What does AI really mean for the letting industry? Q&A with Sam Humphreys, Head of M&A at Dwelly

admin    Uncategorized     agents

Property118

What does AI really mean for the letting industry? Q&A with Sam Humphreys, Head of M&A at Dwelly

What does AI really mean for the letting industry, and why are we seeing such a surge of interest in AI tools across the property sector?

AI is ultimately about removing friction, improving service, and making the industry more efficient. The technology has moved far enough that we can now run processes that were traditionally slow, manual and offline through intelligent systems that work instantly and consistently. Tools like ChatGPT have accelerated expectations, and we are now seeing that same underlying technology being applied to very practical problems in lettings.

For example, Dwelly’s AI has already reduced the average maintenance resolution time by around a third, and we are aiming for a reduction closer to seventy percent as adoption scales. The wider industry, however, is still at the very beginning. Most letting agents only use AI casually, such as drafting emails, but this barely scratches the surface. To deliver real operational benefits you need deeper integration, proper engineering and a joined-up approach, which most agencies simply do not have in-house.

What are the most practical ways AI can already be used in a letting agency today?

Where AI makes the biggest immediate difference is in reducing manual workload across the entire management journey. That includes everything from applicant handling to maintenance triage, contractor coordination and rent-related processes.

When used properly, AI removes the delays that often sit between tenants, landlords, agents and suppliers. It ensures information is gathered consistently, routes tasks correctly, and keeps everyone updated without the long gaps that cause frustration. The result is smoother operations and, ultimately, better financial outcomes for all parties involved.

How does Dwelly use AI?

We use AI in two core areas: Tenant Find and Maintenance.

On the Tenant Find side, applicants can interact with our AI 24 hours a day, ask questions, book viewings and even submit offers. The system then scores applications against the landlord’s criteria and highlights the strongest matches. It speeds up the entire process and ensures no enquiry is missed simply because it arrived outside office hours.

For Maintenance, AI logs, summarises and prioritises issues the moment they arise. It provides clear information for contractors, follows up automatically and keeps tenants and landlords in the loop. This is where we have seen the thirty-three percent reduction in average resolution times. Speed really matters because unresolved issues are one of the main reasons tenants give notice earlier than planned. AI is tireless: it nudges, reminds and escalates at the right moments, which is something even the best human teams struggle to do consistently.

Click Here for Acquisitions, software, and succession planning for UK lettings agents

How difficult is it to start using AI for an average agent?

The good news is that it has very little to do with technical expertise. We have seen no link between someone’s age, background or traditional “tech skills” and their ability to use AI effectively. The people who adapt fastest tend to be the ones who look for opportunities, experiment, ask good questions and want to improve how they work.

AI should not be seen as replacing agents but as freeing them from repetitive admin so they can focus on what they are genuinely good at: building relationships, supporting landlords, strengthening contractor networks, and growing the business. The value of AI is in elevating people, not sidelining them.

Are there any risks associated with the usage of AI?

Every letting agency already deals with sensitive data, and that responsibility does not change with AI. GDPR still applies, and the UK’s AI principles emphasise safety, transparency and accountability. The biggest risk comes when teams use consumer tools for professional tasks without understanding where the data is going or how it is stored.

When implemented correctly, AI actually reduces risk because it eliminates many of the human errors that cause disputes, delays or compliance issues. It also ensures that decisions are documented, consistent and auditable. Used properly, AI strengthens the customer experience and improves reliability rather than undermining it.

Is the road worth travelling?

Absolutely. The lettings industry is going through a structural shift, and the agencies that embrace automation will be the ones that grow. Those that do not will struggle to keep pace with rising expectations from landlords and tenants, and many will ultimately be absorbed by larger, more tech-driven operators.

AI is not a trend. It is the next stage of operational efficiency in lettings, and the sooner an agency starts the journey, the stronger its position will be.

Dwelly is for independent lettings agency owners who want to exit smoothly, profitably, and on their terms

Click Here for Acquisitions, software, and succession planning for UK lettings agents

The post What does AI really mean for the letting industry? Q&A with Sam Humphreys, Head of M&A at Dwelly appeared first on Property118.

View Full Article: What does AI really mean for the letting industry? Q&A with Sam Humphreys, Head of M&A at Dwelly

A Tale of Two Applications – Why One Got Rejected and the Other Approved

admin    Uncategorized     agents

Property118

A Tale of Two Applications – Why One Got Rejected and the Other Approved

On the surface, two landlords submitted similar applications for commercial finance. Yet one was rejected outright while the other sailed through to approval. What made the difference? This case study highlights the importance of preparation, presentation, and broker expertise in determining outcomes.

Case 1 – The Rejected Application

A landlord applied directly to a lender for a £1.5m refinance across multiple HMOs. The application lacked a detailed property schedule, omitted up-to-date tenancy agreements, and failed to evidence maintenance costs accurately. The lender quickly lost confidence, citing incomplete information and concerns over cash flow. The application was rejected, leaving the landlord to scramble for alternatives under time pressure.

Case 2 – The Approved Application

Another landlord, seeking similar funding, worked with an NACFB broker. The broker packaged the application professionally, including:

• A full portfolio schedule with rental income, liabilities, and valuation evidence.
• Business accounts and tax returns presented clearly to demonstrate sustainability.
• A liquidity plan showing cash reserves and buffers against rate rises.
• A clear exit strategy aligned with the lender’s appetite.

The lender approved the facility swiftly, citing the strength of presentation and the borrower’s demonstrated professionalism.

Lessons for Landlords

• Preparation matters – incomplete or inaccurate documentation is a common cause of rejection.
• Professional packaging adds credibility – lenders prefer applicants who demonstrate a clear understanding of their own finances.
• Broker relationships count – NACFB brokers know what lenders want to see and how to present cases effectively.

Why This Matters

The difference between rejection and approval was not the properties or the landlords themselves – it was the quality of the application. In commercial finance, presentation and detail are just as important as the underlying numbers.

The Role of NACFB Brokers

NACFB brokers act as translators between landlords and lenders. They ensure that applications are complete, credible, and aligned with lender expectations. Their involvement can mean the difference between success and failure, particularly in complex cases.

Conclusion and Takeaway

Two similar applications, two very different outcomes. The lesson for landlords is clear: preparation, presentation, and professional support determine whether finance is approved or rejected. With an NACFB broker, landlords dramatically improve their chances of success.

Next Steps

If you would like to maximise your chances of approval on your next application, please complete the short form below and an NACFB member broker will be in touch.

/* “function”==typeof InitializeEditor,callIfLoaded:function(o){return!(!gform.domLoaded||!gform.scriptsLoaded||!gform.themeScriptsLoaded&&!gform.isFormEditor()||(gform.isFormEditor()&&console.warn(“The use of gform.initializeOnLoaded() is deprecated in the form editor context and will be removed in Gravity Forms 3.1.”),o(),0))},initializeOnLoaded:function(o){gform.callIfLoaded(o)||(document.addEventListener(“gform_main_scripts_loaded”,()=>{gform.scriptsLoaded=!0,gform.callIfLoaded(o)}),document.addEventListener(“gform/theme/scripts_loaded”,()=>{gform.themeScriptsLoaded=!0,gform.callIfLoaded(o)}),window.addEventListener(“DOMContentLoaded”,()=>{gform.domLoaded=!0,gform.callIfLoaded(o)}))},hooks:{action:{},filter:{}},addAction:function(o,r,e,t){gform.addHook(“action”,o,r,e,t)},addFilter:function(o,r,e,t){gform.addHook(“filter”,o,r,e,t)},doAction:function(o){gform.doHook(“action”,o,arguments)},applyFilters:function(o){return gform.doHook(“filter”,o,arguments)},removeAction:function(o,r){gform.removeHook(“action”,o,r)},removeFilter:function(o,r,e){gform.removeHook(“filter”,o,r,e)},addHook:function(o,r,e,t,n){null==gform.hooks[o][r]&&(gform.hooks[o][r]=[]);var d=gform.hooks[o][r];null==n&&(n=r+”_”+d.length),gform.hooks[o][r].push({tag:n,callable:e,priority:t=null==t?10:t})},doHook:function(r,o,e){var t;if(e=Array.prototype.slice.call(e,1),null!=gform.hooks[r][o]&&((o=gform.hooks[r][o]).sort(function(o,r){return o.priority-r.priority}),o.forEach(function(o){“function”!=typeof(t=o.callable)&&(t=window[t]),”action”==r?t.apply(null,e):e[0]=t.apply(null,e)})),”filter”==r)return e[0]},removeHook:function(o,r,t,n){var e;null!=gform.hooks[o][r]&&(e=(e=gform.hooks[o][r]).filter(function(o,r,e){return!!(null!=n&&n!=o.tag||null!=t&&t!=o.priority)}),gform.hooks[o][r]=e)}});
/* ]]> */

/* = 0;if(!is_postback){return;}var form_content = jQuery(this).contents().find(‘#gform_wrapper_579′);var is_confirmation = jQuery(this).contents().find(‘#gform_confirmation_wrapper_579′).length > 0;var is_redirect = contents.indexOf(‘gformRedirect(){‘) >= 0;var is_form = form_content.length > 0 && ! is_redirect && ! is_confirmation;var mt = parseInt(jQuery(‘html’).css(‘margin-top’), 10) + parseInt(jQuery(‘body’).css(‘margin-top’), 10) + 100;if(is_form){jQuery(‘#gform_wrapper_579′).html(form_content.html());if(form_content.hasClass(‘gform_validation_error’)){jQuery(‘#gform_wrapper_579′).addClass(‘gform_validation_error’);} else {jQuery(‘#gform_wrapper_579′).removeClass(‘gform_validation_error’);}setTimeout( function() { /* delay the scroll by 50 milliseconds to fix a bug in chrome */ }, 50 );if(window[‘gformInitDatepicker’]) {gformInitDatepicker();}if(window[‘gformInitPriceFields’]) {gformInitPriceFields();}var current_page = jQuery(‘#gform_source_page_number_579′).val();gformInitSpinner( 579, ‘https://www.property118.com/wp-content/plugins/gravityforms/images/spinner.svg’, true );jQuery(document).trigger(‘gform_page_loaded’, [579, current_page]);window[‘gf_submitting_579′] = false;}else if(!is_redirect){var confirmation_content = jQuery(this).contents().find(‘.GF_AJAX_POSTBACK’).html();if(!confirmation_content){confirmation_content = contents;}jQuery(‘#gform_wrapper_579′).replaceWith(confirmation_content);jQuery(document).trigger(‘gform_confirmation_loaded’, [579]);window[‘gf_submitting_579′] = false;wp.a11y.speak(jQuery(‘#gform_confirmation_message_579′).text());}else{jQuery(‘#gform_579′).append(contents);if(window[‘gformRedirect’]) {gformRedirect();}}jQuery(document).trigger(“gform_pre_post_render”, [{ formId: “579”, currentPage: “current_page”, abort: function() { this.preventDefault(); } }]); if (event && event.defaultPrevented) { return; } const gformWrapperDiv = document.getElementById( “gform_wrapper_579″ ); if ( gformWrapperDiv ) { const visibilitySpan = document.createElement( “span” ); visibilitySpan.id = “gform_visibility_test_579″; gformWrapperDiv.insertAdjacentElement( “afterend”, visibilitySpan ); } const visibilityTestDiv = document.getElementById( “gform_visibility_test_579″ ); let postRenderFired = false; function triggerPostRender() { if ( postRenderFired ) { return; } postRenderFired = true; gform.core.triggerPostRenderEvents( 579, current_page ); if ( visibilityTestDiv ) { visibilityTestDiv.parentNode.removeChild( visibilityTestDiv ); } } function debounce( func, wait, immediate ) { var timeout; return function() { var context = this, args = arguments; var later = function() { timeout = null; if ( !immediate ) func.apply( context, args ); }; var callNow = immediate && !timeout; clearTimeout( timeout ); timeout = setTimeout( later, wait ); if ( callNow ) func.apply( context, args ); }; } const debouncedTriggerPostRender = debounce( function() { triggerPostRender(); }, 200 ); if ( visibilityTestDiv && visibilityTestDiv.offsetParent === null ) { const observer = new MutationObserver( ( mutations ) => { mutations.forEach( ( mutation ) => { if ( mutation.type === ‘attributes’ && visibilityTestDiv.offsetParent !== null ) { debouncedTriggerPostRender(); observer.disconnect(); } }); }); observer.observe( document.body, { attributes: true, childList: false, subtree: true, attributeFilter: [ ‘style’, ‘class’ ], }); } else { triggerPostRender(); } } );} );
/* ]]> */

Published: 7 January 2026

The post A Tale of Two Applications – Why One Got Rejected and the Other Approved appeared first on Property118.

View Full Article: A Tale of Two Applications – Why One Got Rejected and the Other Approved

Punish the landlord victim?

admin    Uncategorized     agents

Property118

Punish the landlord victim?

Hi, my flat was ransacked by the tenant or a third party introduced by the tenant, and the electric meter was damaged. It will cost £6,000 -£8,000 to make a full repair.

The council made an Emergency Prohibition Order under S43 Housing Act 2004. Fair enough. They now want me, the landlord, to pay them £523.58 “expenses” because my flat was damaged; not the tenant, not any third party, but me, the victim in all of this, should pay them.

There is only a right of appeal against the Order, but none against the “expenses” order.

Has anyone out there had to deal with such a claim, and is the Local Government Ombudsman a possible recourse, or just another waste of space?

Thanks for your attention to this matter.

David

The post Punish the landlord victim? appeared first on Property118.

View Full Article: Punish the landlord victim?