Tag Archives: Property Management

08Dec 2010

Franchise News: Renting on the web.

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By Steve Roulstone

Franchise News: Renting on the web.

Earlier this year, I posted a Blog about the importance of web presence. ‘Wrapped in the web’ I stand behind what I said in that post, but I have noticed just lately, that it is being suggested that it is possible to open new Letting Agencies solely using the web. This, in my opinion is not correct – not yet and certainly not for the majority of current Landlords.

Current Trends

As Franchisor when discussing possibilities with new Franchisees, I would not recommend starting a new business, in what has become and will continue to be driven as a professional market over the last and probably the next ten years as well. It is my role to ensure that all new offices are given every opportunity to succeed and that includes the need for visibility from a business address, preferably in the centre of any operation. Even five years ago, this was not the case, but at present it definitely is!

Personal contact

I believe that there are two main reasons for this, firstly, as a people we still prefer the ability to have ‘meetings’. The internet has not yet provided a way of assessing us technically, enabling Landlords to employ Agents without meeting. As a Landlord, distant or not, I would still wish to get a feeling for somebody through meeting them, a point which was summed up only today, by one of our Franchisees, who stated in an e-mail, ‘meeting is the professional way to do it’ well I know we would wish to stay professional!

No office to call home

Secondly, we are a conservative nation at heart, and like our traditional methods. For Landlords, that means a Letting Agent should preferably have an office, whether it be retail or serviced, it is where we are expected to work from. I have experienced all forms of working locations in my time as a Franchisee and I know the difference it made once we had a ‘presence’ in our town. We have never looked back! So do I believe in the web, absolutely unequivocally, yes! it is just as important to have a ‘presence’ on the web, but look at it like this would you expect a legal Company who provides a service for the public which encompasses the lives of other people as well to work from an invisible address? Now tell me if I was describing a Solicitors office or a Letting Agent – they both provide the same style of service after all!

Crystal ball time

But in the future, no doubt this will be true, as new technology spreads, we already have the ability to hold meetings across the net, no doubt soon we will have the technology to sign agreements via the net as well, but not until all of our Customers have the ability, equipment and understanding of such procedures will a true Internet based agency be supportable. For Tenants, no doubt web based is perfect, although viewings still have to be held of course, but at the moment Tenants are not our Customers, Landlords are. In the meantime, we continue to give Tenants the information they require through the web, whilst respecting the need to give the type of servcie our Landlords expect.

29Nov 2010

Rental issues: Property maintenance delays caused by freezing weather.

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By Steve Roulstone

As a Landlord I have experienced that dreaded call from the Tenants on many occasions, the one about the leak when the weather is -5 and giving no sign of letting up. Now as a Tenant and a Landlord, I am currently experiencing both. I must admit that I have had a good look around the property I now rent to see if any weak spots exist, but even in temperatures as low as we have experienced this weekend all seems well!

When problems occur

But when problems do occur especially at this time of year, it can be a nightmare for those concerned. I know that plumbers, who of course work all hours when we have cold spells of this nature, have to turn work away and often work a fortnight in advance. What all concerned have to do here is realise that (as agents) we do not have the right to demand contractors arrive at the property we manage before and in advance of their other customers. The problems occur when Tenants feel they should not have to wait because they are renting the property. Well now I may be in the same boat, but I know that I will understand if we are faced with any delays.

Delays in Agent services

It is not just plumbing where problems can occur, all types of property maintenance services can be delayed and on one occasion this month I am aware of a Tenant who felt sufficiently aggrieved to raise a complaint against the agent concerned. The security of the property had been placed at risk because of the actions of others and whilst there are many occasions where special arrangements can be made for all manner of maintenance issues, on this occasion none were. The point being that in the vast majority of cases special arrangements are not made and neither should they be. When you own a property you do not have all manner of immediate response contracts with every service conceivable, but unfortunately because Tenants pay rent sometimes we are expected to provide such cover.

Services not serviced

As agent of the Landlord we are charged with looking after our Landlords interests and this of course includes the property, we will therefore note all special arrangements in existence and provide services when needed, for whatever may befall the property in our charge. But that does not mean for example that we are going to stand guard over a broken front door for a weekend whilst the Tenant goes shopping! Of course the vast majority understand our responsibility and take sensible steps to cope until we can do our job.

Patience is still a virtue

What we all need to do is give some patience and assistance by way of availability and flexibility of when property can be accessed (I know of one Plumber who will work until midnight under circumstance that currently exist) that way more will be done sooner and let’s not forget, human nature makes us all try harder for those who treat us nicely! I know that’s how we treat our Contractors and that’s how we manage to get that little bit extra that so often makes the difference!

08Nov 2010

Property Landlord Advice: Buying the right house for Renting.

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By Steve Roulstone

As the property sales market begins to recover, Landlords are starting to make that decision to look at buying property to rent. There is no doubt that there are more and more Tenants looking for property as renting becomes a safer option in these difficult times, and because of the number of Landlords who rented property when the sales market collapsed, quite a number of these are in effect, first time investment buyers.

What makes the perfect property?

 Of course, not every house is right for the rental market and at Castle Estates we have noticed that many Landlords who rented for the first time are now selling the original property and looking for a better investment house to offer to the market, a property which is more liable to rent and will give a better percentage return.

Good property advice

But it is what your agent does for you at this stage, which could define the standard of agent you are dealing with, because our advice should go past a rental value and pure safety advice, we should be discussing what changes can be made to make it more attractive and cause it to stand out against other property available at any given time!

TV not always wrong.

I know that at many of our offices, we also advise on decoration and carpets, gardening and amenities, because it is not just a case of making the best of what is available, rather to make what is available the best!  There are many programmes on property at the moment all trying to look at appearance from differing viewpoints, but at the end of the day, the basic advice they give holds true. Prepare for the market, not for ourselves!

Inherited family home.

This is also true when we are asked to comment on inherited property where circumstances usually make the situation more personal and therefore more difficult, but good advice is good advice and so many times business is gained because our customers see that in the long term it is in their interest to make the changes now!

Tenants appreciate good houses.

And so we rent them quicker and because work is carried out before we rent, Tenants can also see that the owner cares about the property. To me, this is natural reaction; the better a house is cared for the better Tenants will appreciate the house. The end result, by concentrating on key areas and giving practical advice gained through experience, the better service we offer and the better the Tenant will look after the property. I call that a result!

05Nov 2010

Rental Issues: Good Landlord Tenant relationships.

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By Steve Roulstone

 

I have just rented a property for the first time, mainly because it has made sense for me to accept an offer from a third party to rent my own home for several years and the offer was too good to miss! But whilst that is the reason why I have rented, I wanted to comment on the relationship I have developed with my new Landlord and how trust and good relationships can still matter.

Lesson to be learnt.

I am dealing directly with my Landlord rather than through an agent and it has enabled me to get across our wishes in relation to the property so much easier than what I know would have happened if I had been operating through a Managing Agent. I know because I know how I would have reacted if I had been that agent and this is the lesson for us all – too many times we forget to look behind the request at the individual and are too scared to advice anything but caution in relating Tenant requests to our Landlords.

Improvements to the Property.

Of course, I am in a position where the last thing I would want is negative press about my dealings as a Tenant in my home town, no that would be just too embarrassing, and I feel that my Landlord knows this, and this has helped her to trust that we will indeed improve her property with our wishes, it also enabled me to negotiate a long term agreement as well, which was exactly what we wanted. But it is the fact that so many people do have good intentions which we as agents may be losing by taking a defensive line instead of putting more work in too finding ground and grounds upon which a Tenant could be allowed to put their own stamp on property they wish to call home, especially if it encourages them to stay longer. It has been a long term belief of mine that we should do everything to encourage Tenants to stay as long as possible on behalf of the Landlord anyway, less footfall, less movement in and out, is bound to be in your Landlords interest in looking after any property in our charge.

Keeping the Tenant happy – as well!

Of course I am not suggesting we throw caution to the wind and allow Tenants what they want when they want (we have to stay within a legal framework at all times) but rather that we should try that little bit harder to recognise good intention and look closely at what Tenants are proposing, especially if the property will benefit and therefore our Landlord also, in the long run. There is nothing like experiencing matters at first hand to remind us that in keeping our duty of responsibility to our Landlords, ‘No’ is not always the best answer and not always in the best interest of all concerned. We should always keep in mind that a happy Tenant looks after a house and pays the rent. I do not know about you, but as a Landlord as well, these are the very things I want from and for my Tenants!!

12Oct 2010

Property Landlord advice: Letting Agencies or Letting Agents

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By Steve Roulstone

I have just spent two days telling people what I do at the NEC National Franchise Exhibition and have come to the conclusion as the result of what my answer was that I might be a bit of a snob!

Vive la Difference!!

You see, I discovered that I always answer the question ‘Who or what are you?’ with the answer that I am a Letting Agent. It was only when the question was put to me in a different context that I found myself explaining the reasons why I call myself a Letting Agent – so what is the difference?

Individual Agent or Company Agency?

I see myself as a Letting Agent, because I am qualified through my professional body and having passed my exams it is something that I rightly feel proud of. As a Company we have always and still do look to have all of our agents qualified (There I go again!) because exams are a confirmation of knowledge and it is something tangible that our Landlords can rely upon. But that does not mean that our offices are not Letting Agencies, because they are.

Agency AND Agent.

The difference is that not all Letting Agencies are run by Letting Agents, if you believe as I do, that to call yourself an Agent, you should carry some qualification, through the Industry you serve, that is recognised by the people who work in it, that marks you as qualified to carry out the role. Those who have read my Blog in the past will recognise a theme here, because I firmly believe that as an Industry, it is only by Industry recognition and Legal registration that we will become truly professional and that has to be the goal for all agencies.

Landlord advice.

So I will continue to call myself an Agent first and my advice to all Landlords is check the professional qualifications of any Agency they wish to employ. As a Franchisor who is aware of the competitors in my sphere of operation, I know that the systems we employ mark us out as protective of our clients interests in all that we do, but why not go that extra mile and prove our knowledge through qualification, then, especially if legally registered, all Letting Agencies will be run by Letting Agents!

29Sep 2010

Property Landlord advice: Understanding Letting Agent fees.

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By Samantha Knight

It is important for Landlords to understand what they are paying for and to do that you need to understand the jargon!

Just some of the charges you may come across:

A renewal fee is referring to a fee which the agent will charge when the tenancy comes to and end and a new contract is entered into with the existing tenant.  For this fee you should expect the agent to take control of negotiating the terms of the renewal with both parties and drawing up the new tenancy agreement.

A Check in / Check Out fee can be charged to cover the cost of the agent /inventory clerk meeting with the tenant at the property, checking through the inventory either before, or after the tenancy (or both), signing the documentation and taking meter readings

Inventory Fee – a vitally important document to have prepared for you, especially since Deposit Protection Legislation has come into force.  Check if you own the rights to this document i.e.- will they email you a copy that you can edit at a later date should you change agents, to save paying out for a brand new document to be produced again. 

Document Fee – this may be referring to the preparing of your tenancy agreement and or inventory.  Check exactly what documents you are getting for your money.

Tenant Find Fee – a fee charged when the agent is finding the tenant but will not be handling the management of the property thereafter.  This fee really will vary drastically from agent to agent.  Check exactly what the fee includes.  Will you be getting all of your legal documentation drawn up inclusive in the fee or will the agent charge you extra for this.

Management Fee – a monthly charge to manage your property throughout your tenancy which is normally based on a percentage of the rent collected.  8%-15% is considered to be industry norm, moving up or down the scale dependant on the area of the UK

A clear fee structure should always be presented

Whatever the fee an agent intends to charge you, they should be laid out clearly for you to see and agree before you enter into business with them. Look out for all inclusive packages; these can work out cheaper than a fee structure which charges for each item individually. But always consider, a cheap price does not always mean a good price! Whatever fees you agree, it is the standard of the service that matters the most!

23Sep 2010

Property Landlord advice: Property Letting Agents

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By Steve Roulstone

 

As against Property Estate Agents, and this is the subject of my blog for today. Why do people still visit Estate Agents to carry out a role covered by a different trade? and we are different, in all the training I have gone through, I have never been taught how to manage a property sale and I can guarantee you that at no stage has any Estate Agent under the guise of training for selling houses, ever been taught how to be a Letting Agent.

So do you just not like us?

But people still knock on the door of Estate Agents to place their property on the Rental market. Of course, one of the reasons is the image that has historically hounded our trade, but I firmly believe that is changing. With the proliferation of Franchised offices throughout the Country over the last ten years, we are finally getting the professional image across and it is with great pride that I count Castle Estates as one of the Companies creating the change, but I believe this goes deeper than image and is tied to tradition.

Habits die hard.                      

I believe that it is habit that causes most people to look to the traditional office to look after our property interests. This is of course where Estate Agents score, because the Letting Industry is still new compared to the traditional route of property ownership, but this situation is changing, as the % of UK rental property continues to rise, currently sitting at 14%.

Property Letting Agents, a developing Industry.

This is where we must now concentrate as an Industry and look to educate the public, that our Industry is not one that can be turned to in a time of need (most Estate Agents started to offer rental services because they could not sell enough houses) but rather to be able to provide the correct Management that ALL of our Landlords need, the agent should be trained and specialise in its own field. After all, you rarely see a Letting agent who sells as well!!

16Sep 2010

Property Landlord advice: The Importance of Landlord Insurance.

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By Steve Roulstone

 

Firstly, to explain the title, this is not House Insurance, as being advertised as Landlord Insurance by a well known Company at the moment on TV. Proper Landlord Insurance is about Insuring against loss of Rent and Legal expenses (R&L) should a Tenant fail to pay and need evicting.

Is Insurance for Rent and Legal Expenses important?

When you consider that annual policies that cover the period that Courts could take to evict Tenants from a property are available for less than £100 in today’s market, I think every Landlord should think so and I speak as a Landlord myself. When you consider that any Tenant could find themselves redundant, then taking out a policy for less than 2% of a year’s rent should not be a difficult decision.

Our duty of service to advice.

We must always ensure that as Letting Agents we stay inside the FSA regulations surrounding the selling of Insurance policies and unless we are qualified then our role is to advice Landlords that the policy is available and then let the Insurance Company sell the attributes of R&L Policies to our Landlords.

Should be common practise.

I have just found an advice line for Landlords statingthat Landlords should be careful how they select Tenants in case they cannot afford to pay the rent. No problem at face value, but if they employ the services of an agent, which they do not advice, by using professional referencing we can both ensure the Tenant is acceptable at the start of the Tenancy and because through this referencing R&L Insurance will automatically be available, providing of course the Property is fully managed, then Landlords can ensure against such problems during the Tenancy.

Managing the situation.

As I have reported in a recent Blog, Local Council Housing departments do NOT offer help and only act to delay the process of providing the Tenant with accommodation. So by having the correct Policy in place, Rent and Legal expenses which can be expensive on their own, will be covered.

Hidden advantages.

There is a valuable side effect that should not be ignored: By knowing you will not lose any rent, you can at least work with your Tenant and assist him with the Housing department. Such acceptance and assistance can only receive appreciation from the Tenant – after all, they will not want to be in this position either and human nature should ensure that the property is at least looked after during the process.

08Sep 2010

Current Property News: Reporting of Connaught collapse.

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By Steve Roulstone

The collapse of the Connaught Company is of course bad news for the employees and sub contractors and they must all be worried about their future this bleak morning. It is a position I have never been in and hopefully never will, but they are definately in my thoughts surrounding this somewhat inevitable sad news. Hopefully, with the work still needed to be completed, arrangements through a differing agency will offer some of the workers hope by picking up where Connaught have pulled out.

BBC News reporting.

However, the subject of my blog is the manner in which the BBC took great pleasure in either condemning the building Industry and or the Government as being responsible for the collapse. In my opinion, debts of £220 million cannot be associated with the stringent measures and cut backs being introduced by the Government. They have only been in operation for three months and yet the report on BBC 24 last night clearly stated that the collapse was as a result of Government measures. What kind of Company can manage to lose such massive amounts in three months? I think anybody who puts their mind to such comments will be able to see through them, but if you accept the statement at face value, then the collapse is laid squarely at the door of Number 10. Now whoever is in charge this just does not make sense and we should expect better standards from the BBC than comment which cannot be backed up.

BBC News reporting stage 2.

But they did not stop there! The next statement was that all Council House Tenants should beware (Actually they just stated Tenants with no differential) as what was going to happen about the work outstanding now? The suggestion as that it would not be carried out and they were going to be left high and dry! Well again, I am no genius, but I would have thought somebody else would be appointed to carry out the work? After all, unless Connaught was paid before the work was carried out, then it will still need to be carried out and presumably somebody will be paid by Councils across the Country for completion. Indeed this very point is made in the BBC news report on line! But this is typical of the way in which the BBC seem to deal with news relating to property. It seems to me, that bad news is good news! If it is possible for the story to be presented as the Building Industry, or housing in general in a poor light they will do just that.

Better Standards.

If I am wrong in the assumptions that I have made, then the BBC should have laid the facts out clearly for us all to understand, instead of leaving us with such unclear statetments. If I am right, then the report looks like an effort to make more out of what is a bad enough scenario for those concerned already by presenting the story using scaremongery. Come on BBC we deserve better!

02Sep 2010

Rental Issues: Tenants status with Letting Agents.

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By Steve Roulstone

Welcome to another heading in my Blog, highlighting issues and hopefully clarifying same for the better understanding of all concerned. My first Blog concerns the position of the Tenant when they are dealing with Letting Agents. It is something that I do not think is explained often enough and only with better understanding will problems that occur regularly be removed.

The Agent in Law.

As the link above demonstrates, when Letting Agents sign a contract with Landlords who employ them, they are both confirming the services they will provide and through this document confirming that we stand as ‘Agent of the Landlord’ in this relationship. This means that we are employed by the Landlord and in seeking a Tenant for the property concerned, we are providing the service highlighted in the contract.

The Tenants position.

We do not sign a Contract with the Tenant and therefore our relationship is totally different, especially in the eyes of the Law and that is important, because in being party to a contract with the Landlord, it is through the Law that our actions for the Landlord may be judged. The contract the Tenant signs is either 1) The Tenancy agreement confirming their status in the property concerned, how they will and must perform and equally how the Landlord will and must perform, but only in relation to the property concerned. Or 2) What we at Castle Estates call our terms and Conditions, which is also about being sure the Tenant is aware of how the process of becoming a Tenant works and again what is expected of them during the Tenancy.

In Summary for the Letting Agent.

 When I went through my initial training with Castle Estates I was given a way of summarising where we stand as Letting Agents in this triangle of relationships and it has never been surpassed as the best and easily understood way of describing it. A Letting Agent has a duty of responsibility to the Landlord and a duty of care to the Tenant. This is a statement that I have used on many occasions, not lightly, because I firmly believe in both parts and it is important that Letting agents provide both with integrity. But if this was explained to Tenants more often, then they would be better informed to understand the duty we perform in carrying out our role as Letting Agents.