A Landlord Retention Checklist.

• Has the landlord received a useful update recently?

• Are there any unanswered emails or calls?

• Has the landlord had to chase the agency for information?

• Are important updates being provided before they ask?

• Is communication clear, consistent and easy to understand?

• Has the landlord become less engaged?

• Have their replies become noticeably shorter?

• Are they questioning recommendations more often?

• Have they started asking more questions about fees?

• Have they requested records or documents unexpectedly?

• Are they comparing the agency with other providers?

• Does the relationship feel different from six months ago?

• Are we providing recommendations, not just passing on information?

• Have we explained the reasoning behind recent advice?

• Have we identified any upcoming risks or opportunities?

• Have we discussed rent, lease timing or property performance recently?

• Are we helping the landlord think ahead?

• Is the value of the management service visible?

• Are there any maintenance issues that have been open too long?

• Is the landlord waiting on quotes or updates?

• Have delayed jobs been followed up?

• Are repeat maintenance issues being properly addressed?

• Is the landlord clear on what is happening next?

• Is the property currently vacant or likely to become vacant soon?

• Is the landlord receiving regular leasing feedback?

• Have price, presentation or enquiry levels been discussed where needed?

• Are recommendations being made early enough?

• Does the landlord understand the likely cost of extended vacancy?

• Are renewal discussions starting early enough?

• Is the landlord receiving clear market evidence?

• Are rent recommendations realistic and well explained?

• Have renter retention and vacancy risk been considered?

• Are outstanding decisions being followed up?

• Has the landlord experienced a recent PM change?

• Has service dropped during leave or staff changes?

• Are they dealing with too many different people?

• Is important relationship history recorded?

• Could another team member step in without the landlord repeating everything?

• Has the landlord raised the same complaint more than once?

• Are there unresolved issues from earlier in the relationship?

• Has the agency promised something that has not been completed?

• Have any recent mistakes been properly acknowledged and fixed?

• Has follow-up improved since the issue occurred?

• Has the landlord heard from us when nothing was wrong?

• Have we given them a useful reason to stay connected?

• Are there upcoming events that create a natural reason to contact them?

• Have long-term quiet landlords been reviewed recently?

Ask:

If another agency contacted this landlord today, would they have a strong reason to stay with us?

If the answer is uncertain, create a follow-up plan.

Landlord: ______________________________________

Property: ______________________________________

Main concern or risk:

What needs to be resolved first?

What useful contact should be made?

What recommendation or advice should be provided?

Who is responsible?

Action date: ___________________________________

Next follow-up date: ____________________________

Does this need to be escalated internally?

• Yes

• No

Review again within:

• 7 days

• 14 days

• 30 days

Depending on the issue:

• Make direct contact with the landlord

• Resolve an outstanding maintenance matter

• Provide a clear property update

• Give a rent or lease recommendation

• Address a previous complaint

• Explain a delay or service issue

• Review communication preferences

• Arrange a senior team member call

• Schedule proactive follow-up

• Review the relationship again

Before closing the review, ask:

What would make this landlord feel more confident about staying with us?

Then make sure the next action is clear, owned and dated.