45 Questions To Ask Your Letting Agent

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1 45 Questions To Ask Your Letting Agent Choosing a letting agent is a big decision, let us help you take the stress away by providing you with the 45 questions you should be asking your agent to ensure they are the right company for you to trust.

2 Contents Advice from Mike Brown Why Use This Guide Accreditations, & Affiliations Legal Obligations Standard Practises Money \final Thoughts

3 Chapter Advice From Mike Brown Mike Brown is one of the Directors of the successful, North Manchester based, independent lettings agency, Brentwood Lettings. He is an investor himself and owns and manages a number of properties whilst leading operations at for a high street letting agency. With over 25 years experience in letting properties and the invaluable experience of running his own letting agency, Mike Brown is an authority in the Property Rental Marketplace Thank you for taking the time to look at this document. Please take your time to digest all the information with the questions that you should be asking your letting agent before instructing them. I have included the answers that you would receive from Brentwood Lettings and advice on what you should expect to hear from your prospective agent. If we are not in the area where we are not considered local to manage your property this guide will still help you make decisions anywhere in the UK and is packed full of useful information to make the entire process of letting through an agent much more simple and straightforward. Everyone wants and deserves the best level of service from any company they are dealing with, the questions in this guide will help ensure that you choose your agent wisely and start your relationship built on mutual trust and respect. Although I work out of North Manchester, I am always willing to help and advise people from anywhere in the country. I post regular blog updates on my agency website to keep you up to date with latest industry news and legal requirements. I also produce a regular investors newsletter which provides tips and tricks on property investment, expanding your portfolios, cost effective redevelopment project ideas and much more. Visit my website to subscribe to all of my free of charge content, so you can use my knowledge and expertise to make your life easier. 3

4 If a Letting Agent is acting responsibly they will ask you for photographic ID (passport, driving license) a copy of the latest mortgage statement and a copy of your recent bank statement at the time of application. The bank statement should be provided for the account in which you wish your rents to be paid into. These measures are to ensure that the property you wish to let is owned by you and the bank statement is ensuring that there isn t a case of money laundering. Checks may also be made with the land register to ensure the details match. In some cases a credit check against the landlord may be made to ensure they are able to carry out their duties in respect of the tenancy agreement. If for some reason you are having difficulties with your mortgage payments please ensure that you make the letting agent aware and there may be some help available. Please do not be alarmed by this but there are many people renting properties that then try to sublet them. I am sure that if your property was a result of this type of fraud you would be asking why this precaution was not taken. Why This Guide Is Important To You As A Landlord The Lettings industry is at present free from regulations meaning anyone can set up a letting Agency with no suitable qualifications or experience. It is therefore paramount that you are careful in deciding which letting agent represents you best to protect your investment. If the letting agency has been going for 10 years or more and is not a member of an accredited body you may find that they just couldn t be bothered, therefore can they be bothered in looking after your property. You must ensure that the agent you choose has Client Protection Insurance, this is a critical piece of of criteria that will minimize risk for you and your property. The industry is fiercely competitive with agents scrapping over percentages to take new instructions. However, this is redundant if they cannot ring fence your money. Asking the questions in this guide will show your agent that you are well informed and this should lead to a better service and hopefully a long working relationship to mutual benefit. This guide is offered free of charge to help empower you to make the right decision for you and for your investment. What may work for others may not work for you, the questions in this guide will help you make an informed decision based on what you need and what your property will need. 4

5 Accreditations, Affiliations and Regulations Although, as an industry lettings are largely unregulated, agents who choose to be regulated by professional bodies are far more likely to be trustworthy than those who are not. Try this set of questions to test your agent: 1. Are you a member of an accreditation scheme such as ARLA, RICS, NALS, NAEA? Brentwood Lettings are members of ARLA, NFOPP, RLA, NLA, TPO and TDS. Each of these schemes dictates how we run our business and how we are held accountable for our practices. Those who are not a member of an accrediting body may not be operating within accepted guidelines. On October 1 st 2014 it became a legal requirement for all lettings agents to register with on of three government approved redress schemes. If your agent is not part of, The Property Ombudsman, Ombudsman Services or Property Redress and is not actively displaying this in their offices and on their website, they are breaking the law. 2. Which Ombudsman Scheme Are You A Member of? Brentwood Lettings are a member of the Property Ombudsman. 3. Do you have a recognised client money protection scheme in place? Brentwood Lettings do and have a copy of the certificate on display in the offices. A digital copy is sent to anyone who requests it. We believe it is important for peace of mind to know that our clients money is protected. 4. Which deposit protection scheme do you use? Since 2014 it has been law to hold a tenants deposit in a recognised deposit scheme. Brentwood Lettings use TDS (Tenancy Deposit Scheme). If your agent will not or cannot identify an independent protection scheme they are in breach of the law 5. Are your key staff NFOPP qualified? It is recommended that at least the Branch Manager is NFOPP qualified, but the ideal sitation is that anyone handling your property on a day to day basis holds an NFOPP qualification. At Brentwood Lettings, 2 of our staff member hold an NFOPP qualification and we have lots of training available for our other staff. 5 5

6 Legal Requirements As a Landlord there are a number of legal requirements you have to follow, it is natural to assume that your agent will take these on as part of your package, but all too commonly there are conditions or additional charges for basic expected levels of service 6. Can I have a list of all your charges? This is a legal requirement and should be offered to you as a matter of course. Brentwood Lettings fees can be found on the website, in our offices and is available via upon request. In May 2015 it became a legal requirement for all lettings agents to display a full list of all of their fees, inclusive of VAT prominently in their offices and on their website.if your agent is not part transparent with their fees, how can you expect to reasonably calculate the true cost of letting with an agent? 7. Will you undertake Right To Rent checks on prospective tenants? From February 2016 it will be law that all Landlords have to check that someone has the right to rent before letting them a property. Brentwood Lettings do this as standard as part of our service, does your letting agent protect you? 8. What referencing is carried out on prospective tenants? Brentwood Lettings have every tenant fill in an application form and provide proof of income/benefits, their previous addresses and details who will be living in the property. We will require a passport a driving license, bank statements and utility bill. We will get a reference from their employee and their previous landlords. We will carry out a credit check. This information is scrutinised and if required we will visit them at their present home. Once all this information has been looked at we will report to the landlord our suggestions. 9. What condition should the property be in to be ready to let? I suggest that the property be left in a condition that could attract tenants. The more attractive the property is the easier it will be to find suitable tenants. These tenants will appreciate a well-kept, cleanly decorated property. Many councils are beginning to take action against landlords who are letting properties in uninhabitable conditions. 10. Do I need to inform my mortgage company? If you have a buy to let mortgage you will not have to inform them however there may be some restrictions which we need to be aware of. If it is a residential mortgage you are advised to get permission of your lenders. 11. Do I need an EPC (Energy Performance Certificate)? Yes you do. There is a data base that we can access to see if you have a current EPC which we are required to advertise the property. We are also required to give the tenant a copy. If you haven t got an EPC or one isn t available on the Database we can arrange this for an additional charge 6 6

7 12. Do I need a Gas Safe Certificate? Yes you do. You are required by law to have a gas safety certificate on the property every twelve months. A copy needs to be given to the tenant at the start of the tenancy. We can arrange this and its annual renewal for an additional charge 13. Do I need an Electrical Certificate? You are required by law to ensure to ensure all electrics are in a safe and working order, the only way this can be done is that they are checked by a competent person. The best way is to have an electrical condition report carried out. These are obligatory in Scotland and we expect the same in the rest of the UK soon. The certificates normally last 5 years but this is dependent on the condition of the wiring. An electric condition report is an inspection on the condition of an existing electrical installation, to identify (in order of priority) any deficiencies against the National standard, BS 7671 (IEE Wiring Regulations) for the safety of electrical installations. Every electrical installation deteriorates with use and age. It is important that landlords ensure that tenant(s) are not put at risk, by ensuring that the electrical installation continues to be in a safe and serviceable condition 14. Do I need to fit Smoke Alarms? Yes it is required by law that at least one smoke alarm is fitted to each level in the property. These can be battery operated and need to be checked before a tenant moves in. These alarms are relatively cheap and it is suggested that the type used are the ones with a fixed battery carrying a ten year guarantee. We can arrange these to be fitted at an additional cost. 15. Do I need to fit Carbon Monoxide Alarms? These are only required by law in homes that have a solid fuel burning appliance however as best practice we suggest that a carbon monoxide alarm is fitted in each room there is gas appliance. We can arrange for these to be fitted at an additional cost. 16. Do I need a Legionnaires Risk Assessment? A legionnaire s risk assessment is required for every tenanted property. The risk can be very low in a property where there is a combination boiler however a risk assessment is required. These can be carried out by yourself however as with the electrical condition report these need to be carried out by a competent person. It is always best to use someone with a qualification in the works that are required. We can arrange these at a reasonable cost. 17. Do I need to issue a Tenancy Agreement? Yes, each tenant, if there are joint tenants, should receive a copy of the agreement. You are obliged by law to provide your name and address, regardless of whether or not there is a written tenancy agreement. 7

8 How Business is Run You are fully entitled to ask detailed questions about the company you are entering into partnership with, the below questions will help you better gauge the service you should expect to receive. 17. Do you have a website, a landline number and a fixed office address? These are a bare minimum for any reputable company. Brentwood Lettings have been based in our present offices since October 2004 and they are owned by the directors. Our website is Our landline number is What are your opening hours? Do they have a policy on out of hours viewings? Do they open extended hours? If you re looking for busy professional tenants, having an office that s only available 9-5pm may deter potential tenants 19. How Many Staff and Branches do you have? This will give you an indication of the size of the business. We have 6 Staff. 4 Full time and two part time. We have a fully qualified book keeper on site who transfers all rents and deals with the finances. We have a lettings manager who will deal with our property s coming on board with us 20. How many properties do you manage? We manage around 400 local properties, 21. If a one man band: What contingencies are in place? What is your agents plan if they fall ill, go on holiday or become very busy? Can one person manage the entire portfolio effectively? 22. How many years have you been in business? An experienced team is a valuable team. Myself and my partner have been involved in property for our entire working lives, between the two of us we have over 45 years experience, then there are our very experienced long term staff. 23. Are the owners/directors property investors themselves? The answer to this question will help you understand the motivations of the management of the business. Both myself and my business partner, Dean Ryan are active investors and we own 130 properties between us. 24. How will you market my property? What avenues do you they use to find tenants? As an example we advertise on a lot of portals, we have our own website, we advertise in our shop window, we place a to let board up at the property (with your permission) we also have a database of tenants waiting for particular houses 8 8

9 25. Do you have an in-house team of tradesmen? In the event that something does go wrong with your property, you want to make sure that your agent has someone on hand immediately to help rectify the problem. At Brentwood Lettings we have all the trades covered. We have a property maintenance company to carry out small works to our landlords properties, we also have a building company that carries out larger works. We have carried out office refurbishments for major companies as well as full house renovations. 26. What are the procedures for dealing with Maintenance Issues? We will deal with any maintenance issues that your tenant makes us aware of or that come up in property checks. We will always endeavor to get your permission before carrying out the works however in some emergency cases it maybe that we need to deal with it immediately. We will do the minimum work required in these cases. We will charge any maintenance works carried out with your permission to your rent account unless they are extremely high when we will agree a payment plan before commencement. 27. Do you have systems in place to track property management? Good organisation and commitment to a software package to track all aspects of property management is essential in this digital age, as an example we use a software called Rentman. This is cloud based so you are fully protected should anything happen and our systems are destroyed 28. Do you cover emergency repairs? Will your agent be available in the middle of the night? Over bank holidays? Or generally just out of hours? We provide all of our tenants with a 24/7 mobile number to contact for emergency repairs so we can help look after your property. 29. How often will you visit my property? Periodic checks throughout a tenancy are important for repairs and a state of condition of your property. We do a detailed moving in and moving out inventory using special software providing photographs and written statements we also conduct mid period inspections of all of our properties. 30. Will I be assigned a dedicated member of staff to deal with my property? Having a member of staff who understands you and your property is essential to building a long term relationship. We do assign a named contact but we also have systems in place where any of our staff can deal with any query in relation to your property, if for some reason they can t, the manager will deal with it immediately. 31. What is your policy on White Goods? This is obviously depending on the market you are in. we suggest no furniture and no white goods are supplied unless they are integrated. This means there is less to go wrong and less for you to be liable for. 9

10 32. Do you ensure tenants provide a rental guarantor? We try our best but not in every case. We need to get your property rented quickly but we don t cut corners. If you insist on the prospective tenant requiring a guarantor, we can do this however this may take longer to find a suitable tenant. We insist on home owning guarantors. We will always let you know the criteria of the tenant that we have found after our strict referencing has taken place and will ensure you are happy before we sign a tenancy. 33. Do you charge for tenancy renewals? It is quite common practice for an agent to charge both the landlord and the tenant every 6 months for an agreement renewal. We do not, we find that most tenants choose to go periodic after their initial term however if the landlord wishes a new tenancy is signed we can arrange this free of charge. 34. Do you charge to increase rents? Again, another hidden fee, usually called the rent review fee. We regularly review rents and advise you of any suggestions before taking action. This is carried out as part of our service free of charge 35. How do tenants pay their rent? We allow rent to be paid in cash at our office. We accept debit and credit card payments in person or over the phone. Bank transfer and standing orders, direct payment from benefits or the tenants can pay through our website/app 36. What is your rent default rate? You re asking, what percentage of your tenants are paying on time and are up to date with their rents. Ours is currently 97.8% 37. When & how often do you chase a tenant for late payment? We chase rents as soon as they become payable and follow this up on a regular basis. We do try and negotiate a payment plan for those that are in arrears but again this is carried out with your knowledge and requires your acceptance 38. Have you ever had to take a tenant to court? The answer to this question will help you gauge just how experienced the agent is in dealing with all aspects on rentals, both the good and the bad. 39. What are your procedures for evictions? We will always advise on evictions if they are required. There are two ways of evicting a tenant these being a section 21 and a section 8. We are capable of dealing with these in house. The section 8 is more complicated and professional help may be required in some cases however we will give you the correct advice and assistance required as each case is individual. Check with your agent that this does not carry an additional fee. 10

11 Money What will it actually cost to use an agent? What is Let Only? A let only service is where the agent is instructed to find and reference a tenant for a fee. The less discerned letting agent will try to find you a tenant quickly without referencing them correctly as they will get paid but you will get all the hassle of a badly chosen tenant. Please ensure that the tenant has been checked thoroughly. What is Fully Managed? The managed service is where the agent either finds you a tent or takes over the property with a tenant in place. They then are responsible for checking the property and all aspects of it management as outlined above. 40. What is the FULL cost of a Let Only Service? As the market is very competitive it is growingly more common to see agents advertising fee s which are not fully inclusive. Qualifying this question again with What does that include? and then Are there any extras to pay? should get you the full story. 41. What is the FULL cost of a Fully Managed Service? As above,the market is very competitive it is growingly more common to see agents advertising fee s which are not fully inclusive. Qualifying this question again with What does that include? and then Are there any extras to pay? should get you the full story. 42. How soon after receiving rent do you pay a landlord? Its not uncommon for an agent to hold rent for a period to allow for late payments, also some agents pay all Landlords in a batch to save administration time. At Brentwood Lettings payment depends on the method of payment received but we always release within 3 working days of receiving cleared funds. 43. How do you send payments to a landlord? Is your agent sending bank transfers or cheques? This is a good question for you to get a gauge of how long it will take for funds to clear your account. We use Bank transfers as standard, but cheques are available upon request. 44. What is your policy on LHA tenants? We deal with a number of tenants who are eligibile to receive housing benefit, we always try our best to get direct payments however this is down to the individual s circumstances and the council dealing with the claim. Our staff are fully trained in all the latest LHA regulations. 45. Is insurance available against nonpayment of rent available? For our landlords the answer is Yes. Rent guarantee insurance is available at an additional cost. The prospective tenants will have to have a credit check through the insurance company and it will have to be near perfect. If you decide to take this it can minimalise the risk but depending on the type of tenant your property may attract is a consideration. 11

12 Choosing the right letting agent for you is an important factor in being a successful landlord. All too often people tend to choose the agent who is the friendliest, the most local or the agent who seems the most popular. Taking time out to ask some questions and make your own judgments based on value, service and local competition can not only save you money but save you a lot of hassle and heartache in the future. I hope the content of this short guide has proved useful to you and will arm you with the confidence to ask the right questions to any prospective agent. I am Mike Brown, an independent property professional with a lifetime of experience in the world of property investment and property lettings. I regularly publish free material specifically aimed at Landlords and Investors to empower you to make your decisions in the most informed way possible. You can subscribe to my regular newsletters on my website or you can call me at any time on "It's not how much money you make, but how much money you keep, how hard it works for you, and how many generations you keep it for." - Robert Kiyosaki 12

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