3rd Oct 2025
A recent poll from the NRLA (National Residential Landlords Association) has sparked plenty of discussion across the rental sector. The survey, which gathered responses from more than 3,000 tenants, revealed that renters often feel more positive about dealing directly with landlords than with letting agents.
According to the research:
- 70% of tenants renting from an individual landlord described their experience as positive, compared to 60% when renting via a letting agent.
- 81% of tenants with a landlord relationship said they were satisfied, versus 68% who rented through a letting agent.
The results highlight one clear theme: tenants want the personal touch. Smaller landlords often deliver this by being approachable, flexible, and responsive and this builds stronger relationships that improve tenant satisfaction.
But here’s the key: tenants don’t need to choose between professionalism and personal service. The best solution is to work with an independent letting agent.
Why Independent Letting Agents Stand Out
Big, corporate agencies can sometimes feel impersonal. Tenants may end up dealing with multiple staff members, waiting too long for issues to be resolved, or struggling to find the right person to talk to. By contrast, a local letting agent offers the same personal attention tenants value in landlords, combined with the professional expertise landlords rely on.
Here’s why an independent letting agent is the best choice:
✅ Personal Service with Professional Standards – Like smaller landlords, independent letting agents build real relationships with tenants and landlords. You’re not just a number in a system. At the same time, they provide expert property management and ensure compliance with the latest legislation.
✅ One Point of Contact – A local letting agent gives both tenants and landlords a consistent, reliable person to speak to — someone who actually knows the property and the people involved.
✅ Responsive and Flexible – Free from corporate red tape, independent agents can act faster, offering tailored solutions to problems.
✅ Local Market Knowledge – A local letting agent understands the area, the housing stock, and the rental market better than anyone. That insight helps both landlords and tenants make smarter decisions.
The Best of Both Worlds
The NRLA poll shows that tenants appreciate human connection in renting. They want to feel heard, respected, and supported not lost in a corporate process.
That’s exactly where independent letting agents shine. They combine the personal relationships that tenants value in landlords with the professional property management and legal expertise landlords depend on.
In other words, choosing an independent letting agent gives you the best of both worlds:
- For tenants: a trusted, approachable contact who gets things done quickly.
- For landlords: peace of mind that their property is being managed properly, legally, and efficiently.
Final Thought
As the private rented sector continues to evolve, both landlords and tenants need balance: professionalism without losing that personal touch. A local independent letting agent is perfectly positioned to deliver exactly that making life easier, smoother, and more enjoyable for everyone involved.
Why Bruce & Simpson?
IT’S SIMPLE – WE ARE DIFFERENT…
No other Property Management company anywhere offers what we do. The work we do isn’t a job, it’s a passion.
We want to offer our customers the best there is, and with our personalised service and unique partnership with our service team – Work With Group – we offer the complete package under one roof.
Independent. Proactive. Professional.
Our customer reviews
By chance we came across Sandie at Bruce Simpson, having always used “bigger” more well known companies before when needing to find tenants for our rental properties. Never again. The service far exceeded our expectations and went over and beyond, it was worth every penny of the more than reasonable fee payable. Sandie did everything Haybrooks did not. She achieved more in one week than they did in one month, keeping us posted in a kind and friendly way every step of the way. Bruce Simpson excels in providing a personal service, covering every aspect needed effortlessly. Thank you. 100% would recommend to landlords and tenants alike.
I have been working with Bruce & Simpson for nearly a year now. Great communication, fills rooms quickly and solves any problems that arise with tenants!
After feeling disgruntled by the treatment of the high street agent we were using to find new tenants and manage the properties, I was introduced to Sandie and was impressed by her passion and “thinking outside the box” attitude to marketing my properties. Nothing is too much trouble and any maintenance issues are dealt with straight away. Very happy
