There has been a marked improvement in repair management by letting agencies across the UK, a new survey has revealed.
The research, which was undertaken by repair service Fixflo and the Association of Residential Letting Agents (ARLA), shows that 85 per cent of repairs are completed within one week.
Key findings from the study of more than 250 letting agencies, covering over 750 branches, with data from more than 70,000 repairs in UK properties that have been handled through the Fixflo repairs system in 2015, also highlight that a typical rental property requires three repairs per year, with typically a repair requiring 90 minutes of staff time to resolve, while a third of repair requests are reported out of hours.
However, despite the improvement, the report also found that many letting agents they are still losing clients due to poor repair management processes, with 46 per cent of agents and property managers claiming to know a landlord who has switched agency due to a repair related issue, although this figure is 8 per cent down on the previous survey in 2014.
David Cox (left), Managing Director of ARLA, commented, “Robust maintenance plans and the provision of thorough processes for repairs handling is essential to every letting agency. The results of this survey clearly indicate that agents who provide excellent customer service in this area retain business. Having an agent who ensures repair and maintenance issues are professionally managed should be the right of every landlord and every tenant; and this is why ARLA will continue its call for greater professionalisation of the lettings industry”.
Agents seeking greater assistance with their internal management may wish to check out Fixflo’s new handy tool designed to enable letting agencies to better understand the demands made of their repair management function. This is available at www.fixflo.com/Your-true-cost-of-managing-property-repairs-2015.
Rajeev Nayyar (right), Managing Director of Fixflo, noted, “With fundamental changes to the repairs process taking effect for new tenancies in England from 1 October, time is running out for agencies and landlords to get robust repairs processes in place. Agencies that fail to comply with the requirements could face both financial and reputational damage.”