The survey of over 2,000 UK-based tenants found that 31% of those who tried to contact their letting agency with an out-of-hours emergency did not receive a prompt response.
Furthermore, 29% of respondents said their letting agency did not respond to their queries at all.
Unsurprisingly, the study found that 84% of respondents would rather speak to a real person than an automated bot. And despite advances in technology, phone remains the most popular means of contacting agencies, with almost half – 49% – citing this as their preferred means of contact.
AnswerConnect, which carried out the research, claims that many tenants are unhappy with the agent, with 51% of renters describing their relationship with their letting agent as either neutral at best, or that they felt extremely undervalued by their agent.
Fraser Wilson of AnswerConnect commented: “Property management is a ‘people job’ and tenants in the UK are keen to speak with a real person instead of receiving automated responses. As our research demonstrates, effective communication creates a better experience for both tenants and landlords. Be it timely responses or availability, exceptional customer service is ultimately about being there when tenants need it most.”