Renting Experiences Revealed: Unlocking the Secrets of Tenant Satisfaction

An in-depth analysis by Marks Out Of Tenancy of 2,299+ rental property reviews from 2017 to 2025 reveals how tenant experiences have shifted across the UK’s rental landscape. Covering everything from entry-level flats to premium properties, the data highlights fluctuations in satisfaction, evolving platform behaviours, and the influence of major events like COVID-19. The findings expose seasonal patterns, regional disparities, and demographic shifts—offering a comprehensive, data-backed perspective on the changing face of renting in the UK.

The experience of renting in the UK is as diverse as it is complex, influenced by multiple factors ranging from property quality to landlord responsiveness. Understanding these dynamics helps tenants make informed decisions, enables landlords and agents to improve services, and provides valuable insights for housing researchers. The data uncovered intriguing patterns of tenant satisfaction across time. Here's what we've learned:

Consistent Patterns: Area Wins, Landlords Lag

Throughout the years, tenants consistently rated their neighbourhood highly, with area scores averaging 3.60 out of 5, the highest among all categories. Conversely, landlord scores lagged behind, averaging just 2.09. This persistent trend highlights an opportunity for landlords and agents to significantly boost overall tenant satisfaction through improved responsiveness and transparency. 

Our landlord league table showcases which landlords in major towns and cities have earned top marks for qualities like responsiveness, upkeep, and fair practices. It also highlights landlords who may have received frequent complaints from previous tenants.

Seasonal Satisfaction Swings: A Surprising Revelation

Tenant satisfaction exhibits predictable seasonal patterns. January reviews peak at an average satisfaction score of 3.03, suggesting positive sentiments possibly driven by fresh beginnings. In contrast, October experiences the lowest satisfaction levels at 1.93, potentially reflecting maintenance issues or winter-related discomfort. Recognising these patterns can help property managers proactively enhance tenant experiences during traditionally low-performing months.

COVID-19's Unmistakable Impact

The pandemic left a noticeable dent in satisfaction ratings during 2021 and 2022. Overall scores dipped significantly, highlighting how external factors profoundly affect tenant experiences. Interestingly, property and area scores rebounded quicker than landlord and agency scores, suggesting that responsiveness and communication during crises greatly influence tenant perceptions.

Research from the Joseph Rowntree Foundation underscores this, emphasising the importance of landlord-tenant relationships during times of uncertainty. Strengthening communication and providing clear information during crises can markedly improve tenant experiences and overall satisfaction (Joseph Rowntree Foundation, 2021).

Platform Maturity and User Adoption Trends

Early adopters of review platforms typically rated their experiences differently from later, more diverse user groups. Initial user groups were narrower demographically, often reporting higher satisfaction due to selective bias. As platforms like ours matured, broader adoption introduced a wider range of experiences, providing more realistic insights into the rental market. This evolution underscores the importance of maintaining inclusive and accessible review platforms.

Property Management Matters

When analysing satisfaction by management type, direct landlord-managed properties initially outperformed letting agents. However, over time, satisfaction with agent-managed properties rose, peaking notably in 2025 with an average score of 3.03. This suggests professional management practices have improved significantly, reflecting industry-wide advancements in tenant-focused services.

Take a deeper delve into the data about self-managed landlords and those properties managed by letting agents.

Recommendations for Stakeholders

• Landlords: Improve responsiveness and transparency, especially during peak dissatisfaction periods.
• Letting Agents: Continue professionalisation and adopt best practices to maintain upward satisfaction trends.
• Tenants: Utilise platforms like ours to make informed decisions and influence positive changes in the rental market.
• Researchers: Further explore seasonal and crisis-driven satisfaction patterns to better understand tenant experiences.

By leveraging insights from comprehensive data analysis and external research, we can foster a rental market that prioritises quality, transparency, and mutual respect between tenants and housing providers.