A growing disconnect between service delivery and perception is emerging in the lettings sector with new research suggesting tenants remain wary of whether agents act in their interests.
Data from Propoly shows that while satisfaction levels are generally high, a significant proportion of tenants still question agent motives.
The survey of 1,000 UK tenants found that 52% rate their letting agent as either ‘good’ (24%) or ‘excellent’ (28%), with similar results for professionalism, where 56% describe agents as ‘professional’ or ‘very professional’.
Responsiveness also scores well, with 62% of tenants saying their agent replies within two days and 24% receiving a same-day response.
POOR MAINTENANCE
Maintenance handling is another relative strength, with 76% rating performance as adequate or very good.
However, issues persist. Around 29% of tenants report poorly managed maintenance problems, 22% cite poor communication, and 21% say queries are ignored or handled too slowly.
More notably, 30% of tenants do not believe their agent is working in their best interests, pointing to a clear trust gap despite otherwise positive service metrics.
Serious disputes remain limited, with just 7% of tenants saying they have escalated issues through formal complaints, the ombudsman or legal routes.
POSITIVE TENANT EXPERIENCE
Sim Sekhon (main picture, inset), Group Chief Executive Officer of Propoly, says: “It is clear from this research that letting agents across the UK are delivering a consistently strong level of service in many key areas, particularly when it comes to professionalism, responsiveness, and the handling of maintenance issues.
“These are essential pillars of a positive tenant experience and the sector should take confidence in these results.”
FAIR AND TRANSPARENT
But he adds: “That said, there is always room for improvement. 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.
“While protecting a landlord’s asset is of course a priority, building trust with tenants is equally important for long-term success and retention.
“By leveraging the right technology and processes, agents can not only address the pain points highlighted in this research but also strengthen relationships, enhance their reputation, and ultimately future-proof their business.”
