Winning a new landlord is one thing—keeping them is another. Retention is just as important as lead generation because a strong rent roll isn’t built on one-off deals; it’s built on lasting relationships.
The challenge is that landlords don’t switch property managers overnight. It’s rarely a single bad experience that makes them leave—it’s a series of frustrations that build up over time. On the other hand, landlords who stay for the long haul don’t just stick around because things are fine; they stay because they feel valued, confident, and reassured.
So, what pushes landlords to the edge? And what makes them feel secure enough to stay? More importantly, how can BDMs use this knowledge to attract and retain the right clients?
What Makes a Landlord Leave?
Most landlords don’t start out looking to change property managers. In fact, many are hesitant to switch at all, even when they’re not completely satisfied. But over time, frustrations stack up, and when the final straw lands, they’re already halfway out the door.
One of the biggest reasons landlords leave is poor communication. It’s not always about a lack of contact—it’s about the quality of it. If a landlord only hears from their property manager when there’s a problem, they’ll start to feel like they’re being left in the dark. Missed calls, slow responses, or vague updates make them feel like they have to chase for information, rather than being kept in the loop as they should be.
Another major frustration is a lack of proactive management. Landlords want to know that their investment is being looked after, not just maintained. If rent hasn’t been reviewed in years, if maintenance issues keep getting pushed back, or if there’s no strategy to minimise vacancy periods, they start questioning whether they’re getting real value from their agency.
Hidden fees or unexpected costs can also break trust. When landlords feel blindsided by charges they weren’t expecting, it’s hard to rebuild that confidence. And if they’ve had to deal with multiple property managers due to staff turnover, that frustration can compound. Many landlords just want a single point of contact they can trust—not a revolving door of new names.
What Makes a Landlord Stay?
Just as landlords don’t leave over a single bad experience, they don’t stay just because nothing has gone wrong. They stay because they feel secure in the knowledge that their property is being actively managed by people who care about their investment.
Consistent, transparent communication is one of the biggest factors in landlord retention. They don’t want to have to ask what’s happening with their property—they want to be informed before they even think to ask. Regular updates, market insights, and clear explanations of decisions make all the difference.
A proactive approach is just as important. Landlords who stay long-term usually have a property manager who doesn’t just react to issues but anticipates them. Regular rent reviews, a clear strategy for minimising vacancies, and a well-managed maintenance plan all contribute to a sense of confidence that keeps landlords loyal.
And then there’s the relationship itself. When a landlord knows their property manager is reliable, professional, and looking out for their best interests, they don’t feel the need to shop around. They know they’re in good hands.
How BDMs Can Use This to Win More Business
Understanding why landlords stay or leave isn’t just useful for retention—it’s a powerful tool for attracting new clients. Many landlords who are considering switching agencies already have concerns about their current management. If you can identify those pain points early, you can position yourself as the solution before they even ask.
Rather than simply listing your services, ask the right questions:
Often, landlords don’t realise what they’re missing until it’s pointed out. They might have just assumed long vacancies, slow responses, or unchanged rent were normal—until they hear that a different approach is possible.
It’s also important to highlight what makes your agency different. Instead of just saying, “We offer great service,” show landlords exactly how you operate in a way that solves their frustrations. If they’ve been dealing with slow response times, emphasise your communication standards. If they feel their property hasn’t been optimised for returns, outline your structured rent review process. The more specific you are, the more compelling your offer becomes.
Retention and Growth Go Hand in Hand
Landlords leave when they feel neglected. They stay when they feel valued. The difference between the two isn’t about offering a perfect service—it’s about building confidence, trust, and a genuine partnership.
For BDMs, this understanding is more than just a retention strategy; it’s a growth strategy. By focusing on clear communication, proactive management, and delivering real value, you’re not just securing new landlords—you’re keeping them long-term, building a strong, sustainable rent roll that isn’t constantly churning.
If you want to attract and retain high-value landlords, the BDM Performance Program gives you the tools and strategies to build long-term relationships, strengthen your pipeline, and grow your rent roll with confidence.
Call us today and let’s talk about how you can take your BDM results to the next level.
