Tenants renting directly from individual landlords report the highest satisfaction levels, outperforming letting agents and BTR firms, according to new research from Pegasus Insights.
Some 81% of tenants that rent from an individual say they are satisfied with the service they receive, compared to 73% of tenants who rent from BTR companies and 68% renting through a letting agent.
The research was based on a sample of more than 3,000 private renters across the UK and showed 70% of tenants renting from an individual landlord describe recent rental experiences as ‘positive’, compared with just 60% of those renting through a letting agent.
Overall, just 7% of tenants surveyed reported a negative experience.
The NRLA responded to the research, claiming that smaller, private landlords “are better placed to build personal, responsive relationships with their tenants — a key factor in tenant satisfaction and the basis of a healthy rental market.”
Ben Beadle, chief executive at the NRLA, said: “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.”
