The Domino’s Effect: How Admitting Failure Can Build Landlord Trust

Why Honesty Matters More Than Ever

Trust between landlords and tenants has never been more critical. With growing tenant expectations and increasing scrutiny on property conditions, landlords must move beyond polished marketing and idealised portrayals. The "Domino’s effect," inspired by how Domino's Pizza openly admitted product faults and rebuilt consumer confidence, offers a valuable lesson: admitting mistakes transparently fosters loyalty and credibility.

Estate agents and landlords often face a trust deficit, stemming from overpromising, underdelivering, or glossing over property issues. This can result in longer void periods, disputes, or reputational damage. For London landlords juggling multiple units or HMOs, the stakes are even higher.

Practical Implications for London Landlords

Be Transparent About Property Condition and Market Realities
Honest communication about a property’s condition, even if it means admitting shortcomings, sets realistic tenant expectations and reduces complaints or disputes later. Similarly, valuations and rent-setting should reflect current market data, not wishful thinking. If you’re struggling to benchmark rents, consult local market reports or engage a trusted letting agent for an impartial review.

Admit Failures Quickly and Clearly
If maintenance delays occur or promised upgrades fall through, acknowledge this promptly rather than deflecting blame. Tenants and agents appreciate accountability, which can turn a negative into a relationship-strengthening moment.

Review and Train Your Communication Practices
Landlords managing portfolios or employing agents should ensure staff are trained to communicate honestly, set realistic expectations, and handle complaints transparently. This approach encourages open dialogue and proactive problem-solving.

Solicit and Showcase Genuine Feedback
Encourage tenants to provide honest reviews and be prepared to address occasional complaints openly. Sharing balanced feedback builds credibility and helps future tenants make informed decisions.

Tailoring Approaches by Landlord Profile

• Single-Unit Landlords: You have direct contact with tenants; use this to build rapport through frank conversations about property limitations and maintenance timelines.
• HMO Landlords: With multiple tenants, clear communication channels and documented transparency are essential to manage expectations and minimise disputes.
• Portfolio Landlords: Implement standardised communication policies across your properties, and consider regular compliance and client satisfaction audits to monitor trust levels.
• Accidental Landlords: Partnering with reputable letting agents who embrace transparency can help bridge any experience gaps and protect your interests.

Next Steps for Landlords

1. Audit your current tenant communications and marketing materials for honesty and accuracy.
2. Train yourself and any team members on setting realistic expectations and admitting issues promptly.
3. Implement a system to collect and respond to tenant feedback openly.
4. Review rent and valuation strategies with up-to-date local market data.
5. Schedule a portfolio review or compliance audit with a specialist to identify trust risks.

How Rentals & Sales Can Support You

Our team specialises in helping landlords refine communication strategies, conduct compliance audits, and develop pricing tactics grounded in transparent market analysis. Whether you manage a single property or a large portfolio, we provide tailored advice that builds tenant confidence and safeguards your rental income.

Compliance Disclaimer: This article is for informational purposes only and does not constitute legal advice. Landlords should consult relevant regulations and professional advisers when implementing changes.