{"id":9941,"date":"2022-08-10T10:28:40","date_gmt":"2022-08-10T09:28:40","guid":{"rendered":"https:\/\/www.answerconnect.co.uk\/blog\/?p=9941"},"modified":"2022-08-23T11:17:43","modified_gmt":"2022-08-23T10:17:43","slug":"uk-tenants-letting-agents-survey","status":"publish","type":"post","link":"https:\/\/www.answerconnect.co.uk\/blog\/news\/uk-tenants-letting-agents-survey\/","title":{"rendered":"UK Letting Agencies: The Challenges of Maintaining Contact With Tenants"},"content":{"rendered":"\n<p>Recent research commissioned by the virtual receptionist services provider AnswerConnect shows that UK letting agencies are struggling to maintain communication with their tenants. Following significant growth in the rental market, tenants say their biggest challenge is receiving a response to problems.<\/p>\n\n\n\n<p>The survey of over 2,000 UK-based tenants found that 31% of those who tried to contact their letting agency with an out-of-hours emergency didn\u2019t receive an immediate response. With the market booming, rental agencies and landlords are under added pressure to respond to clients. The survey laid bare the challenges facing letting agents and landlords, with covid restrictions limiting in-person contact.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/08\/Man-calling-plumber-while-catching-leak-in-bucket-1024x683.jpg\" alt=\"Worried Man Calling facilities management service While Leakage Water Falling Into Bucket At Home\" class=\"wp-image-9645\" srcset=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/08\/Man-calling-plumber-while-catching-leak-in-bucket-1024x683.jpg 1024w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/08\/Man-calling-plumber-while-catching-leak-in-bucket-300x200.jpg 300w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/08\/Man-calling-plumber-while-catching-leak-in-bucket-768x512.jpg 768w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/08\/Man-calling-plumber-while-catching-leak-in-bucket.jpg 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Maintaining human connection<\/h2>\n\n\n\n<p>UK tenants seek human connection when communicating with letting agencies. A resounding 84% of respondents would rather speak to a real person than an automated bot. And despite advances in technology, the phone remains the most popular means of contacting agencies, with 49% citing this as their preferred means of contact.<\/p>\n\n\n\n<p>This struggle to provide real human connection has had a significant impact on relationships between tenants and property owners. The challenge of maintaining communication can make it difficult to build relationships with tenants; a third (30%) of respondents say they\u2019d seek an alternative solution after a negative first experience with a landlord or letting agency.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/08\/Angry-female-caller-on-phone-to-letting-agents-1024x683.jpg\" alt=\"Woman on phone frustrated with Letting Agency Customer Service\" class=\"wp-image-9644\" srcset=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/08\/Angry-female-caller-on-phone-to-letting-agents-1024x683.jpg 1024w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/08\/Angry-female-caller-on-phone-to-letting-agents-300x200.jpg 300w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/08\/Angry-female-caller-on-phone-to-letting-agents-768x512.jpg 768w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/08\/Angry-female-caller-on-phone-to-letting-agents.jpg 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p><strong>Mattering (Marketing) Director at AnswerConnect, Fraser Wilson said: <\/strong>\u201cThe increasing demand for rental properties is placing letting agencies under significant pressure. That challenge includes providing tenants with personal connection through real human interactions.\u201d<\/p>\n\n\n\n<p>\u201cProperty management is a \u2018people job\u2019 and tenants in the UK are keen to speak with a real person instead of receiving automated responses. As our research demonstrates, effective communication creates a better experience for both tenants and landlords. Be it timely responses or availability, exceptional customer service is ultimately about being there when tenants need it most.\u201d<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"684\" src=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/08\/Man-sat-at-computer-ordering-online-1024x684.jpg\" alt=\"Afro american talks video chat on computer in cafe with cup of coffee frustrated with Letting Agency Customer Service\" class=\"wp-image-9635\" srcset=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/08\/Man-sat-at-computer-ordering-online-1024x684.jpg 1024w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/08\/Man-sat-at-computer-ordering-online-300x200.jpg 300w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/08\/Man-sat-at-computer-ordering-online-768x513.jpg 768w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/08\/Man-sat-at-computer-ordering-online.jpg 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>Want to learn more about how you can improve the customer experience for your tenants? <a href=\"https:\/\/www.answerconnect.co.uk\/industries\/real-estate-call-answering-service\">Click here<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>We commissioned OnePoll to conduct a survey of 2,000 UK tenants about their experiences with landlords and letting agencies. Here\u2019s what we found. <\/p>\n","protected":false},"author":6,"featured_media":9643,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18],"tags":[204,220,166,221,222],"class_list":["post-9941","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news","tag-customer-experience","tag-letting-agency-customer-service","tag-property-management","tag-survey","tag-tenants"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Letting Agency Customer Service: How do UK Tenants Feel?<\/title>\n<meta name=\"description\" content=\"We commissioned a survey of 2,000 UK tenants into their experiences with landlords and letting agencies. Here\u2019s what we found.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.answerconnect.co.uk\/blog\/news\/uk-tenants-letting-agents-survey\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Letting Agency Customer Service: How do UK Tenants Feel?\" \/>\n<meta property=\"og:description\" content=\"We commissioned a survey of 2,000 UK tenants into their experiences with landlords and letting agencies. 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