Finding the Right Tenant: Hello Neighbour’s guide to Viewings

Finding the Right Tenant: Hello Neighbour’s guide to viewings

Hello Neighbour has done well over 10,000 viewings over the last few years and because we use a technology solution to make letting simple, we also collect a great deal of data on those viewings.

We have used the anonymised data we have gathered from our viewings, including feedback sheets, viewing agent commentary as well as from our account management team to help us write a guide for landlords who want to do their own viewings.

Hello Neighbour go to a great deal of trouble to make sure viewings really count. We maximise viewing requests (read Why Rightmove is an essential part of advertising your rental property ), and then screen thoroughly before accepting. See Hello Neighbour’s guide to screening viewing requests.

We also do our utmost to make sure applicants turn up and then we gather feedback on what they thought alongside their own comments. We have a no-show rate of just 4.1% over the last year.

We also use a secure key deposit scheme which means we do viewings with the minimum of fuss for our landlords.

As a result of all that, nearly 70% of applicants feedback was “I want it” or “I love it”; with offers following.

Given this experience, we thought it would be useful to share the key elements of how we do viewings in a short guide for those landlords who want to do it themselves.

How to maximise viewing requests?

For properties we manage, we go to great lengths to attract the right tenants and we want all landlords to do the same. We recommend landlords use professional photography, floor plans and video and all our DIY properties are listed on Rightmove and Zoopla. That includes Featured on Rightmove for the all-important first 7 days. As a result, we get double the average number of viewing requests. On average we get 49 requests to view properties we list vs the average for properties on Rightmove of 22.  Why Rightmove is an essential part of advertising your rental property 

How do I make sure I get the right tenants viewing?

With the Renters’ Rights Act coming into force on 1 May 2026 and tenant demand declining, it is increasingly important for landlords to screen viewing requests effectively without discouraging suitable tenants.

So we have written a detailed guide on screening to help landlords.  Hello Neighbour’s guide to screening viewing requests. 

It is important to ask key questions that maximise the chances of the tenant being the right one for you. However, it is important to strike the right balance between thoroughness and maintaining a neighbourly approach in order to achieve the best outcome.

We have found a phased or progressive approach to questioning works really well and our intuitive, easy-to-use platform can make that a neighbourly experience for any tenant.

Should viewings be done in blocks or one at a time?

There are divergent views on doing blocks of several viewings or individual viewings and for how long each viewing lasts.

Opinion is so divided that on Hello Neighbour’s DIY platform landlords can do either. In practice a landlord’s own availability may well drive the answer.

After testing different approaches ourselves we have found there are benefits to having blocks of viewings albeit we limit that to eight viewings in a two-hour period.

For our managed properties we use blocks because it increases the likelihood of multiple offers in a concentrated period which in turn increases the likelihood of an acceptable offer arriving quickly. We average six days from a property going live on Rightmove to an accepted offer. It is also more efficient for the landlord.

Hello Neighbour focuses on 15 minute slots having provided professional photos, floor plans and video as part of the initial listing on Rightmove. We find that is a good compromise between sufficient time to understand the property well and short enough to encourage urgency.

Can I do viewings with tenants still in situ?

The answer is yes, and most viewings are done with an existing tenant in place.

However, you need to ensure you follow your tenancy agreement’s clause on viewing. You should always give proper notice and be reasonable. Tenancy agreements commonly point to at least 24 hours’ written notice and visits at a reasonable time.

Hello Neighbours’ standard tenancy agreement includes:

“Provided the Landlord has given the Tenant at least 24 hours’ prior notice in writing, the Tenant must give the Landlord (or any person acting on behalf of the Landlord) access to the Property at reasonable times of day”

In practice, you should seek permission from your existing tenants before arranging viewings, and access isn’t automatic just because you want to do viewings.

If you start from “we’re entering someone’s home”, not “we’re showing our asset”, everything improves.

We suggest you make it easy for your tenant to say “yes”

If tenants feel steamrolled, they dig their heels in (and understandably). A simple approach that works for us is:

• Offer two or three appointment windows (not one ultimatum)
• Keep viewings to short blocks (4 15-minute viewings back-to-back)
• Avoid breakfast, bedtime, school runs, and late evenings
• Confirm in writing: date/time, who’s coming, how long, and what you’ll do to keep things respectful

What are the issues tenants raise after a viewing?

Before we suggest how you might prepare and conduct a viewing, we thought it would be useful to have a look at the issues that tenants have raised after viewings with Hello Neighbour. It is important to note that these largely come from the 30% of our viewings who don’t want to make a offer.

Size and layout dominate feedback with the top 3 themes (size, kitchen, storage) representing more than half of all negative comments. This suggests the biggest friction point is property configuration, not operational quality.

There is of course little you can do to change the property.

However, we do find professional photography, floor plans and videos are a useful way of ensuring applicants know as much as they can about the layout of the property before asking for a viewing.

Viewing isn’t about selling; it is about getting the right applicants who fit the property to understand as much as possible before committing. Clear, accurate descriptions at the start of the letting process when you advertise make the process of finding the right tenant considerably more efficient.

How important is the general state of the property?

Interestingly, complaints about cleanliness, faults and maintenance are perhaps lower than expected. Although the sample comes from viewings Hello Neighbour has organised, and we try and ensure these aren’t issues for properties we are managing.

However, whilst property layout makes up 48%, cleanliness and condition make up the next largest group at 18% so it is not insignificant. We also know that properties that are not clean and in poor condition attract particularly strong feedback. These are also generally issues that you can do something about and in a more competitive market for landlords with less tenant demand, this is an area to resolve before viewing.

Does neighbourhood detail stop offers?

Neighbourhood-related negative comments are focused on transport and noise with train-line noise and busy roads at the top of the list.

Clarity on these issues before viewings as well as parking or distance to the nearest transport hub and local shops will help keep viewings more efficient.

More important are the local highlights that might drive interest from tenants such as schools and nurseries, parks and outdoor spaces and other amenities. More on that later.

How important is the letting market backdrop?

There is little doubt that the letting market is becoming more competitive so getting the initial price level right is key to avoiding lengthy voids. Over-ambitious pricing has its cost.

But when it comes to viewing, it is important to understand what else is available and how your property compares. Comments like “They preferred another property”, “The Kitchen was smaller than others viewed” or “Better options available” are likely to become more relevant in a competitive market.

Hello Neighbour’s viewing guide

With that background from over 10,000 viewings, here is a guide on how you might handle viewings.

How to prepare for a viewing?

Preparing properly for a viewing is one of the most overlooked ways landlords can reduce void periods and attract stronger tenants. A well-prepared viewing doesn’t just make the property look good, it builds trust, ensures answers to questions are accurate and immediate, and it helps applicants imagine living there.

When someone comes to view a property, they’re not just looking at walls and floors you want them to imagine their daily life there. Small details can make a difference to how a home feels during short viewing slots.

Is it worth cleaning the property before a viewing?

First impressions matter. Even strong properties can feel less appealing if the basics aren’t right. Focus on the areas viewers notice most:

• Kitchen worktops and appliances
• Bathroom sinks, mirrors and tiles
• Floors and carpets
• Windows and natural light
• Bins and any lingering smells

You don’t need a show home, but the property should feel well looked after and hygienic.

Airing the property for 10–15 minutes before a viewing can help make the home feel fresher.

Should I worry about small things that need fixing?

Viewers often judge a home based on the small details. Minor issues can create the impression that the property isn’t well maintained. Before a viewing, check:

• Light bulbs working
• Door handles secure
• Dripping taps fixed
• Marks on walls touched up if easy to do
• Heating switched on in colder months

These quick fixes increase confidence in the landlord and the property.

Should I bake bread?

No, that might be going a bit too far, but do let the light in. Lighting dramatically changes how a home feels. Opening curtains and blinds or tuning on lamps or overhead lighting if needed, makes a property feel larger, cleaner, and more welcoming.

Does the local neighbourhood matter?

People don’t just choose a property — they choose a neighbourhood. Good landlords highlight the lifestyle benefits nearby:

• Parks and green spaces
• Schools and nurseries
• Cafés, restaurants and local shops
• Gyms and fitness studios
• Cinemas and entertainment
• Commute times and transport links
• Parking rules

Helping viewers picture life in the area often turns interest into applications. It is clear from our own tenant demand analysis that in era where working from home is more common, amenities are much more important than they were.

What do I wear?

You don’t need formal business attire, but appearance matters. Clean and tidy clothing adds to signals that you as a landlord care and that the property will be well managed throughout the tenancy.

How should I do a viewing?

A viewing isn’t just about opening the door and walking around. It’s your chance to help someone picture living in the home, answer questions confidently, and create trust that you’ll be a good landlord.

The best viewings are structured, neighbourly, and efficient.

What should I do before the viewing starts?

Try to arrive 10–15 minutes before the viewing to get everything ready.

Open curtains and blinds, turn on lights if needed and open a window for fresh air. Make sure the property feels warm and welcoming and check nothing looks out of place.

The property should feel bright and inviting when the viewer walks in.

How should I start a viewing?

When the viewer arrives, start with introducing yourself. Confirm their name and thank them for coming and explain roughly how long the viewing will take. You are setting a comfortable and professional tone.

“Hi, I’m Richard.Thanks for coming today. I’ll show you around the property and then we can answer any questions at the end. It should take about 10 minutes.”

Once you have given a quick introduction and time expectations, follow a structured walk-through, invite questions and explain next steps clearly.

Should I show them around or let them wander?

We suggest guiding the viewing to maintain the overall professional but neighbourly approach. Good viewing has a clear flow. It is best to avoid applicants wandering aimlessly around the property.

Choose your own route that works for the property and try and start and finish with impact. A typical route might be:

• Entrance / hallway
• Living room
• Kitchen
• Bedrooms
• Bathroom
• Storage areas
• Garden or outdoor space (if applicable)

While walking through, highlight useful features such as:

• Storage space
• Natural light
• Heating systems
• Appliances included
• Outdoor space

Keep explanations short and natural. You are not trying to sell. You are trying to find the right tenant and that is best achieved with clear accurate information.

Once you have completed the tour and answered questions, try and give applicants a final moment to look around. They might want to remind themselves of key features, check storage space, measure spaces mentally or discuss the property with the person they came with. Stay nearby but avoid hovering too closely.

What questions do I need to be ready for?

Many viewers are trying to answer practical questions quickly. Prospective tenants often ask about:

• Council tax band
• Heating type and typical bills
• Broadband availability
• Parking arrangements
• Nearby Schools
• Local transport links
• Local amenities (shops, parks, gyms, cafés)

Having this information ready shows professionalism and builds confidence quickly. A simple one-page “property info sheet” is often a good idea.

A short comment can also help applicants imagine living there day-to-day.

“There’s a large park about five minutes away and a supermarket just down the road.”

Once the tour is complete, make sure they have the opportunity to ask questions. It may help you gauge their interest, decide on wether you want them as a tenant but above all it is another chance to ensure they know as much as possible about the property.

“Is there anything you’d like to ask about the property or the area?”

Common questions at this stage include; move-in date and furnishings.

How should I finish the viewing?

Before they leave, explain what happens next with a clear focus on what they need to do.

“If you’re interested and would like to make an offer, you can do so through the Hello Neighbour Platform. You will have an email from Hello Neighbour inviting you to make an offer which you can click on. The account manager for the property will then be in touch over the next day.”

This avoids confusion and encourages serious applicants to act quickly.

Should I gather feedback after the viewing?

Many landlords miss a valuable step, understanding why someone did or didn’t proceed. This is best collected at the end of the tour and can easily follow any questions the applicants have.

Collect structured feedback to ensure comparability. Feedback can include likelihood to apply (0-10), any concerns or issues, what they liked, how it compares with any other properties they have seen and if the rent level is acceptable.

At Hello Neighbour, viewings are hosted professionally and structured feedback is collected afterwards from both the applicant and the viewing agent so landlords can quickly understand what is working and what could be improved.

What else can I use a viewing for?

Keep in your mind that hopefully you will have several offers and so you will have to choose the applicant that best fits your criteria. We see thorough referencing as essential, [link to referencing blog] but your impressions also count. This isn’t your chance to put applicants through the third degree, but it is your chance to get to know them better.

Likewise, we know letting fraud is increasing so if something doesn’t sound right then check it out afterwards. Hello Neighbour can help you think about how best to do that. [Fraud blog].

Getting it Right

A successful viewing isn’t about “selling harder”. It’s about preparation, organisation and clear information.

When landlords get those basics right, properties tend to let faster and with fewer surprises along the way.

DON’T:

• Don’t treat the tenant like an obstacle and ignore their privacy and boundaries
• Don’t overschedule viewings across multiple days
• Don’t wing it on key information (bills, council tax, heating, parking)
• Don’t rely on high demand to compensate for poor presentation

DO:
• Offer structured viewing windows
• Present the home well (clean, light, small repairs done)
• Bring local area information
• Run viewings professionally and clearly
• Collect structured feedback

While there is industry commentary about lower tenant demand with void periods and the resulting cost of empty properties becoming more prevalent, it is easy to panic and slip into sales mode.

DONT

Good viewings are not about pressure. They are about preparation, professionalism and respect.

If you have any further questions, please get in touch.