When a tenant reports a problem, the instinct for many agents or landlords might be to pick up the phone and call a contractor straight away. But the best letting agents know that not every issue requires immediate professional intervention — and sometimes a little practical troubleshooting can save time, money, and stress for everyone involved.
Here’s how a proactive letting agent should approach common issues before resorting to outside help.
- Ask the Right Questions First
Before taking action, a good agent will dig a little deeper. Many reported issues sound worse than they are — and can be clarified with the right questions:
- “When did you first notice this?”
- “Can you describe exactly what’s happening?”
- “Have you tried resetting/checking [relevant switch/valve/etc.]?”
- “Is there water/power anywhere else in the property?”
Clear communication can often identify the root of the issue — or rule out more serious causes — without anyone needing to leave the office.
- Simple Fixes Over Quick Calls
Many common tenant complaints have surprisingly straightforward solutions. An experienced agent might:
- Talk a tenant through checking a fuse box or flipping a tripped RCD switch
- Guide them on repressurising a boiler (safely, and only when appropriate)
- Check if an appliance simply needs a reset or is unplugged
- Determine if a blocked sink can be cleared using basic steps before sending out a plumber
These kinds of checks can resolve a problem within minutes, avoid unnecessary callouts, and keep tenants happy with a swift response.
- Use Common Sense, Not Just Checklists
Great letting agents use their experience and intuition. They don’t just follow scripts — they understand buildings, how things work, and what typically goes wrong. That insight helps them distinguish between:
- An urgent issue (e.g., a gas leak or water pouring from a ceiling)
vs. - A fixable concern (e.g., condensation mistaken for a leak)
This common-sense approach is what often separates a reactive agent from a truly effective one.
- Reduce Costs for Landlords, Without Cutting Corners
Every unnecessary contractor call means a fee — often a high one, especially out of hours. By resolving smaller issues internally or over the phone first, good agents keep maintenance budgets under control without compromising on care or safety.
Of course, when a professional is needed, they’ll be called. But that decision should come after a quick, sensible assessment — not as the default.
- Empower Tenants (Sensibly)
Educating tenants on how to handle basic tasks — like resetting a trip switch or bleeding a radiator — can reduce unnecessary reports. A good agent may provide a simple guide at move-in or walk them through basic maintenance, helping them feel more capable while protecting the property.
This doesn’t mean expecting tenants to fix problems themselves — but giving them enough confidence to recognise when a contractor is (and isn’t) required.
In Summary
A great letting agent doesn’t just manage problems — they solve them smartly. By asking the right questions, using practical knowledge, and applying common sense, they can prevent unnecessary callouts, reduce costs for landlords, and resolve issues quicker for tenants.
The result?
Happier landlords, happier tenants — and properties that are well looked after without breaking the bank.