Recent research highlights a persistent trust gap between tenants and letting agents, despite generally positive ratings for service quality. While many tenants acknowledge professionalism and responsiveness, a significant minority remain sceptical about whether agents truly act in their best interests.

Positive Ratings Amidst Lingering Doubts

Research conducted by Propoly surveyed 1,000 tenants and found that over half rate their letting agents favourably. Specifically, 24% described their agent as ‘good’ and 28% rated them ‘excellent’, indicating broadly positive views of day-to-day service. Additionally, 25% of tenants considered their agent ‘professional’, with 31% describing them as ‘very professional’.

Response times also received commendations, with 62% of tenants reporting that their queries were answered within two days and 24% hearing back on the same day. These figures suggest that many agents are meeting expectations in terms of communication and maintenance handling.

Room for Improvement in Trust and Transparency

Despite these encouraging service ratings, trust remains an issue. Propoly’s chief executive, Sim Sekhon, emphasised the importance of perception alongside performance, stating: “The findings show that perception matters just as much as performance, and agents must work harder to demonstrate that they are acting fairly and transparently for both landlords and tenants.”

He added that while protecting landlords’ assets is a priority, building trust with tenants is equally vital for long-term success and tenant retention. This highlights a need for agents to balance their responsibilities carefully and communicate their actions clearly to tenants.

Mixed Feedback on Maintenance and Communication

Maintenance handling received mixed reviews. Around 40% of tenants felt that issues were dealt with adequately, and 36% rated the performance as very good when problems arose. However, nearly a third (29%) reported poor management of maintenance issues, with 22% citing poor communication and 21% stating that their queries were ignored or handled too slowly.

These figures suggest that while many agents manage maintenance effectively, a substantial minority of tenants experience dissatisfaction, which may contribute to the trust gap.

Reluctance to Escalate Complaints

Interestingly, only 7% of tenants said they had taken an issue involving their landlord through a formal complaint procedure, an ombudsman, or legal channels. This low figure may reflect a lack of confidence in the complaint process or a preference to avoid confrontation, further underscoring the importance of proactive communication and transparency from agents.

What this means for landlords

For landlords, these findings underline the value of working with letting agents who not only deliver professional and responsive service but also actively foster trust with tenants. Ensuring tenants feel their interests are considered can improve tenant satisfaction and retention, reducing void periods and turnover costs.

Landlords should encourage agents to maintain clear, timely communication and to handle maintenance issues efficiently. Supporting agents in demonstrating fairness and transparency can help bridge the trust gap, ultimately benefiting both landlords and tenants.

Source: Based on reporting from Property118

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