Providing Applicants with an ‘Amazing Service’

"There’s no pressure on us to let a property at any cost, just the drive to get the right person in the property."

“There’s no pressure on us to let a property at any cost, just the drive to get the right person in the property.”

Young London’s focus has always been on providing the best possible customer service experience. As the Senior Property Consultant I know that providing a great experience – from the first moment we’re contacted by an applicant up until the time we pass them on to our colleagues in Contracts and Property Management – not only benefits the customer but also our landlords.

Making a lasting positive impression on an applicant can mean the difference between them staying with us for many years and moving on at the first opportunity.

In this blog I will talk about how my team goes about forging a great relationship with the applicant and thus fulfilling our all-important ‘Amazing Service’ mantra.

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‘Right To Rent’ Pilot Starts

'Right to rent' checks rolled out in West Midlands

‘Right-to-rent’ checks rolled out in West Midlands

Back in September the Government announced that, from December 1st, the West Midlands would be used as a testing ground for the new ‘right to rent’ checks.

From yesterday a landlord (or their lettings agent) who lets out property in Birmingham, Walsall, Sandwell, Dudley and Wolverhampton will need to conduct ‘right to rent’ checks. This new initiative is part of the new Immigration Act 2014 and failure to comply – and thus let to a tenant who has no right to be in the UK – will result in a £3,000 fine per breach.

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Revenge Eviction Bill Does Not Proceed

Sarah Teather’s Tenancies (Reform) Bill is talked down at its second reading

Sarah Teather’s Tenancies (Reform) Bill is talked down at its second reading

Sarah Teather’s Tenancies (Reform) Bill, dubbed the ‘Revenge Eviction Bill’, has failed to proceed from its second reading in the House of Commons.

During the debate MPs Philip Davies and Christopher Chope decided to ‘talk out’ the Bill so that only 60 MPs managed to vote before time ran out. This stopped the bill from receiving the 100 votes that are required for a motion to proceed.

The bill had received cross-party support but was openly opposed by leading landlord associations, who claimed it could lead to landlords finding it difficult to take back possession of their properties from problem tenants.

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Customer Service 2014: A Year End Review

Samantha Richardson,General Manager - Resident Services, Young London

Samantha Richardson, General Manager – Resident Services, Young London

In November 2013 the International Property Awards crowned Young London as the Best Lettings Agency UK 2013/14. This accolade instilled a lot of pride in the team – who work hard all year round – but it also meant that we entered 2014 with a challenge; to deliver a level of service that lived up to this honour.

To help us measure our success Young London continued to take the unique approach of encouraging our residents and landlords to provide detailed feedback on how the team is performing. This is undertaken at key points during the relationship (check-in, renewal and check-out) where they are contacted by the independent customer service specialists, RealService, and asked to rate our performance in key areas.

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Worrying Lack of Awareness about Redress Schemes

Worrying Lack of Awareness about Redress Schemes

Worrying Lack of Awareness about Redress Schemes

A recent survey has made the claim that only 0.5% of the public are aware of the existence of the three Government approved redress schemes.

Since October 1st, a letting agent must legally be a member of one of these schemes to allow renters a recognised and independent route to take any complaint.

The schemes – the Property Ombudsman, Ombudsman Services Property and the Property Redress Scheme – are there to assess tenant complaints and can award compensation where they believe it to be appropriate.

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Landlords find ‘going it alone’ stressful

Landlords find 'going it alone' stressful (Image by Firesam!)

Landlords find ‘going it alone’ stressful (Image by Firesam!)

A survey of 759 landlords found that 1 in 4 feel the whole experience of letting and managing their rental property was far more stressful than they had expected. A huge 67% of those questioned stated that they felt that their stress levels were higher than they were 12 months ago.

Unsurprisingly, expat landlords felt that they were under the most stress due the distance between them and their property, hampering their ability to properly manage it.

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Private Rented Sector Place Branding

Tim Lewis, Director of Strategy, Small Back Room

Tim Lewis, Director of Strategy, Small Back Room

Whether you like it or not, it seems the Private Rented Sector (PRS) has been slower than most in recognising the capability of a ‘brand’ in influencing customers’ decision making process. The sector needs to shift its thinking about how a strong brand proposition is increasingly important in the PRS.

The role of brands and branding in property marketing has always been an interesting debate. The agents have one opinion, the developer another and often the marketing department yet another. The answer is never clear cut. There is however, one common agreement – if you get it right, a good brand will add value.

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Property Management Guide: Winter Tips

Property Management Guide: Winter Tips

Property Management Guide: Winter Tips

As the mercury begins to drop, signalling the start of Winter proper, it’s a perfect opportunity to remind renters that the cold weather can cause all manner of issues in your home, especially if no action is taken to counter the effects of the adverse weather.

To provide a lending hand the Young London Property Management team put our heads together and came up with some top tips that can help renters protect their home as the cold winter months close in.

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Young London Receives London Rental Standard Accreditation

London Rental Standard

London Rental Standard

Young London are pleased to announce that we have received London Rental Standard accreditation.

As an accredited letting and managing agent our applicants, residents and clients can enjoy peace of mind knowing that they’re dealing with an agency that fully complies with the law and offers a good service.

The London Rental Standard, a voluntary set of minimum standards, was created by the Mayor of London (Boris Johnson) to set out the level of service that those operating in London’s Private Rented Sector are expected to adhere to.

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Campaigning to Improve Electrical Safety in the Private Rented Sector

Phil Buckle, Director General of Electrical Safety First

Phil Buckle, Director General of Electrical Safety First

With an estimated 9 million people living in private rented accommodation, the Private Rented Sector (PRS) is a major and expanding element in England’s housing market. But such rapid growth brings its own problems, with safety a key concern and electrical safety a particular priority.

Around half of all domestic fires in Great Britain arise from electricity, killing one person each week, and well over a quarter of a million (350,000) are seriously injured by electricity each year.

In the PRS, if a landlord fails to ensure electrical safety in their rented properties then they can face significant financial risks from fires and invalidated insurance claims. Yet the regulations surrounding electrical safety are piecemeal and ambiguous – and poor electrics are often ‘invisible’, lying undiscovered until a serious accident occurs.

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In Conversation With… Bill Hughes

Bill Hughes, President of the British Property Federation

Bill Hughes, President of the British Property Federation

We are regularly in conversation with a plethora of leading figures in the property, investment, finance and charity sectors, many of whom are guest authors for PRSupdate. The purpose of this feature is to get them to discuss the topics and issues that are currently affecting the Private Rented Sector.

If you would like to take part in an In Conversation piece then please do get in touch with us.

Today we are in conversation with Bill Hughes, President of the British Property Federation.

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Young Group at RESI 2014

RESI Café 2014

RESI Café 2014

Once again, Young Group was in attendance at the annual Property Week RESI Conference, and sponsor of the ever-popular RESI Café.

The event was a resounding success with around 1,000 of the residential property sectors’ good and great in attendance.

All of the conference delegates received a copy of the latest biannual PRSupdate publication. The overarching theme of this issue is ‘Delivering the Private Rented Sector’, which was received with great enthusiasm and complemented the themes presented by the event’s speakers.

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Landlords Lack Awareness of their Agent’s Professional Memberships

Property Academy Landlord Survey

Property Academy Landlord Survey

A Property Academy survey, which questioned 2,948 landlords, has turned up some interesting information in regards to landlord awareness of what professional memberships their chosen lettings agent hold.

Over half (55%) of the landlords that use a letting agent did not know whether that agent was a member of a professional body. Only 37% were aware if their agent was a member of the Association of Residential Letting Agents, the largest membership body in the lettings sector.

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Revenge Eviction Bill Proposed

The government backs bill to end retaliatory evictions

The government backs bill to end retaliatory evictions

The Government, in the form of Communities Minister Stephen Williams and Housing Minister Brandon Lewis, recently gave their backing to a Private Members Bill, put forward by Sarah Teather MP (LibDem), which aims to end the practice of retaliatory evictions.

The Bill has been backed by a number of organisations, including the housing and homelessness charity Shelter who stated, “no one should face eviction for complaining about bad conditions. The government’s – and ultimately Parliament’s – support for Sarah’s Bill could end this practice once and for all.”

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Time is Running Out for Letting Agents to Join a Redress Scheme

Time Running Out for Letting Agents to Join a Redress Scheme

Time Running Out for Letting Agents to Join a Redress Scheme

Housing Minister, Brandon Lewis, has confirmed that October 1 is the deadline by which all letting agents in England must have joined an approved redress scheme (the Property Redress Scheme, Ombudsman Services Property and The Property Ombudsman).

It seems there will be no grace period, so agents operating in England (the obligations do not yet apply to Scotland, Wales or Northern Ireland) that are not already a member of one of the three schemes should quickly rectify that.

In 18 days any agents that has not signed up to a scheme will be breaking the law and can be fined up to £5,000.

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