For the property industry, COVID-19 has brought about a host of unprecedented challenges; changes that will be felt by all stakeholders.
We at SearchSmartly believe that what will emerge is an industry that is more technically-savvy, customer-centric and thoughtful in its approach to the wellbeing and living of society. The depth of these changes is likely to be strongly affected by how long this crisis, and its associated economic impacts, truly lasts. This will be led by changes around repayments and new ways of doing business driven by entrepreneurial, energetic estate agents who aim to out-perform the status quo of a pre-crisis industry.
Empathetic approaches to repayment
From the onset, unemployed and furloughed staff will likely be disrupted with rent and mortgage payment issues. With an estimated 9 million people affected, this strain will ultimately force landlords and agents to adopt more flexible means of re-payment. The government’s introduction of payment holidays will likely lay the foundations to this. Supported further by the protection of consumer credit scores – which can strongly impact an individual’s financial wellbeing – we believe this will encourage banks and mortgage providers to adopt a more thoughtful, inclusive approach to consumer protection. In doing so, more flexible payment agreements could become commonplace in the future.
New technology to enable new business
With the inability to provide physical property viewings, agents have quickly had to adapt to providing video viewings to customers. Although not an entirely new concept, video viewings will likely become more of a norm within the property industry as social distancing enforcements and temporary restrictions on movement adds to its adoption. This could very well be the tipping point in which technology becomes readily adopted in increasing proportions within the industry. As consumer demands begin to shift and fragment, the best agents will adapt in the delivery of their customer service.
Remote-working becoming the norm
In a Post-COVID world, remote-working will likely become more commonplace in a professional setting. As a result, what we could begin to see in the long-term is the growth of community-first relocation. With less emphasis on a daily commute into work, consumers will make decisions about where they live based on factors that matter to them: proximity to loved ones, nearer to green spaces, access to great cycling paths etc. No longer will commuting become a leading factor in a customer’s relocation efforts.
Ultimately, the grey skies set upon us all in the industry will clear. Beyond the clouds will emerge a landscape in which the property experience for consumers will adapt to changing needs, and the estate agency world will adapt to new business realities in a post-COVID world.