Tenants are more likely to report a positive renting experience when dealing directly with individual landlords than with letting agents or Build to Rent companies, new research shows.
A poll of over 3,000 private renters across the UK, conducted by Pegasus Insights, found that 70% of tenants renting from individual landlords rated their experience as positive, compared to 60% for those using letting agents. Just 7% of all respondents reported a negative experience.
Satisfaction levels were also higher among those renting from individual landlords, with 81% reporting satisfaction with the service received. This compares to 73% of tenants in Build to Rent accommodation and 68% renting through letting agents.
The findings highlight the important role of small-scale landlords in the private rented sector. Researchers suggest that personal, more responsive relationships may be a key driver of tenant satisfaction particularly in contrast to larger, more commercial operations.
Ben Beadle, chief executive of the National Residential Landlords Association, said: “These findings underline what we have long known. Smaller, individual landlords are an essential part of the rental market and consistently deliver some of the best outcomes for tenants.
“As ministers continue to reform the private rented sector, it’s vital they recognise the positive role of responsible landlords, as well as the importance of trust-based relationships between tenants and landlords. Policy decisions, and the rhetoric around the sector, must be informed by these facts.”
Not biased at all then. Lol.
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The cynic in me is saying that may because the individual landlords are not as stringent on checks as letting agents have to be, may be more vulnerable to feeling pressured into allowing a tenant to do something they are not supposed to or similar.
The same as in a separation, the child often prefers the parent they can twist round their finger and get what they want. It does not mean that is the better parent, just the one that the child prefers…
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It’s hardly surprising that tenants increasingly prefer renting directly from landlords. The interactions many tenants have with large corporate agencies—Connells Countrywide, Leaders Romans Group, Savills, and others—often lack the personal touch and responsiveness that smaller landlords can offer. These agencies, while professional in appearance, can be rigid, slow to act on maintenance issues, and overly bureaucratic. For tenants, especially in a market as competitive and expensive as this, direct engagement with landlords often means faster communication, more flexibility, and a greater sense of accountability. This article underscores the need for letting agents—particularly the larger chains—to rethink how they engage with tenants if they want to remain relevant in a shifting rental landscape.
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