Rachel joined the Alexandre Boyes team in 2015 becoming Lettings Manager in 2018. Rachel has extensive local knowledge having grown up in the area, ten years lettings experience and is a member of ARLA, the leading industry body. Rachel oversees all aspects of lettings including valuations, tenancy progression and renewals. Here she talks about careers, the industry, favourite properties, and the perils of the job!
1, Tell us a little about your career journey – where did it start, why lettings?
I started my lettings career ten years ago with another local agency in Tunbridge Wells. I moved to Alexandre Boyes almost eight years ago and have not looked back! Alexandre Boyes has been a great environment to progress my knowledge and skills, and they are great advocates for continual learning and gaining further qualifications. I have always been passionate about property so it was a natural career choice. Working in the industry has given me the opportunity to meet some very interesting people, see some amazing properties, build long lasting working relationships, and help many people find their perfect homes.
2, During your career what have been your most valuable lessons?
Always expect the unexpected! Every day will differ and there will be a new challenge to resolve, so it is important to always be on hand to guide clients and go the extra mile to ensure all parties are happy with the results. Secondly, building strong working relationships with your landlords is key! They are looking to their agent for sound advice, to guide them through a heap of legal obligations, and the trust element of that working relationship is essential. I have worked with the majority of our clients for eight years, and we have developed a great foundation and it is incredibly rewarding.
3, You must have seen many changes in the industry – which had the greatest impact and why?
The lettings industry has changed quite dramatically over the years. The Tenant Fee Ban in 2019 gave greater transparency and a clearer understanding on chargeable fees. This had a definite knock on impact for landlords who now bear costs that previously tenants would cover.
Changes to safety legislation has had the largest impact. Landlords now need to do more to be compliant prior to marketing a property and a tenancy starting. Electrical Installation Condition Reports have become mandatory resulting in improvement works being undertaken to achieve a satisfactory certificate. As recently as October 2022 the smoke alarm and carbon monoxide regulations were updated. Changes to the minimum EPC rating (E) also saw a lot of typical Tunbridge Wells period properties needing energy efficient improvements before marketing. All of these changes are designed to improve and raise the standards of let properties.
4, What is on the horizon for the industry in 2023 and beyond?
We must stay on top of all the new legislation. I regularly take part in webinars with leading industry experts to ensure that I can advise our landlords well in advance of any changes. It takes time to budget for compliance works, arrange quotes, work around in-situ tenants, or wait for void periods for larger scale projects. It is essential that we give landlords as much notice as possible!
The overhaul of ‘no fault’ Section 21 possession notices is being widely discussed and will restrict the reasons why landlords can seek possession. In 2025 further changes to EPC requirements are planned, with most private rental properties needing a ‘C’ or above for newly let properties. From 2028 this will include all existing tenancies. Again, landlords will need to do improvement works to become compliant, and we are already advising on these projects.
5, How did the pandemic impact lettings?
Our lettings team remained fully functional throughout the pandemic, albeit altering the ways we worked. Staff worked remotely from home. We adapted the way we carried out viewings and valuations and we started to use video tours. We have continued to use video tours as these are useful for applicants who are not local to the area and they help reduce the number of viewings it takes to get a successful let.
Zoom and Teams calls helped us stay in touch with colleagues, tenants, and landlords when we could not meet face to face. This has had a lasting impact on office footfall. Lettings is process driven from start to finish and whilst the pandemic needed emergency legislation to halt possession notices and possession enforcement through the courts, none of these were lasting. Otherwise the industry and the processes we must follow remained unchanged.
6, Being a member of a professional body is not a requirement for letting agents. Talk us through the benefits of using a member agent like Alexandre Boyes.
I would say when choosing an agent it is incredibly important to ensure that they are a member of a professional body. Being ARLA members gives Alexandre Boyes access to solicitor advice, regular conferences, and webinars so we stay up to date on ever changing legislation. Landlords should ask potential agents what redress scheme they belong to; what Client Money Protection scheme they use; ask about their professional indemnity insurance, how they handle personal data, and always check that they are registered with the Information Commissioner’s Office. Ask what codes of practice they work within as this will give you extra layers of protection and assurance. Ask what out of hours maintenance emergency assistance they offer. Ask how long their staff have worked there – high staff turnover should ring alarm bells! You need to ensure that your asset is safe and that your agent is looking after more than just the property, but also your data, funds, and legal responsibilities.
7, What advice would you give to tenants when considering a rental property?
Do not give up on your key requirements. If parking is a must for you, do not settle! You need to be happy in your home, so the area, facilities and the space need to work for you. Also, always find out if the length of tenancy will work for you, if you are planning to live somewhere long term, it is important to find out the landlord’s plans so they correlate with yours. And if you can, do your homework on the agent. My advice is the same as above. Ask about their redress scheme, ask how they protect your deposit money and handle your personal data. Take the time to read your tenancy agreement so you know your responsibilities, and your landlord’s. Finally know what you need in advance of the referencing process – this can really speed things up.
8, What advice do you have for the next generation of letting agents?
Become ARLA qualified as soon as possible. It gives you a fundamental understanding of the legal aspects of lettings and how important compliance is. Secondly keep up to date. Legislation is being updated all the time, so you need to be aware of this so you can advise your clients appropriately but also stay compliant as an agent.
9, You must have visited thousands of properties…give us your top 3 most memorable and why?
I have been lucky enough to visit a vast number of beautiful properties over the years so it is difficult to choose three!
We have let and managed a new ‘build to rent’ development of apartments since 2018 in a prime location in town – Brooke House on Mount Ephraim Road. We were involved pre completion and I remember wearing a hard hat, high vis jacket, and steel toe capped boots for site visits. It was a memorable and exciting project. We found tenants for all 23 apartments in just three weeks from their launch. To this day, the apartments are a pleasure to let and I have a great client relationship.
From town life to country living, we have let some beautiful rural properties with a lot of character. One of my favourites is East Barn in Groombridge which featured in the magazine ’25 Beautiful Homes’.
Finally it would have to be an Edwardian property in the sought-after Blatchington Road which we let and managed for ten years. Our sales team recently sold the house so it is an end of an era. It was a great size, full of character and beautifully presented!
10, and your most unusual experience on the job?
There have probably been a few forgotten ones over the years, but one that springs to mind was being bitten by a landlord’s dog in the garden whilst carrying out viewings! Luckily, it was only a minor injury but it made its mark!
