Letting agents have an essential role in ensuring that tenants benefit from a wide choice of quality property, and properly trained, professional letting agents should be able to deliver this service. Agents must be an effective bridge between the landlord and the tenant to ensure the tenant's rights are protected and the landlord is not disadvantaged. Good relationships do not happen without significant investment in good practice, good manners and a professional outlook.

Understanding tenants' needs and the different cultures around age, sexuality, disability, and ethnic origin is essential.
The private rented sector is a vital part of local housing provision. Increasingly, local housing authorities are looking at the industry to meet many of the housing needs, especially around shortages in social housing. Many local authorities proactively encourage good relationships with agents in their area.

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