PlanetRent's research has revealed that small landlords' biggest problem is being chased by tenants who have unrealistic expectations around repairs.
Any long-standing landlord will knows that if they ignore a repair, the cost of fixing it is invariably going to escalate. It is, therefore, rarely the avoidance of repairs that causes problems but the aggravation of arranging everything. This is as well as the need to dampen down the tenants’ expectations. A landlord lets and a tenant rents a property in good faith, on the understanding that each party will behave responsibly: the tenant will protect the property and in return, the landlord keeps things in working order. Having said that, things do break down, wear out, stop working or need replacing.
A good landlord will have a service level agreement in place. They will ensure that this is given to the tenants before they move in, to help manage expectations should anything go awry. Tenants cannot expect a 24-hour in-house maintenance engineer in post, and contractors will not want to turn up on a weekend. Tenants must be realistic and appreciate that this will be the case. They too have a part to play in getting things fixed.
PlanetRent provides a standard service level agreement by quoting target response times for the 45 most common rental repair issues. This is as part of its tailor-made tenancy journey and is shared with tenants via email when they move in. It is also on their tenant portal and when they log a repair. This has a 'target date' set by the landlord. This all helps to manage the tenant’s expectations as well as demonstrating that the landlord is acting reasonably while protecting the landlord’s position.
Mary-Anne Bowring FIRPM FRICS FARLA FCABE Founder/Head of Asset Management
Strategic partnerships, holistic delivery/ opportunities, growth, value engineering, thought leadership
Ian Barber MD BTR Mobilisation & Leasing
Runs HQ & site lease-up teams. Drives rent pricing, mobilisation, marketing, happy residents!
Jon Curtis MRICS Head of Building Engineering
Chartered Building Surveyor. Lectures on EWS1 & building safety. Runs CapEx programmes.
Kate Robinson MIRPM MD Blocks/FM Management (London Region)
Master plan setup, ops and staffing and resident engagement. ISO45001 champion.
Lee Harle Partner Ringley Law
Plot conveyancing. Debt litigation. Group Company Secretary.
Anthony Kingdon MIRPM AssocRICS MD Blocks/FM Management (North Region)
Stakeholder engagement. Mixed tenure specialist. Budget management. Plant audit, PPM compliance.
Chris Georgalis MRICS Head of Commercial Valuation
Chartered Valuer. Rental valuations: retail, leisure. IRR modelling and valuations for secured lending. Compulsory purchase & rent reviews
Nichola Pughe MRICS Head of Residential Valuation
Chartered Valuer. Rental development & mixed use valuations, IRR modelling. Leasehold enfranchisement specialist
Libby Chen MSc Compliance Manager
Operational Plant & Equipment strategy PPM Compliance lead, Asset tagging Client major projects
Dipesh Parekh Director PlanetRent
Customer centric, vertically integrated PropTech/fin-tech solutions.
Leana Aristodemou MIRPM MARLA AssocRICS Strategic lead: ESG & Asset Business Plan delivery
Financial modelling, valuation analyst to support underwriting & fund reporting.
Natalie Birmingham Helpdesk Support Manager
Trainer & Helpdesk Manager: people, systems,contractors. ISO45001 supply chain accreditation.
Steve Norman Planning Director
Land due diligence (opportunities & constraints) Has contributed to a number of award winning schemes.