The Renters’ Rights Bill - Why preparing for change is key to Minimising Risk
I have been decidedly quiet on LinkedIn for the last 4 or 5 days to reflect and take stock of what is happening in the PRS, and to be honest, rest my eyes from all the reading I have been doing over the last 7 months – well more if we factor in the Bill from the previous government.
Research, reading, analysing, interpreting, formatting courses, drafting questions, drafting answers, writing blogs, attending legal seminars & courses, speaking at events, delivering webinars & courses are all part of the remit and require planning. The last time my colleagues and I encountered this volume of work was with the introduction of the Housing Act 2004. I had just embarked on my career in the PRS and sat back whilst my colleagues and barrister / mentor / friend / oracle did the heavy lifting.
Private Rented Sector in 2024
As the year 2024 draws to a close, it is often a timeto reflect on the accomplishments, challenges, and growth experienced over the past twelve months. This year has been one of significant change and innovation, with organisations adapting to an evolving private rented sector, regulatory landscapes, and the ever-present need for resilience in a competitive environment.
So many property professionals - landlords & letting agents, have demonstrated remarkable foresight, leveraging opportunities for growth while addressing the challenges that inevitably will arise in. 2025. Reflection not only offers an opportunity to celebrate successes but also provides valuable insights for strategic planning and continuous improvement, ensuring a stronger and more prosperous year ahead.
Complaints can help your Business
Mistakes, errors, issues occur everyday in the business world and as a result complaints generally follow. It is, therefore, important to understand that no matter how big or small the complaints, this "feedback" is an indicator that something is wrong within the company. No one likes a complaint and no one individual relishes being complained about, yet as the old saying goes "it's not personal, it's business ".
How does a complaint make your company better?
1. Show your client that you have a mechanism to deal with complaints. This is not a "red rag to a bull", this illustrates professionalism. Within the Lettings industry all letting agents are required by Law to be a member of a Redress Scheme - either the Property Redress Scheme or The Property Ombudsman Service. This means that the consumer has a point of reference once the complaint has been dealt with by the Letting Agent and the outcome for the complainant does not feel satisfactory
2. Receive the complaint with grace. The default is to become defensive. Don't. Train your team to be gracious rather than angry when a customer puts in a complaint. Face the complaint with understanding, ask and find out as much information as you can. Remember- we are all consumers.
Our Advice Line - a Source of Comfort during the Pandemic
The last seven months have been pivotal on so many levels, it really is difficult to know where to begin. We witnessed the country stop in its tracks in late March, as businesses, our clients transitioned from the office environment to WFH. A task which seems straightforward but not so; where do directors, MDs, office managers, negs, property managers and administrators begin with such a gargantuan undertaking? And yet, they did up until the 12th May when the housing market re-opened to the surprise of everyone working within the sector. What followed was a flurry of activity to get Covid-19 protocols in place for the safe re-opening of the sector, a soft-opening if you will do so many letting agents, estate agents, conveyancers, surveyors - tentatively venturing into unknown territory to be certain that health and safety came first.
Our Role
We, like everyone in business, have been affected by the virus. Our CEO, Susie became ill with virus on the day of the first Lockdown, a worrying time for us all, hoping she would make a swift recovery. Our face to face training was put on hold and with the support of Tony at Pixels and Puzzles, we moved seemlessly online, not just to train but provide clients with extremely important webinars, put together to guide letting agents through what must have felt like relentless changes to existing legislation. Susie came to the webinar party in mid-April when she was certain she could cope with the level of questions being asked; we remember after every webinar or training session, she needed a nap - post-Covid fatigue was a real thing.