Sanderson, D;
(2018)
Determinants of Satisfaction, Loyalty and Landlord Advocacy amongst Private Rented Sector Tenants at East Village, London.
Presented at: European Real Estate Society Annual Conference 2018, Reading, UK.
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Abstract
Over the past five years, the private rented sector has become a significant asset class for institutional investors in the UK. One of the main determinants of returns from residential investment property is the income obtained from tenants’ rent. Income return is affected by several factors, including residents’ satisfaction and their loyalty (in renewing their lease). The ease with which a landlord can let vacant property also depends upon their reputation, the desirability of the neighbourhood, the rental terms and the properties themselves. This paper analyses almost 5000 interviews with PRS tenants in the UK, conducted over a four-year period, to investigate determinants of resident satisfaction, loyalty (lease renewal) and willingness to recommend their landlord. Statistical analysis is performed using respondents’ ratings of satisfaction with many aspects of their occupancy as explanatory variables. Comparisons are made between interviewees who renew their lease and those who do not renew. The research finds that “ease of doing business” with their landlord is a strong predictor of residents’ satisfaction, loyalty and advocacy. Other key indicators for lease renewal include relationship management, rent collection and value for money. Tenants’ willingness to recommend their landlord depends mainly on their relationship with their landlord, how the landlord compares with tenants’ previous landlords, and the property management service they receive. This research should help to improve the landlord – tenant relationship in the Private Rented Sector
| Type: | Conference item (Presentation) |
|---|---|
| Title: | Determinants of Satisfaction, Loyalty and Landlord Advocacy amongst Private Rented Sector Tenants at East Village, London |
| Event: | European Real Estate Society Annual Conference 2018 |
| Location: | Reading, UK |
| Dates: | 26 - 30 June 2018 |
| Open access status: | An open access version is available from UCL Discovery |
| Publisher version: | https://www.eres.org/index.php/annual-conferences |
| Language: | English |
| UCL classification: | UCL UCL > Provost and Vice Provost Offices > UCL BEAMS UCL > Provost and Vice Provost Offices > UCL BEAMS > Faculty of the Built Environment UCL > Provost and Vice Provost Offices > UCL BEAMS > Faculty of the Built Environment > The Bartlett School of Planning |
| URI: | https://discovery-pp.ucl.ac.uk/id/eprint/10051398 |
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