How to attract good tenants and keep them happy

By Elliot Griffin, Lettings Manager at Pilgrims Sales & Lettings  

The upcoming Renters’ Rights Act, due to come into force on 1 May 2026, will significantly reshape the relationship between landlords and tenants. With the removal of fixed-term tenancies, renters will have the flexibility to give just two months’ notice at any time. At the same time, landlords will no longer be able to rely on Section 21 “no fault” evictions and will instead need a clear statutory reason to regain possession.

This shift places greater importance than ever on attracting and, crucially, retaining good tenants.

At Pilgrims Sales & Lettings, we see this not as a challenge, but as a natural progression of a sector that is becoming more professional, more accountable, and more focused on service. Landlords who succeed in this new landscape will be those who recognise that providing a property is only part of the equation—delivering a consistently high standard of service is what truly sets them apart.

The importance of the tenant experience

Tenants today are not just occupants; they are customers. Their expectations are shaped by the wider service economy, where responsiveness, transparency, and reliability are the norm.

Put simply, a well presented property will attract interest, but it is the overall experience that determines whether a tenant chooses to stay.

From clear communication at the outset, to efficient handling of maintenance issues, every touchpoint matters. When tenants feel respected, listened to, and supported, they are far more likely to remain long-term, reducing void periods, minimising disputes, and ultimately protecting a landlord’s investment.

A professional, diligent approach built over 50 years

At Pilgrims, our approach has been shaped by over five decades in the lettings and property sector. That experience has taught us that consistency, diligence, and attention to detail are not optional extras, they are essential.

We have developed robust processes around tenant referencing, compliance, property management, and communication. The modern-day automation systems have become an essential tool in an industry where non-compliance is increasingly leading to a reduction in landlord rights. These systems are not just about meeting legal requirements though; they are about creating a smooth, dependable experience for both landlords and tenants.

In a regulatory environment that is becoming increasingly complex, due diligence is critical. From ensuring properties meet the latest safety standards, to keeping abreast of legislative changes, our role is to give landlords confidence that every aspect of their investment is being handled professionally.

The strength of a family business

One of the defining features of Pilgrims Sales & Lettings is that we are, and always have been, a family run business.

This brings with it a long-term perspective that is often missing in larger corporate agencies. Our focus is not on short-term targets, but on building lasting relationships with our clients and maintaining a reputation that has been earned over generations.

For landlords, this translates into stability and continuity. You are not passed from one property manager to another due to staff turnover: certainly, a common frustration in larger organisations. Instead, you deal with a team that knows your portfolio, understands your priorities, and is invested in your long-term success.

That consistency allows us to provide a level of personal service and attention to detail that is increasingly rare.

What tenants really value

Over the years, and through ongoing research and feedback, several key factors consistently emerge as priorities for tenants:

• Responsive communication – quick, clear, and professional responses to queries

• Well-maintained properties – issues dealt with promptly and effectively

• Transparency – no hidden surprises, clear expectations from the outset

• Respect and fairness – being treated as valued customers, not just occupants

When these elements are in place, tenants are far more likely to renew, recommend, and take care of the property.

Creating long-term success for landlords

Ultimately, happy tenants make for successful tenancies. They stay longer, look after the property, and reduce the day-to-day pressures that can come with being a landlord.

In the context of the Renters’ Rights Act, this becomes even more important. Retention is no longer just desirable, it is essential.

At Pilgrims Sales & Lettings, our role is to support landlords in achieving this by combining experience, professionalism, and a genuinely personal approach. By placing the tenant experience at the heart of what we do, we help create stable, sustainable tenancies that benefit everyone involved.

If you would like to know more about Pilgrims’ management services then don’t hesitate to give Elliot a call on 01932 348620 or email him Elliot@Pilgrimsresidential.com