According to the Consumer Policy Research Centre’s (CPRC) “Renting in Reality” 2025 report, 83 per cent of renters who dealt directly with their landlord reported a positive relationship, compared to just 66 per cent of those who dealt through an agent. Renters who spoke directly with their landlord described the relationship as “relaxed, respectful and flexible to their needs”, while those working through agents said it felt “more procedural and less personal.”

That difference matters. When communication isn’t filtered through layers of process, both sides have a better experience. Tenants get clarity and responsiveness, and landlords get fewer disputes, faster resolutions and longer-lasting tenancies. Direct relationships are also more adaptable and it’s easier to have a quick chat, agree on small changes, or resolve a misunderstanding before it becomes a problem.

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The traditional real-estate model is under real strain. The Macquarie 2023 Real Estate Industry Benchmarking Report found that staff turnover across the industry averaged 25 per cent, rising to a huge 35 per cent in property management roles. That means more than one in three property managers left their role in a single year. With that churn comes lost continuity, inconsistent communication and service gaps that directly affect both landlords and tenants.

When the person managing your property changes every few months, knowledge disappears, relationships reset, and the quality of the experience inevitably drops. It’s a major reason many landlords are asking whether the traditional management model still delivers value, especially when technology now makes self-management simple, compliant and secure.

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At RentBetter, we’ve seen thousands of landlords make the switch to self-management. Not just to save on fees, in fact often it has nothing to do with saving money. The main reason is to take back control of their investment and the relationship with their tenant. When you self-manage, you speak directly with your tenants, make decisions faster, and stay close to what’s happening with your property. You remove the layers of middle-management and keep the human connection at the heart of the process.

Modern tools like RentBetter handle the admin from advertising and applications to rent payments, condition reports and compliance. That way, landlords can focus on communication, not paperwork. The result is a professional, streamlined process that feels personal and respectful. It’s exactly what the CPRC research says renters value most.

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Not at all. The CPRC summed it up perfectly: “Agents can create barriers to good rental experiences.” The goal isn’t to remove professionalism, it is to combine professionalism with empathy. A good landlord today acts a lot like a small-business owner with loyal customers: you provide a service, set clear expectations, and look after the people who rely on you. Treating tenants like valued customers pays off in stability, trust and fewer vacancies.

As the rental market evolves, the landlords who will thrive are those who use technology to stay compliant and efficient, while nurturing direct, respectful relationships that make tenants want to stay.

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