Communication and record keeping key for resolving agency complaints
By |Published On: 11th May 2020|

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Communication and record keeping key for resolving agency complaints

By |Published On: 11th May 2020|

This article is an external press release originally published on the Landlord News website, which has now been migrated to the Just Landlords blog.

With the potential for a rise in compliance-related complaints due to the impact of coronavirus, communication and record keeping are key, says PayProp.

The lettings automated payment platform highlights that, with new rules protecting tenants from unfair treatment while safeguarding themselves and landlords, agencies will need to prioritise good communication and record keeping.

New rules, new compliance risks

With some tenants having difficulty paying rents and landlords finding it harder to make their monthly buy-to-let mortgage repayments, the government is doing what it can to help. The notice period for evictions has been extended from two months to free and many landlords and tenants have made informal agreements to reduce or defer rent payments temporarily.

Changes to law and rent payment schedules can create space for miscommunication and misunderstanding. This could then lead to a rise in disputes between landlords and tenants as well as complaints against agencies, PayProp says.

Neil Cobbold, Chief Sales Officer at PayProp, comments: “With emergency measures in place and many people’s personal finances affected, there could be more disputes between tenants, landlords and letting agents in the coming months.

“Agencies, therefore, need to keep up to date with the latest government guidance, while communicating clearly and recording all information factually. By resolving disputes calmly and effectively, letting agents can provide a very valuable service to both landlords and tenants.”

Legislative changes to look out for

Cobbold adds that agents will need to be mindful of ongoing legislation changes to reduce the chances of complaints being made against them or their clients.

Last month, the Homes (Fitness for Human Habitation) Act was extended to cover existing as well as new tenancies. This means that more renters can now take direct legal action if their properties are not up to scratch.

If a landlords’ property fails to meet appropriate standards, they could be ordered by the courts to pay potentially unlimited compensation, carry out compulsory improvements, or both.

On top of this, the Tenant Fees Act is being extended in June to cover tenancies that started before 1st June 2019.

Cobbold explains: “Alongside managing the challenges posed by coronavirus, there remains a significant responsibility on agents to be compliant and help their landlords to meet their legal obligations.

“Receiving complaints not only causes reputational damage – many of the latest pieces of lettings legislation carry significant financial penalties for non-compliance.”

How can agencies minimise the risk of complaints?

Good communication and record keeping will be crucial in the coming months to keep clients happy and reduce the likelihood of complaints.

In practice, this will involve recording changes to payment schedules, maintaining a full and transparent paper trail and keeping all parties up to date with the latest information, Pay. Technological solutions that automate these processes will be particularly valuable at this time, PayProp suggests.

Cobbold concludes: “Poor communication and record keeping are regularly cited as the most common reasons for complaints made against letting agents in The Property Ombudsman’s annual report.

“With the administrative complications caused by coronavirus, this is highly likely to be the same in 2020. That’s why it’s so important for agencies to make sure they do well in these areas in order to protect their businesses and enhance their reputations.”

About the Author: Em Morley (she/they)

Em is the Content Marketing Manager for Just Landlords, with over five years of experience writing for insurance and property websites. Together with the knowledge and expertise of the Just Landlords underwriting team, Em aims to provide those in the property industry with helpful resources. When she’s not at her computer researching and writing property and insurance guides, you’ll find her exploring the British countryside, searching for geocaches.

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