Management of communication

Good communication between your Letting Agency, your Landlords and Tenants is a vital tool in keeping your customers happy and retaining them going forward. The office phone will usually start ringing from 9am until 5pm with numerous queries or information from tenants and landlords; where is this month’s rent? Can I have a breakdown of my accounts? There is a problem with my washing machine! The radiator in the main bedroom doesn’t work!

If you manage rental properties you will surely have heard some of these topics or issues arise from landlords and tenants. The problem today is there are too many ways of communicating issues or problems into your office and the information can get lost if you don’t set down some rules or guidelines. 

I list below some of the main communication channels used by landlords and tenants when contacting you or your office.

Management of Communication

via Telephone

The trusty telephone is still the number one way landlords and tenants will communicate with letting agents and property managers. If you use this as your main point of contact for your customers, expect to get a deluge of messages come Monday morning on rent and property management issues. Depending on the size of your rental management portfolio you may need to hire a receptionist to take care of the queries coming in.

management-of-communication-lettings

via Email

This is a very popular and a preferred way for some agencies to communicate with customers, especially with landlords who may be in a different time zone. With access to Smartphones, it is easier than ever to communicate with tenants and landlords and you can sync your work email up to your Smartphone easily. The downside is, you may never be off work with emails popping up frequently, and the communications never stop.  The main danger here is that if you get an email in the night time, come the start of the next working day, you may have forgotten to act upon it.

via Text

Text message is another way of communication management used and sometimes preferred by your customers. It is usually used in non-urgent situations by tenants looking to rent a property or to alert property managers to issues within the property. Tenants along with potential tenants who have poor oral English will send a text as they tend to be better at writing than speaking over the phone.

via Office

You will still get some landlords and tenants who will call into your office to speak to you as they prefer a more personal approach to all of this (old/new) technology stuff.  The good reason for having a nice office is to be able to welcome your landlords and tenants in for a chat. If unavailable, the best approach here would be to log the issues in a diary or leave a message with the designated property manager who will deal with the query if you are not there.

via Social media

Social media platforms such as Facebook and Twitter could be used to communicate with your customers but should probably only be used to promote your brand or notify of an emergency or announcement. This is open for debate and some Letting Agencies may prefer to communicate with people via social media as they can be seen to be proactive at dealing with things.  

via distributed messages from different communication channels

Imagine a property manager using his diary to write down a call from a landlord, communicating with a tenant via text or emailing a landlord their invoices. If your agency uses all of the above to communicate with landlords on rent and property management issues it is vital you use a good tool for the management of communication. A good CRM or online diary with a task manager is a vital tool in your armoury because your information could get lost if it is not noted down or logged.

What form of management of communication do you use in your letting agency? We would love to hear and share with other letting agents and property managers what works best for them. Let us know!

by Colin Napper

Why landlords should choose a letting & management agent

Property Management & Lettings Special- Article taken from Irishexaminer.com 

The rental market in Ireland is proving itself to be one that is the antithesis of boom/bust scenario that we have witnessed in the property sales market of the 1990s/2000s. Instead, it’s a market that has been built up solidly and that is continuing to grow but at a modest rate and without any spikes or troughs in values. 

One agent with over 20 years of experience in the Cork city market puts it thus: “We’re finding that there’s good demand for rental properties, particularly for good-quality property. I don’t know if rental values are on the up; they’re remaining steady in an environment of rising demand.”

“The investor is definitely back in the market, we’re noticing,” says another Cork city agent, who says that yields of between 9% and 16% are too good for those who have money to invest to simply ignore.

An entirely new beast

The property market in Munster and elsewhere is simply not the same as it was and today’s average young working adult is living in a world where a stable rental agreement is something that is important, desirable and perfectly normal.

“Back 15-20 years ago, when couples were settling down in their mid-to-late twenties, they were nearly always looking with the option of buying. The idea of renting was something that was not really encountered by people who were out of their student years and out of their initial years of finding their feet in a job.

“The profile of tenants has completely changed. Many would be renting for five years or more before considering buying and many might be married with children.”

Put another way, there has never been a time like the present one to be in the rental market. It’s a market that’s showing a combination of stability and growth that’s hard to find elsewhere.

Today’s tenant is someone interested in a solid long-term relationship with his/her landlord and who expects a good standard of property in move-in condition. Demand is strong for convenient small apartments in central urban areas but the sort of property that is in even more demand is the three and four-bedroom semi-detached houses, which are getting between €800 and €900 per month in Cork and urban areas.

Taking the stress out

In any financial and legal transaction between two parties, it is desirable to have a middle man. Obligations have to be fulfilled and everything needs to be done according to the letter of the law.

And the law is becoming more complicated and involved all the time. In the case of tenancy agreements, there’s a whole raft of elements that simply weren’t there ten years ago, with more coming down the track. There’s the job of ensuring that the property is listed with the PRTB (Private Residential Tenancies Board) for a start. That’s an important one quite apart from the legal requirement, because the board can also act as intermediaries should any dispute arise. When you’re in a well-organised process such as this, there aren’t normally many problems, but the course of life and that of business never runs smoothly and it’s usually a case of the little things accumulating that can add to the burden of the landlord. There’s the BER (Building Energy Rating) certificate – something that can’t be forgotten. The BER system may have come in for criticism in some circles, but it’s generally accepted at this point as an attempt to ensure good energy standards and transparency. Moreover, it’s a legal requirement and another box amongst a growing list of boxes to be ticked.

Rental agents are happy to tick those boxes. That whole side of the business and how it has evolved is something that comes as second nature to them. They are the ones who are up to date with issues such as the property tax and other obligations that are yet to come.

“Today’s tenants do expect fittings and white goods to be included and all in good working order too,” says one agent involved in both rental management and property sales, underlining the importance of the agent in a well-regulated world where the obligations on the landlord are increasing.

The rental agent, on the other hand, is a professional in the business and all of the above are part and parcel of his/her daily professional routine. By using an agent, therefore, you reduce your own stress levels as well as those of everyone else involved; a win-win situation all round.

Access to a rich seam

The other great advantage of using a letting agent for anyone landlord or potential landlord is the access it gives you to a bank of clients.

For someone looking to find their market of potential tenants, there is simply no better way of getting immediate access to such a considerable chunk of that specific target market.

By engaging a letting agent, the market is brought to you on a plate. The Powell agency in Cork city, for example, has a bank of clients/tenants that’s somewhere in the region of 1,500 – a figure that would not be uncommon. It’s the kind of figure that would be difficult to generate by a landlord operating on their own, even with a wealth of computer marketing skills or any kind of marketing skills behind him.

Selecting the right tenant for you

Screening the applicants is a job that’s every bit as important as agreeing the rental amount and how to pay it. If the tenant is the right one – i.e. someone who has a relatively long-term interest in the location and accommodation type of your property – they are naturally motivated to taking good care of your property and of the relationship with his/her landlord.

This vital function is, again, one that is at the fingertips of those who are in the business and who have built up a level of knowledge and expertise that only they can truly provide.

It’s very important that you’re very diligent with regard to checking references.

Powell using global view to maximum effect in growing sector

Powell Property on the South Mall in Cork city is a company involved in all aspects of the property market, from sales to lettings and property management.

This all-round experience, they say, means that they’re in a position to understand the overall dynamics of the market as well as anyone out there and understand what landlord tenants want from a management service, for example: “Traditionally, we noticed that a lot of landlords might have four or five rental properties,” says principal Michael Powell.

“They would have rents coming in on different days. They’d be trawling through bank statements to see what rental income they had, what their expenses were. We cut all that hassle out and we give them a full ledger report on any income and expenditure for the year, and of course our management fees are completely tax-deductible as well. So from the income tax point of view, it’s very beneficial as well for a landlord or an investor to employ an agent.

“We would also send out a renewal notice 31 days before the lease is due to expire,” says Michael, referring to an aspect of property management that not all agents might carry out quite as thoroughly.

This story appeared in the printed version of the Irish Examiner Saturday, August 18, 2012

Tenant Complaints About Noisy Neighbours

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One of the risks with renting or buying a property is you don’t know who your neighbours are. You don’t know if the neighbours are renting or buying, what kind of people they are etc. Rented properties tend to have more issues associated with them. It’s difficult to figure out a reason why this is the case, maybe it’s because the properties isn’t theirs that they don’t feel the same duty of care to it, but that discussion is a touch tangential to the topic at hand. It can be very frustrating as an agent to be getting complaints from tenants about the neighbours’ activities which are seemingly out of your control. So what can you do? Ask your tenant to keep a log of the noise to see if a pattern emerges. Then try to talk to the neighbours directly, in a polite way of course. Being overly accusatory isn’t going to work. If the noise persists, the following is a route to take.

1. Find out who the management company in charge of the property or the landlord is and get in contact with them to inform them of the complaint

2. If the problem is not fixed, write them a formal letter on company headed paper asking them to fix the problem and inform them of the possibility of PRTB action or eviction

3. If it still isn’t fixed, make a third party complaint to the PRTB (this costs €25 and the complaint form can be found on their website)

If the property is a local authority house, then the local authority would be the first place to contact after the neighbours. In some extreme cases, the Gardaí may be better equipped to handle the problem, or at least would work in conjunction with the other parties involved.

You may also be interested in our blog on Keeping a tenant happy & Choosing the right tenant

Thanks for reading!