Tenant viewings
Buy2LetExpert takes management of tenant viewings very seriously. It
is important to be very organised about the process, not only to
minimise wasted time but also ensure quality potential tenants are dealt
with in an organised professional manner. A few pointers might be:
- Tenants can call at any time and tend to do so when near a
computer so this may well include evenings and week-ends.
Buy2LetExpert suggests allocating a completely new SIM and mobile
phone specific to the advertisement. Doing so ensures we know that
any call on that phone is letting related and we are ready to answer
with pen in hand.
- There is no point wasting time with viewings that will be
rejected when it is possible to ask a couple of quick questions at
the time of the initial phone contact. One can learn a lot just
briefly speaking to people. Be friendly and relaxed but clear and
professional. Ask if the applicants are working (they will then
often volunteer the type of work) and how many are to share etc.
Politely reject applicants that do not fit the criteria and save
time on wasted viewings. If a viewing is arranged emphasise that the
tenant should call you if they wish to cancel. Also, always ask for
a contact telephone number as it may be different from the
incoming displayed one.
- WRITE DOWN all details of the potential tenant(s) who is
to view on one page of a note book. This should include names, phone
number, general notes etc. Use a new page for each applicant.
- Confirm the viewing by text or phone 1 to 2 hours prior.
- Arrive at the viewing early because the tenant may be early and the
property must be prepared. In the winter put the heating on. Open
blinds and curtains in the day time and put lights on if evening in
all rooms. Tidy as necessary in the case of an occupied property.
- When the door bell rings, greet the potential clients with their
names. Let them look around freely and allow them to ask questions.
Do not preach the obvious such as: 'here is the bath'. However, key
positives that could be missed should be mentioned. So, if the water
pressure is good on the shower, demonstrate this. Point out if there
is under floor heating or other hidden benefits but do not
oversell! Allow tenants to walk around on their own. Be relaxed.
- If the tenant is interested Buy2LetExpert provides a copy of
their terms and conditions plus the
maintenance charter. Maintenance is a huge gripe of many tenants
and this is a substantial selling point. A copy of our application
form is also provided. The provision of such a pack, and the
realisation that
full referencing will
be executed, results in problem tenants not returning. Hence
problem tenants disappear at source and go elsewhere and do not
even bother applying.
- In the mainstream London market we would expect a good volume of
enquiries. After a few days we will have had many viewings and many
pages of notes will be in the note book. When a potential tenants
asks how much interest there has been then just thumb through the
viewing book and explain. Do the same if a tenant tries to negotiate
on the price.
- Never take a deposit on the spot. Always demand the
tenants 'go and take a coffee' to make sure. This also gives the
landlord time to think a bit and weigh up the positives and
negatives. Always, always take time... do not be rushed!
Finding the right tenant is vital and But2LetExpert has many years
of experience.
- If satisfied with the potential tenant take a 'holding deposit'
to secure the property. Buy2LetExpert would at this point complete
two copies of a form which sets out the agreed 'handover date',
rental price, contract longevity and amount of holding deposit
taken. Both documents would be signed by both landlord and potential
tenant so that each party had a copy for their records. The terms
and conditions forms may also be provided for a second time at this
point. This includes the confirmation that the holding deposit is
non refundable if reference checks cause problem. Sometimes
at this point a tenant will volunteer a problem or two. These are
usually small but if not, we would always say that we must consult
another Director in our office before proceeding. This gives time to
still reject.
- Once the 'holding deposit' is taken, remove all advertising.
Continue to take calls but explain that the property is let. It may
be prudent to keep the number of the applicant just in case but it
is very rare for a tenant to change their minds after the
holding deposit is paid. In almost 20 years of business,
Buy2LetExpert.com has only experienced this once.
- Start the
full referencing.
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