Key problems

The experience of tenants in today’s rental market varies hugely. A lucky 4 out of 10 renters in our survey reported living in quality digs that were warm and cosy. A similar number thought they were getting great value from their landlord.

On the other side of the street, it was a different story. Twenty-nine percent said their rental didn’t have good heating or insulation. Nearly as many (28%) reported doors or windows that didn’t close properly. A quarter said the property had mould that was difficult to remove or reappeared.

Renants who rented through a property manager were much more likely to report their home lacked adequate heating and had mould that was hard to remove.

About 1 in 4 also reported their landlord had turned up unannounced, a breach of tenancy legislation. Close to 1 in 10 said they’d been charged unexpected fees during the tenancy and 6% hadn’t been given required notice of a rent increase.

Problems were significantly more likely to be reported by consumers who dealt with a property manager rather than a private landlord. Property management companies have been growing rapidly. Estimates suggest about 40% of rentals are in their hands.

We’ve previously reported on problems in this industry, which has attracted complaints from both renters and landlords for sub-par service and failing to get to grips with the basics of tenancy law. But it’s so far escaped regulation. Anyone can set up shop as a property manager, no qualifications required.

Our survey found tenants who rented through a property manager were much more likely to report their home lacked adequate heating and had mould that was hard to remove.

Tenants also reported property managers were more likely to delay getting repairs done. Forty-two percent said they’d made requests for repairs but were kept waiting for a response.

Just 35% rated their property manager’s service highly. In comparison, 54% of those with a private landlord were happy with the service.