customer service in the property sector (property related services)

What types of property are included in the property sector?

Residential, commercial, and agricultural land and property.

What are the main services in the property sector?

Acquisition, sale, letting, and management of land and property.

What are some associated services within the property sector?

Survey and valuation, conveyancing, financial services, and energy assessment.

What two types of agencies determine the core services offered?

Residential letting and property management agencies, and residential estate agencies.

What are the three core service types in residential letting and property management agencies?

Let only, let and rent processing, and letting with property management.

In some agencies, are letting and property management handled by the same team?

Sometimes yes, but in others, the letting team and property management team are separate.

How might letting and property management be organised within an agency?

They may be handled by the same people or by different teams, depending on the agency.

Why do all staff need to understand the structure of services in their agency?

So they know exactly what tasks are included in each service offered.

What is the "let only" service?

A service for landlords who want to manage the property themselves; it includes everything needed to secure a signed tenancy agreement.

What does a “let only” service typically include?

Advertising the property, conducting viewings, negotiating offers, referencing tenants, and arranging for the tenancy agreement to be signed.

After the tenancy agreement is signed in a let only service, who manages the property?

The landlord takes full responsibility for management with no further input from the agent.

How might a “let only” service vary between agencies?

Some may also hold the deposit or conduct tenant check-ins.

What is added in a “let and rent processing” service compared to let only?

The agent also handles rent collection and processing, may provide an inventory, and check in the tenant.

Where is the rent paid in a let and rent processing service?

Into the agent’s client account, from which fees and deductions are taken before the rest is sent to the landlord.

Who usually manages the tenancy deposit in a let and rent processing service?

The agent, following the rules of the appropriate tenancy deposit protection scheme (for ASTs).

What does the full letting and property management service include beyond let and rent processing?

Ongoing repairs and maintenance, periodic property visits, end-of-tenancy check-outs, and deposit deductions/disputes.

What happens at the end of the tenancy in a full management service?

the agent follows the landlord’s instructions: ending, renewing, or continuing the tenancy.

Why is it important for agency staff to know exactly what services are offered?

To give accurate information to clients and avoid confusion, especially since service boundaries often overlap.

let only

This normally covers everything up to and including the signing of the tenancy agreement

let and rent processing

this covers the let only service and the processing of the rent

letting and property management

this covers the let and rent processing and ongoing inspection, repair and maintenance of the property on the landlord’s behalf