The customer is king and customer service is your key to continued success. This is still true in the world of renting, especially in view of internet culture. These days, customers leave bad reviews on the web and they also warn the people around them about poor customer service. Where student tenants are concerned, second and third years will warn those in the year below them to avoid certain property owners. That is why landlords need to be quick to respond to the following complaints.
Lack of Energy Efficiency
Perhaps unsurprisingly, the biggest complaint from tenants (not just student tenants) is landlords refusing to upgrade the property to make them more energy efficient. The most requested changes were a new boiler and double-glazing. Energy efficiency improves the attractiveness of your property and reduces bills for your tenants. From the 1st April this year, there has been a legal requirement that properties have an “E” rating on its EPC.
Damp & Leaking
More of a problem in older buildings, and those that still have single-glazed windows, the second biggest complaint from tenants is damp walls and a leaking roof. Damp, excess condensation and mould can cause health problems for your tenants. It is essential that landlords do what they can to remedy these problems as quickly as possible. Along with energy efficiency, there is a legal obligation to bring the EPC rating up and grants available to help fund them.
Dirty Upon Moving In
The third biggest complaint from tenants is that on the day they move in, the house needs a very good clean. This is unpleasant for the new tenants and it also slows down their moving process. To avoid this, you should hire a professional cleaning service to give the place a good and thorough clean before your new student tenants move in. If the place is dirty, they will remember having to clean up the mess of the previous tenants.
Pest Infestation
Ants, cockroaches, silverfish or worse – mice and rats can sour an experience the first day your tenants move in. Students have higher expectations than they did 20 years ago. For the rent they pay, they have a right to expect a certain standard of living. Some pest problems can’t be helped, but you should do all you can to remedy it as this is the fourth biggest complaint for tenants.
Inadequate Plumbing
Slow showers, broken toilets that either don’t flush or have a poor flush, multiple plumbing appliances that won’t all work at the same time. Students over live 4-5 people in a single house. It’s important that 1) the plumbing system is adequate to cope with such heavy use, 2) that it is energy efficient and 3) the inadequate, damaged and old appliances are replaced when they are no longer fit for purpose.