maintenance or compliance checks, and other such issues.
This line of repossession of the property is looking like it will now be closed down although there is still the consultation to take place, so nothing is set in stone.
However, it does show the direction of travel of the Government’s wish for the private rented sector … and that is to re-balance the relationship between landlords and tenants, by diluting the power landlords have over tenure.
Unsurprisingly, industry stake-holders, lettings agents, and landlords took to social media yesterday and made this a trending topic:
Adam Joseph, CEO of the Happy Tenant Company commented:
“My view is that this is just another reason to deter would be investors entering the buy to let market and encouraging existing landlords to exit.
Considering the shortage of homes in the UK which is constantly highlighted in the press, it seems totally counterproductive. Add this to the impending Tenant Fee Ban, we are clearly entering an unstable time for the sector.
Following the Deregulation Act 2015, it is already a minefield to try and gain possession and this will make it even more complicated.
Whilst I appreciate tenants need protection and security, Landlords should have the option to terminate a tenancy for relevant and justified reasons, especially if they intend to sell or perhaps not achieving a fair market rental value”.
David Smith, Policy Director for the Residential Landlords Association said:
“Whilst the RLA recognises the pressure being placed on Government for change, there are serious dangers of getting such reforms wrong.
“With the demand for private rented homes continuing to increase, we need the majority of good landlords to have confidence to invest in new homes. This means ensuring they can swiftly repossess properties for legitimate reasons such as rent arrears, tenant anti-social behaviour or wanting to sell them. This needs to happen before any moves are made to end Section 21.
“For all the talk of greater security for tenants, that will be nothing if the homes to rent are not there in the first place. We call on the government to act with caution.”
Richard Lambert, NLA chief executive, says:
“Landlords currently have little choice but to use Section 21. They have no confidence in the ability or the capacity of the courts to deal with possession claims quickly and surely, regardless of the strength of the landlord’s case.
England’s model of tenancy was always intended to operate in a sector where Section “21 exists. This change makes the fixed term meaningless, and so creates a new system of indefinite tenancies by the back door.
“The onus is on the government to get this right. It’s entirely dependent on the government’s ability to re-balance the system through Section 8 and court process so that it works for landlords and tenants alike. The government should look to Scotland, where they reformed the court system before thinking about changing how tenancies work. If the Government introduces yet another piece of badly thought-out legislation, we guarantee there will be chaos.”
David Cox, CEO of Association of Residential Lettings Agents commented:
“The effects of the Tenant Fees ban from September 1 have not yet been felt. Although in the majority of cases there is no need for Section 21 to be used, there are times when a landlord has to use the measures to regain possession of their property.
An end to Section 21 could be devastating for existing supply in the private rented sector and on new landlords considering investing in buy to let properties.”
The amount of legislation and regulation coming down the pipe for landlords (and currently in consultation) is significant.
Section 21 is one example, but there are numerous others.
With fines for non-compliance being up to £30K, landlords who do not think they can keep up with legislative changes should definitely consider letting their property through a professional agent or property manager.
At the Happy Tenant Company, we provide this service in London and for properties within the M25.
In our opinion and experience, property management is a topic that sometimes gets relegated to the back-burner, particularly by newcomer landlords.
When starting out in property investment, many people focus solely on the acquisition of the property, a process which takes a few months.
However, once acquired, the landlord is going to be in a commercial relationship with that property for up to 25 years, yet little thought is given to this part of the landlord lifecycle and how it might influence the overall profitability of the activity over the long term.
Many first timer landlords are under the impression that you rent out a property, sit back, and watch the rent come in. They believe this is a passive phase when in fact it is the start of managing and protecting both your tenant and your prize asset!
It is always worth remembering that tenants are people, not a rent payment.
As a landlord, you are legally obliged to provide a safe and compliant home and also a service to your tenants, such as undertaking repairs and maintenance in a timely manner, and ensuring that your property is safe for your tenants to reside in.
Failure to do this can result in penalties of up to £30K, and, in very extreme cases, your tenant being injured, harmed, or even killed as a result of your failure to meet your legal obligations.
This blog is posted on the one year anniversary of when a family of four from a rental home in Bishop’s Castle, a small market town in the southwest of Shropshire, were saved by smoke alarms after their house caught fire.
The above story contrasts with one from three years ago when two small children died in a rental house where smoke alarms were not fitted.
So fitting smoke alarms is just one example of how important compliant property management is. Lives literally are at stake!
No landlord EVER wants to receive a phone call notifying them of some tragic event at their property and this is why we believe landlords should place more importance on ensuring their property is professionally managed.
Aside from ensuring compliance, there are many other benefits of professional property management.
1. Tenants stay longer
If repairs and maintenance are undertaken promptly, it stands to reason that tenants will stay longer as they are happy in their rental property and know that they are renting from a responsible landlord. Happy tenants are more likely to pay the rent on time and also look after the property.
2. Maintenance costs are actually reduced
Fixing and repairing issues when they first occur means that costs are actually reduced. This is because, if something – for example a water leak – is not dealt with quickly, it can escalate and cause far greater damage.
3. Less voids
A well maintained property presents well on viewing to prospective tenants, meaning that it will let more quickly and therefore will suffer fewer void periods.
4. Achieve higher rents
A well maintained property will be able to achieve higher rents. However, if a property starts to deteriorate, the rents it can achieve will decrease and this tends to be a downward spiral.
5. Nip problems in the bud thereby reducing costs
A good property management company will encourage mid-term property inspections to see if the tenancy is running smoothly and how the tenant is living in the property. The Happy Tenant Company outsources this service as they feel it’s a specialist role and the level of detail in the report could be the deciding factor in a dispute. They have a panel of clerks who offer discounted rates for their landlords.
Mid-term property inspections will flag up such issues as repairs or maintenance that the tenant has failed to report, or, for example, if the tenant has sub-let the property, become a hoarder, or is not keeping to the terms and conditions of the tenancy.
One huge issue for landlords is rental properties developing condensation and/or mold. Mould and damp is very dangerous to health, particularly in respect of young children, elderly, or infirm people, and it is one of the commonest complaints against landlords by tenants. However, in most cases it is usually caused by the tenant not ventilating the property properly and/or drying clothes on radiators.
A professional Property Manager will notice this problem occurring and advise the tenant how to ventilate the property properly by opening windows, turning on extractor fans etc. If the damp and mould is caused by a fault in the building fabric itself, this can be identified, and the landlord will have to undertake some remedial works to get rid of it. One thing is certain – damp and mould are a big issue and one that tenants can go to the local authority with as a disrepair claim – so dealing with it quickly and appropriately is very important to protect the landlord from penalties (see below).
Again, addressing these issues as soon as they are seen to arise will ultimately mean the costs of resolving them are far less than if they are allowed to fester and/or escalate.
6. Protect the landlord from fines and penalties
Landlords can be fined up to £30K for not providing a compliant and safe home and attending to dis-repair issues. The tenant can bring a dis-repair claim via the local authority against the landlord and these costs can escalate and become very significant. So Professional Property Management protects the landlord against legal risk and also gives peace of mind that the property is safe and legally compliant.
7. Keep costs reasonable
A professional Property Manager will have a good understanding of how much repairs and maintenance cost and have contacts with trusted tradespeople to undertake repair and maintenance work.
Many novice landlords are taken advantage of by unscrupulous trades who over-charge for work, so a Property Manager can ensure that all costs incurred to maintain and repair the property are fair and reasonable and also that the tradesperson is fully insured to undertake the work.
At the Happy Tenant Co. we only charge our landlords the exact amount invoiced by the tradesperson i.e. we do not add on “commission” or admin charges, unlike some other firms.
8. Maintain asset value
A property is probably the biggest investment that any individual will make. It therefore makes sense to repair and maintain a property as this helps maintain the value of the asset over the long term.
A property that goes into a state of dis-repair will start to lose value and desirability within the marketplace for both sale and rental.
8. Property management is tax deductible
When the tax landscape for landlords is becoming increasingly onerous and hostile, it is worth noting that any fees spent on professional property management are tax deductible and can therefore help reduce a landlord’s tax liability.
The Happy Tenant Co. specialises in professional Property Management within London and the M25. We have built up relationships with trusted tradespeople and suppliers and we ensure that all properties and tenants in our care are treated to the highest standards of service.
Happy Tenant Co. CEO, Adam Joseph, was recently interviewed by Property Tribes landlord community on the important topic of Property Management:
If you have a property portfolio in London or within the M25, why not give us a call to discuss how we can take over the property management of your portfolio, so that you can enjoy all the benefits outlined in this blog, including, of course, that all-important peace of mind – and there really isn’t a price that can be put on that!
The Happy Tenant Company are excited to announce their latest addition to the team. Elaine Aristides has joined as Business Development Manager mainly tasked with promoting their services to Portfolio Landlords and ‘Build to Rent’ Developers who can benefit from this one stop shop of services. Elaine comes with over 15 years’ experience within the property industry in various roles including Head of Property Management and Business Development.
This experience gives Elaine a solid understanding of both Landlord and Tenant needs and what a model property management service should offer. Elaine says, “The Happy Tenant Company prides itself on transparency and integrity, which is often lost among many traditional Managing Agents who can tend to be more focused on sales and lettings as opposed to the actual management of the property.”
Elaine has been hired by The Happy Tenant Company in order to promote their unique property management service which incorporates not only the day to day management but also how they are able to offer Landlords reduced Tenant Finding fees with no renewals via a panel of Letting Agents.
This is just one example of how they are leveraging their size to gain discounts from suppliers in order to maximise their Landlords return on investment. Having carried out recent surveys on Landlord requirements and concerns, The Happy Tenant Company always try to be proactive with new technology, better communication and staying on top of new Regulations.
The team are very excited to see what Elaine can bring to the table and are confident that their success will continue to grow across London. Please kindly refer to the website for further information on services.
We live in an age where people want things instantly. Especially in London, where you will find people passive aggressively tutting at the slightest delays of their train or bus. The ability to access any information you want in a matter of seconds with a device that fits in your pocket has certainly furthered this attitude.
Embrace the On Demand Property Viewing
It would be wise for property management companies to embrace this change in people’s way of life. The competition is always increasing and companies offering everything online, including property viewings at a time that suits the customer.
Whilst you may finish work at 5 pm/6 pm, your website is always on. The online forms are ever present there, as is your phone number and email address. This tells the potential customer that you are open 24/7 and that they can contact you whenever they want and expect a swift response.
People are able to watch any film or TV show instantly, listen to any song instantly, buy almost anything and have it delivered to their home the next day. This has taught people that they can have anything on demand, even a property viewing.
It is important to have an accompanied viewing, a property expert there to answer any questions a potential tenant may have. Therefore, property companies need to be prepared to cater to viewings outside of their office hours. Especially as you should consider that most potential tenants will have the same office hours. This could involve hiring staff to work evenings and weekends to ensure all time requests are covered.
This all may seem excessive and like adding more work but ultimately it should lead to a happy tenant.
If you want to know more about how a property management company can help you, then please contact us today.