In January I asked Landlord Law members to complete a ‘members feedback survey’. To tell me about themselves and what they want from the site.
We had 150 responses which was pretty good. So to thank them/you, I am writing this ‘feedback on the feedback’ post – to acknowledge what was posted and to tell you, where relevant, what we are doing about it.
Note that you will need to be logged in as a member to follow some of the links below. A few items are Business Level members only (but you can always switch your membership if you want to see them).
As this is quite a long post I have done an index with links
This section looks at how you interact with the site. According to the survey responses:
The next questions were text boxes looking at what you liked and didn’t like.
Looking at the responses, it seems that the things which people most like about Landlord Law are
There were a lot of lovely comments from you – for which thank you very much! I won’t copy any of them here as it will make this post too long but it looks as if, on the whole, the site is doing its job and you are happy with it.
However, there were, inevitably, a few:
So I want to take this opportunity to explain either what we have done about the issues you have raised or why they’re not something that can be changed. So let’s look first at:
I know some people find this difficult so the survey has prompted me to re-do the forum help videos which can be found here.
I hope you will find them more useful than the last ones. Although actually, as you will see below, most people who use the forum find it’s OK.
The trouble is that Landlord Law is such a huge site with a massive amount of content. However I organise things some people will find it counter-intuitive.
Someone has suggested a site map so we may look into that.
But be aware that there are multiple ways to find things. On the whole, the search box is not that helpful (although we have tried to improve it) so if that is your only method of looking for content you are bound to be disappointed.
There is a help article here which explains the options.
The system does not allow you to change the basic (boilerplate) text, and this is not going to change. Sorry. There are two main reasons for this:
If you really want to change things there is nothing to stop you from copying the text into your word processing software and amending it here. I will not claim copyright if you do this while you are a Landlord Law member.
If you just want to change one or two clauses – this can be done via the additional clauses box. Ask me in the forum and I may even draft up your alternative clause for you!
There is a help page here which explains how the system works – although most people seem to have no problems using it.
Some people (probably our lawyer members) have said that they would like to see more of these. I tend not to give too many references as I don’t think non-lawyer landlords want this.
I am not an accountant and never was a conveyancing solicitor (when I was in practice) so I took a policy decision some time ago to leave this type of content out.
Landlord Law deals with the things you need to deal with after your property has been purchased (although we do have a few FAQ – see buying property in the AZ page).
Tax is a complex subject and my view is that you should professional accountants for this (as I do). There are also some excellent online resources you can use. Property118 has a lot of tax content for example.
I also don’t want to get into the whole business of investment advice (I am not authorised for it anyway) – there are lots of other people who can advise on this (although be careful who you choose).
Practically the whole of the Welsh landlord and tenant system is going to change on 15 July and my assistant Mark and I are working on this.
I hope to get some tenancy agreements up which will comply with the new Welsh rules within the next few weeks.
We have the forum! And I would like a life! My husband has warned me that if I have Landlord Law members ringing me up night and day he will be considering divorce proceedings …
I also think the forum is actually better than a telephone helpline as you can go back and read things again. And you get the benefit of other members’ advice sometimes – which can be really helpful.
I am always happy to answer members’ questions, at no extra charge – but only on the forum. Unless you need technical support when you should use the green button service.
If you really want telephone advice we have a paid telephone advice service – which is cheaper for members.
Yes, sorry about that. I now have Grammarly and am trying to root out the typos. The trouble is, when writing I tend to be more concerned about legal accuracy than spelling. I also type quite fast and sometimes my fingers transpose letters which occasionally I don’t pick it up.
The ‘punctuation police’ don’t like me much either.
The other problem, which I can’t help with, is that people say they don’t have time to read all the site content! Still, at least it’s there when you need it.
The next part of the survey looks at some particular areas of the site to see how much you use them.
I am a bit shocked that 55% of you have not done ANY training over the past 2 years, although I suppose being a Landlord Law member does ensure that you have up to date support.
Our CPD service (1-hour CPD per month) does not seem to be very popular with only 7% of you having used it. Although this may be because you did not know it was there (37%).
As regards training events, only 13% prefer face to face training with the rest of you either preferring online training (49%) or having no preference (38%).
This is reflected in your preferences for our new in-person/livestream events with only 9% saying you will only want the fact to face and 31% saying which one you chose would depend on the circumstances.
I have noted your suggestions for future training – apart from the answer which said: “any topics that I’m not too familiar with.” How am I supposed to know what that is!
It looks as if most of you (74%) still use desktops or laptops to access the site, but there are quite a few who use tablets or smartphones, at least part of the time.
Which is good, as generally, I think Landlord Law is best viewed with a larger device – although our theme is mobile friendly. The document generator system is however not really suitable for phones, however smart they may be.
The vast majority of you say you are either good with computers (45%) or a re reasonably competent (51%).
Most of you tend to use Chrome as your browser (64%) but we also have quite a few mac users on Safari. I am glad to see that only 12% of respondents ever use Internet Explorer – as this is now out of date and does not work well with the Landlord Law system.
Some of you find the site speed fast (18%) and most of you think it is OK (67%). We did have some work done on this a few years ago. The trouble is that it’s a big site with a lot of functionality, which affects the speed a bit. Not much we can do about that.
We had a text box for people to put their number 1 frustrations about being a landlord. Answers included:
Some of you though, said you had no real problems. Hopefully at least partly due to your Landlord Law membership and the support that you get!
We also asked what worries you most about the future of the private rented sector. Answers included:
We then asked what your future plans were:
The survey ended with a request for tips to help other landlords which I am putting in the weekly bulletin (if you have a tip, please leave it here).
And that’s it.
Thank you very much to all who responded. I hope this post has answered any questions you had.