How can you improve a relationship with a tenant?

by Gary Whittaker

There are a number of things that can affect the relationship between a private property tenant and their letting agent, some of which can be hard to rectify. While the intent will be to ensure the relationship starts off well, any number of issues can cause damage that can leave tenants losing trust in their letting agent.

Not only can this result in issues with communication and day-to-day management of a property, it can mean that a tenant ends up leaving and giving a letting agency a bad review. It is in the best interests of the agent, tenant and landlord to attempt to repair a damaged relationship so as to ensure all parties are happy and the property is occupied.

However, this can be easier said than done, especially if there are ongoing problems. While dealing with a tenant you have a bad relationship with may not be the most comfortable option, it can help ensure things are made more simple in the future.

Here are a few methods that could help to fix a bad relationship with a tenant and so improve things for both parties:

Arrange a meeting

Emailing back and forth or trying to call to deal with problems can be frustrating and difficult, especially if it starts to feel a bit like you are going around in circles. Instead, it could be a good idea to arrange a face-to-face meeting to discuss any grievances and see how you can address complaints in a way that makes everyone happy. 

Of course, to do this, you will need to be a bit accommodating with a tenant's availability and ensure they have plenty of notice so as not to upset them any further.

Send out surveys

Even if you believe you have a good relationship with a tenant, this may not be the case and there could be problems brewing that you know nothing about. This is why surveys are a good idea, as they allow you to get feedback from multiple tenants about agency performance and what you could be doing differently.

This will help you see if there are any recurring themes that need to be addressed and get an idea whether there are any particular tenants that need some special focus to ensure they are happy.


One of the things that can instantly cause a problem between tenant and agency is communication. If a tenant doesn't know whether someone has read an email or got a message, they won't be aware that an issue is being addressed. If things are already rocky, this can make them worse.

Ensure you are responding promptly to all tenant contact, even if it is just to let them know that their query is being looked into. This can go a long way to helping tenants feel like they are being heard and buys you some time to fully address anything they raise. While this may not fully repair a relationship, it can only help.

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18-May-17Property Management