Two kinds of customer, two chances to win or lose them
A property management firm has two very different customers. The landlord pays you to look after a valuable asset. The tenant or leaseholder lives in it and notices every delay.
Landlords often compare several agents before they choose. They ask about fees, repairs, inspections and how quickly you tell them about problems. They also notice how fast you answer them when they are strangers.
Tenants and leaseholders judge you when something goes wrong. A dripping tap or a faulty lock may be small to you, but it is their home. Their view of you shapes renewals, reviews and word of mouth among landlords.
A good first response in both cases builds trust early. A poor one is hard to repair later.
The two groups also talk to each other. A tenant who feels ignored may tell the landlord, and a landlord who feels ignored may look for a new agent.
Following a landlord enquiry and a minor repair report
We test two journeys. Each uses a scenario written with you in advance.
In the landlord journey, our shopper plays an owner who is thinking about handing over the management of a rental property. They look at your website, then ask by phone or email how your service works. We note whether you ask about the property, the tenancy and what the landlord wants. We also note whether a valuation or meeting is offered, and whether anyone follows up.
In the repair journey, the shopper reports a minor, safe repair, such as a dripping tap or a loose cupboard door. We follow the report through your channels, whether that is a portal, a phone line or an email address. We note the acknowledgement, the updates and how clearly the next step is explained.
We never involve real tenants and never see or use their data. The repair scenario is agreed with you and handled through a test arrangement that you control.
What the scores cover
The score uses our core checks, adjusted for lettings and block management.
Website experience: can a landlord see what you offer and how to reach you? Ease of making contact: is there a clear route for a landlord and another for a tenant? Response time: how long before an enquiry or repair report is acknowledged, and how long before it is answered?
Telephone manner: is the call polite, clear and patient? Customer welcome and understanding: does the person ask about the property and what the caller needs? Explanation of the service: are management levels, inspections and reporting described in plain words?
Trust and professionalism: is it clear how contractors and communication are handled? Attempt to secure the sale: is there a clear next step for the landlord? Follow-up: does anyone come back?
For repairs we also check for a reference or confirmation and a named next step. We look for a clear promise of when the reporter will hear again. We also look at whether your charges are explained clearly and in writing.
Common gaps worth checking
These are prompts for checking, not accusations. Every firm has a different set-up.
Is the landlord enquiry route separate and easy to find, or does it share one inbox with tenant repairs? Does a general office number ring out during the day? Is the out-of-hours message clear about what to do?
When a repair is reported, does anything come back to confirm it was received? Does the message say who will deal with it and by when? Does the reporter hear again when the status changes, or only when they chase?
For landlords, is it clear what is included in management and what is charged separately? Is the length of the agreement explained? Are inspections described, with how often they happen and what the landlord receives afterwards?
Tone matters in both journeys. We look for warmth and clear language, rather than formal wording that hides the answer.
We also check the basics that are easy to miss. Are opening hours correct online? Does a voicemail say when a call will be returned? Is there a way to reach someone if the main contact is away?
What your report gives you
You receive a scored report for each journey. Every score has the observation behind it. You can see what was said, how long it took and what the shopper was told to expect.
The report lists strengths first, then weaknesses, then a prioritised action plan. The changes that will help most come at the top. Many firms find that a few small fixes, such as an automatic acknowledgement, matter more than large projects. The plan is written in short, plain steps that a busy office can act on in a week.
Each report is checked by hand before release. We remove anything that is opinion without evidence.
We never name or rank individual staff. The report is about your systems, scripts and training. It shows one journey on one occasion, so use it as a prompt for improvement, not a verdict.
When you have made changes, a retest measures progress against the first result.
Who this suits and how to start
This suits letting agents, managing agents, lettings managers and block management firms. It works for a single office or several branches. It is useful if you are growing your landlord list or want to see how repairs feel from the other side.
To begin, ask for prices by email. We can also send a free first-impression report on your website and first contact.
If you want to test something particular, use the Custom Questions option. You write up to 10, 20 or 30 of your own questions and choose how many shoppers carry them out. You might ask how clearly a landlord is told what happens when a tenant gives notice.
Before we start, we agree the scenario with you. We also ask you to confirm that staff know, in general terms, that mystery shopping may take place.