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14/7/25 8:13 pm
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Landlords have claimed that their ‘personal’ touch is more popular among tenants than the service offered by letting agents and corporate ‘build to rent’ operators.
The National Residential Landlords Association (NRLA) has made the comments after polling over 3,000 private tenants across the UK.
It found that 70% of tenants managed directly by their landlord said they had a positive experience compared to 60% of those managed by a letting agent or agency.
And despite Labour MPs and Ministers claiming that many private tenants face rogue landlords, just 7% of those polled reported a negative experience regardless of who managed their rented home.
Overall the research, conducted by Pegasus Insights, found that 81% of tenants that rent from an individual landlord are ‘satisfied’ with the service they receive.
This compares to 73% of tenants who rent from a build-to-rent company and 68% of those renting through a letting agent.
This compares to 73% of tenants who rent from a build-to-rent company and 68% of those renting through a letting agent.
And the NRLA says that individual landlords, often renting a small number of properties, are better able to build personal, responsive relationships with their tenants – which it says it a key factor in tenant satisfaction and the ‘basis of a healthy rental market’.
Ben Beadle (pictured), its Chief Executive, says: “These findings underline what we have long known. Smaller, individual landlords are an essential part of the rental market and consistently deliver some of the best outcomes for tenants.
“As ministers continue to reform the private rented sector, it’s vital they recognise the positive role of responsible landlords, as well as the importance of trust-based relationships between tenants and landlords.
"Policy decisions, and the rhetoric around the sector, must be informed by these facts.”
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