You might have heard that acquiring a new customer costs five times more than retaining an existing one. 

This applies to letting agencies, too. Landlords who keep coming back don’t just make your pipeline healthier — they’re often your best advocates, bringing in referrals and strengthening your reputation. But in a crowded market, winning repeat instructions isn’t something you can leave to chance. It requires delivering a standout experience that landlords can’t help but return to.

So, how do you make your agency the obvious choice? It comes down to three core areas: demonstrating expertise, delivering exceptional service, and using technology to make landlords’ experience seamless. Here’s how to nail all three.

Showcase your expertise (and your value)

In lettings, expertise is more than knowing the market — it’s about demonstrating your value at every step of the process. Landlords want to know they’re in capable hands, and showcasing your expertise effectively can set you apart from competitors.

A great way to do this is through regular performance updates. Tools like Street.co.uk’s Listing Performance Reports provide a clear, data-driven way to keep landlords informed and engaged. These reports pull information from multiple sources, including property portals and viewing feedback, to offer a complete picture of how a listing is performing. Metrics like views, clicks, and enquiries are displayed alongside your agency’s own expert recommendations, allowing landlords to understand exactly how their property is faring in the market, and how they can let it faster.

What sets these reports apart is their automation and professional presentation. Reports are generated with minimal effort from agents and are fully branded to reflect your agency’s professionalism. By providing landlords with actionable insights,like pricing strategies or marketing adjustments, you not only prove your expertise but also build trust by showing you’re proactive about achieving results.

Coupled with clear communication and market knowledge, tools like these ensure landlords see you as a partner invested in their success, not just a service provider. And when landlords feel confident in your abilities, they’re more likely to choose you again.

Pro tip: Keep things transparent. By making it easy for landlords to track what you’re doing to protect their investment, you’ll build trust and demonstrate that you’re worth every penny of your fee.

Don’t underestimate the importance of good customer service

Did you know that, when asked why they switched letting agents, 38% of landlords cited “slow responses”?

In the lettings industry, customer service can be the deciding factor between a landlord returning to your agency or choosing a competitor. Exceptional service not only enhances your reputation but also fosters loyalty, which can drive repeat business and referrals.

The key is making every interaction effortless and transparent. With tools like Street.co.uk’s Landlord App, you can deliver a level of service that truly stands out. 

The Landlord App is designed to give landlords 24/7, instant access to everything they need, empowering them while reducing the back-and-forth that can often be frustrating.

Landlords can use the app to:

• Track property performance with detailed updates on viewings, feedback, and offers.
• Manage compliance by securely storing and accessing critical documents like EPCs and tenancy agreements.
• Stay informed with real-time notifications about maintenance requests, rent payments, or tenant inquiries.

By centralising this information in an intuitive app, you’re providing landlords with 24/7 access to their portfolio.This kind of transparency not only builds trust but also reduces inbound queries, freeing up your team to focus on higher-value activities.

Good customer service also means responding to landlords’ individual needs. By offering such a tailored, tech-enabled experience, your agency demonstrates that you’re not just reactive – you’re proactive in making landlords’ lives easier.

For an in-depth look at how your letting agency can exceed modern consumer expectations, read our latest guide.

Use technology for an efficient experience

It’s a given that landlords are looking for letting agencies with processes that work smoothly, that remove any unnecessary delays or admin headaches. In fact, research shows that a majority of landlords (63%) choose letting agents to reduce the hassle and stress associated with managing their properties. 

The good news? Technology can take your service from “good” to “wow” with minimal effort.

One of the standout features that ease the landlord's workload is Street.co.uk’s Property Information Questionnaires (PIQs). These digital forms allow landlords to provide all necessary Material Information required for compliant listings online, at their convenience. No more chasing landlords for paperwork or filling out endless forms by hand – Street.co.uk’s PIQ automatically collects, stores, and organises the data, meaning less stress for both you and your landlords.

Next up is compliance. 48% of landlords who work with a letting agent to manage their properties do so because they want guidance around regulation and legislation. 

‍Street.co.uk’s Right to Rent workflow is designed to give letting agents and landlords peace of mind by ensuring compliance with Home Office legislation for every tenancy, without error. With Street Lettings, agents are prompted to carry out a check and upload supporting documentation, ensuring nothing is overlooked. Street.co.uk will even notify agents when a Right to Rent check is due to expire, and store all necessary records securely, eliminating the risk of any missed checks or non-compliance.

For landlords, this means they can rest easy knowing that their agency is handling these essential tasks accurately and efficiently, without the worry of falling foul of regulations. By automating the process, Street.co.uk ensures that letting agents can complete Right to Rent checks consistently and correctly, protecting landlords and making the entire process smoother and more reliable.

Next, there’s the self-serve factor. Landlords don’t want to rely on you for every little update — they want the freedom to check on things themselves. With tools like Street.co.uk’s Landlord App, they can do just that, whether it’s reviewing rental statements, tenancy details, or approving repairs. It’s a simple addition, but one that makes life easier for everyone involved.

By digitising these critical processes, Street.co.uk removes the typical headaches landlords face in managing their properties. Everything is stored in one place, meaning landlords have immediate access to important documents, updates, and compliance records. This creates a smooth, efficient experience that saves them time, as well as giving them all-important peace of mind.

The result? Landlords who feel in control, valued, and who trust you to manage other properties in their portfolio.

Make retaining landlords simple with Street.co.uk

At the end of the day, winning more repeat instructions from landlords isn’t about reinventing the wheel. It’s about consistently delivering a service that landlords can’t get anywhere else. By showcasing your expertise, prioritising great customer service, and embracing technology, you’ll create the kind of experience that keeps landlords coming back — and raving about you to their peers.

Looking to level up your landlord offering? Platforms like Street Lettings  make it easier than ever to stand out. With features like mobile-first automated updates, AI-enhanced listing performance reporting, and intuitive apps for landlords and tenants, you can transform your service into a repeat-business magnet.

Want to see how it works? Talk to our team today.

‍