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Graham Awards


PropTech firm warns industry on poor consumer service

Poor communication, not being treated as a customer, and the time it takes to get property issues resolved have topped the list of frustrations for tenants, revealed in a survey undertaken by a property technology firm.


Around a fifth of renters believe being a tenant rather than a home owner makes them feel disconnected from their neighbours and community - a feeling that’s greater amongst 18 to 24 year old renters than amongst older ones, according to the survey. 



Some 13 per cent of all tenants feel frustrated that the application process to rent a property, which can often take between four and six weeks, is long and cumbersome.


Meanwhile, those living in London are four times more likely than people renting in Northern Ireland to experience frustrations around making contact with their landlord.

“Renters demand high levels of customer service, not another reason to complain. This presents a key challenge for the market. Unhappy tenants are quicker to move on, which heightens the chances of a property becoming empty, leaving the landlord, agent or housing association out of pocket” says Mitesh Patel of Engage, the firm that commissioned the survey.

“Many new rental properties that have been created lack a well established community on their doorstep; therefore it’s understandable many tenants feel disenfranchised” he adds.

“As an industry the rental sector is lagging behind probably every other industry in terms of customer service” Patel claims.


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