A property firm’s survey suggests strong tenant backing for the work of their letting agent.

Propoly commissioned a survey of 1,000 UK tenants to understand how they feel about their letting agent.

It found that over half rate their agent highly: 24% describe their agent as ‘good’ and 28% rate them as ‘excellent’.

A similar trend is seen when it comes to professionalism, with 56% of tenants rating their agent either ‘professional’ (25%) or ‘very professional’ (31%)

Satisfaction also translates into advocacy, with over half of tenants saying they are ‘likely’ (21%) or ‘very likely’ (31%) to recommend their agent to others.

Speed of communication is another strong point. An impressive 62% of tenants say their agent responds to queries within a maximum of two days, while a quarter (24%) report receiving a response on the same day.

Maintenance handling also receives generally positive feedback, with 40% of tenants saying their agent handles requests adequately and a further 36% rating their performance as very good.

However, the research highlights that there is still room for improvement. 

Some 29% of tenants say they have experienced maintenance issues being poorly managed, while 22% report poor communication and 21% say their queries have been ignored or handled too slowly.

There is also what Propoly calls “a notable trust gap.” 

Despite otherwise positive experiences, 30% of tenants do not believe that their letting agent is working in their best interests. 

The firm suggests that while service levels are often strong, perception and transparency remain areas that require attention.

But serious disputes appear to be relatively rare, with only 7% of tenants saying they have ever needed to escalate an issue regarding their landlord through formal complaints, the ombudsman, or legal proceedings.