Research reveals tenants happier with landlords than agents

More tenants report a positive experience renting directly from individual landlords than from letting agents or companies, according to a new tenant poll.

The findings, based on a representative sample of over 3,000 private renters across the UK, shows that 70% of tenants who rent from an individual landlord describe their recent rental experience as ‘positive’, compared with just 60% of those renting through a letting agent. Overall, just 7% of tenants surveyed reported a negative experience.

The research, conducted by Pegasus Insights, finds that 81% of tenants that rent from an individual landlord are satisfied with the service they receive. This compares to 73% of tenants who rent from a build-to-rent company and 68% of those renting through a letting agent. 

The data highlights the beneficial role played by individual landlords, reinforcing the importance of their place in the housing mix. These landlords, often renting a small number of properties, are better able to build personal, responsive relationships with their tenants – a key factor in tenant satisfaction and the basis of a healthy rental market.

Ben Beadle, Chief Executive of the National Residential Landlords Association, said:

“These findings underline what we have long known. Smaller, individual landlords are an essential part of the rental market and consistently deliver some of the best outcomes for tenants.

“As ministers continue to reform the private rented sector, it’s vital they recognise the positive role of responsible landlords, as well as the importance of trust-based relationships between tenants and landlords. Policy decisions, and the rhetoric around the sector, must be informed by these facts.” 

-ENDS-
 
Notes:

•    These findings are taken from Wave 2 2025 of Pegasus Insight’s Tenant Trends research based on 3,006 online interviews with a representative sample of UK private sector tenants. The fieldwork was carried out between 6th and 27th August 2025. 

•    Further information about the NRLA can be found at www.nrla.org.uk.  It posts on X @NRLAssociation.

•    The NRLA’s press office can be contacted by emailing [email protected] or by calling 0300 131 6363.