Honourable and personal residential letting experts

Always keeping ahead of the curve

We continually monitor our performance across our business.
We believe our customers need this information to see how we are doing and
what they can expect when they choose us.

Where people are considering us for the first time these statistics can help
them make a meaningful comparison with other agents.

Our Landlords

Landlords coming to us through personal referral 73%
Landlords working with us for more than 5 years 89%
Average time we have served each landlord 7.7 years

Our Marketing

Available stock on Rightmove 2016
1st place all agents
271
Next nearest agent = 183
New instructions on Rightmove 2016
1st place all agents
237
Next nearest agent = 173
People accepted into tenancy after making an offer 92%
Void period improvement year on year 17.1%

Our Property Management

Rents received in landlord’s accounts within 3 days of due date (2015/16) 99.8%
Property inspection visits completed per property (2015/16) 4.1
Property inspections identifying maintenance work (2015-2016) 14.6%
Properties getting a contractor visit same day as reporting priority issue (where reported before 13:00)
(No heat, no power, water leak etc..) (2014-2016)
99.3%
Where boiler fails, average days tenant is without heat or hot water
(Where temporary heaters supplied, this is still counted as without heat)
(2014-2016)
1.9 days

Our Tenants

Tenants with a guarantor
(due to poor credit or on Local Housing Allowance) (2016)
7.2%
Tenants receiving Local Housing Allowance (where known – 2016) 1.3%
Tenants with US Military exit clause (2014-2016) 5.1%
Tenancies ended by landlords (2016) 17.1%
Avg length of tenancies ending in 2016 22 months
Avg length of live tenancies over 6 months (2016) 37 Months
Tenancies lasting over 6 months (2005- 2016) 79%
Tenancies lasting over 12 months (2005- 2016) 53%
Tenancies lasting over 18 months (2005- 2016) 36%
Tenancies lasting over 24 months (2005- 2016) 26%
Tenancies lasting over 3 years (2005- 2016) 14%
Tenancies lasting over 4 years (2005- 2016) 8%
Tenancies lasting over 5 years (2005- 2016) 5%
Tenants who apply to end 1st 6 month fixed term tenancy early (2013 – 2016) 4.1%
Tenants who fail to leave property on or before last day of tenancy (3 yrs to 31/12/2016) 1.3%
Tenants who need a court order before vacating the property (3 yrs to 31/12/2016) 0.8%
Tenants who need bailiffs to evict them from the property (3 yrs to 31/12/2016) 0.6%
Tenants who fail to leave the property when they have served notice (3 yrs to 31/12/2016) 0%
Court orders granted on application 100%

Our End of Tenancy Deposit Resolution

Tenants with zero deductions from deposit for damage, cleaning, missing items etc (2016) 39%
Tenants with zero deductions where they use the check out cleaning service (2015) 40%
Where deduction made, average deduction in total £135
Where deduction made, average deduction for cleaning £84
Days taken to conclude deposit discussions to agreement by all parties 8.6 days
Tenants with £250 utility retention returned in full 99.8%

Complaints and Arbitration

Tenant or landlord applications to deposit protection schemes arbitration (2012 – 2016) (2016 = 0.5%) 0.3%
Complaints made to the property ombudsman (2012 – 2016) 00%