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UK tenants left frustrated by lack of communication with letting agents

Recent research commissioned by the live answering and virtual receptionist services provider AnswerConnect shows that UK letting agencies are struggling to maintain communication with their tenants, with delays in responding to problems being the most common issue. 

The survey of over 2,000 UK-based tenants found that 31% of those who tried to contact their letting agency with an out-of-hours emergency didn’t receive a prompt response. With the market booming, rental agencies and landlords are under added pressure to respond to clients. However, 29% of tenants said their letting agency didn’t respond to their queries at all. 

UK tenants seek human connection when communicating with letting agencies, the firm said, adding that 84% of respondents would rather speak to a real person than an automated bot. Also, despite advances in technology, phone remains the most popular means of contacting agencies, with 49% citing this as their preferred means of contact. 

Fraser Wilson at AnswerConnect said: “The increasing cost of renting, combined with slow responses and lack of assistance from letting agencies is leaving UK tenants more and more frustrated. Property management is a ‘people job’ and tenants in the UK are keen to speak with a real person instead of receiving automated responses.”

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