I think that lettings and property management has a unique pressure as you have long, ongoing relationships to maintain with both sets of clients – your landlord who pays your fees and the duty of care you have to the tenant.
It is imperative in a busy market that you don’t lose sight of what you are there to do. You are there to keep people calm and happy, so managing expectations is key.
One area of property lettings and management is complaints; we try to deal with them efficiently. Maintenance duties are a good example. At the moment, during the pandemic, if a maintenance issue is not deemed an emergency, we are unable to attend, so we tell people early on what we are able to do and not able to do.
What about the effect on professionals?
The pressures of this market are easily absorbed by staff and that’s important to realise. We must look after our staff as they are the face of the company, and they need to be able to put their hand up and ask for help and breaks when they need it.
Properties are letting so quickly, and people are not moving out because of the lack of available property; when one comes available, we might get 200 people wanting that property. It becomes a real skill to pre-vet applicants, so you know the best tenant for your client. The demand on our staff in these situations can be immense because they are registering everyone and ensuring we are fair to everyone involved.
I’ve been doing this for 30 years, and this…