Letting & Estate Agent Podcast Lettings is a peoples business not a property business - Ep. 2374
Nov 1, 2025
In this insightful discussion, Julie Ford, a lettings industry commentator and consultant, emphasizes that the heart of lettings lies in people, not properties. She shares practical advice on enhancing customer service and the importance of modern communication tools like WhatsApp. Julie also delves into the upcoming Renters' Rights Bill, predicting its challenging effects for some agents but opportunities for those who adapt. With a focus on treating tenants as clients and fostering open dialogue, she illustrates how a people-centric approach can transform the lettings landscape.
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People, Not Property, Are The Core
- The property is the commodity, but lettings deal with people's homes and lives daily.
- Julie Ford argues landlords and tenants are the human center of the business, not the bricks.
Agents Who Wish Tenants Away
- Julie recalls agents saying business would be easier without tenants, then notes that without tenants there'd be no job.
- She uses this to show complacent attitudes toward tenants are short-sighted.
Treat Lettings As Customer Service
- Change your mentality to see lettings as customer service, not just property management.
- Be polite, informed, problem-solving, and stop hiding behind emails; pick up the phone when needed.