Lettings CRM: What UK Letting Agents Need in 2026

01 · Definition

What is a lettings CRM?

Five record types, linked together.
Click through each one.

CRM stands for customer relationship management, but in lettings the “customers” come in two very different kinds: landlords who instruct you and applicants who want to rent.

A lettings CRM links both to the property and, once a tenancy starts, to every document, payment and conversation that follows.

It is the core of your wider letting agent software stack, and the place every other tool should write back to.

Who wants to rent

Contact details, requirements, move date, viewing history and notes from every call.

Matching sends new listings to the right applicants automatically.

Requirements and move-in date
Viewings booked and attended
Consent for marketing

02 · Not the same job

Lettings CRM vs estate agent CRM

A sales CRM is built around valuations, buyers, offers and chains.
A lettings CRM carries far more applicants per property and a relationship that runs for years after the deal.

Rightmove says lettings demand is rebalancing to about 10 enquiries per rental home, still above the 6 to 7 it saw before Covid.

Most UK platforms do both, but test the lettings side separately.
The sales side is covered in our estate agent CRM guide.

Rentals

Lettings CRM

Sales

Estate agent CRM

Enquiries per property

Many, fast-moving

Fewer, slower

Relationship after the deal

Years: rent, repairs, reviews

Ends at completion

Money held for clients

Rent and deposits

Rarely

Compliance records per property

✓

Fewer

Rules on how the price is set

Fixed advertised rent, no bidding

Offers invited

Out-of-hours calls that matter

Applicants and urgent repairs

Vendors and buyers

Swipe to compare

03 · Where the line sits

CRM, property management, or both?

Pick a system to see what it typically covers; pick a second to compare.

People search for “CRM property management” because the line is genuinely blurry.

Roughly: the CRM wins and lets the property; property management software runs it after move-in.

Many CRMs now include property management modules, and specialist platforms add CRM features.
Our property management software guide covers the post-move-in side.

Profile

Compare with

Applicant matching

Viewings diary

Portal feeds

Tenancy records

Rent and client money

Maintenance jobs

Compliance certificates

Landlord statements

Lettings CRM

Editorial view of typical coverage, not a vendor benchmark. Individual products vary.

04 · Applicant to tenant

The lettings lifecycle your CRM must track

Every stage below writes something to the CRM.
Miss a stage and you miss the evidence that it happened lawfully.

The Renters’ Rights Act 2025 changed four of these stages on 1 May 2026.

01

Enquiry

Applicant registers interest

Requirements and move date logged. No screening out for children or benefits.

02

Viewing

Booked into the live diary

Confirmed by text, with a record of who attended.

03

Offer

At the advertised rent only

No offers above it invited or accepted, and no talk of rival bids.

04

Tenancy

Periodic from day one

Statement of terms given; no more than one month’s rent in advance, and none before signing.

05

Year two

Rent review by Form 4A

At most once a year, with at least two months’ notice.

05 · Test your CRM

Is your lettings CRM Renters’ Rights Act ready?

Tick what your CRM already records.
Nothing is stored.

The Act did not come with a software specification, but GOV.UK guidance makes clear what agents must be able to show.

Letting agents can be fined personally, and councils now have powers to demand documents.

The detail on each rule is in our Renters’ Rights Act guide for letting agents.

Ticked0/8

Tick whatever is true of your agency today.

06 · Records that write themselves

From scribbled notes to a clean record

An illustrative evening call, turned into a CRM entry.

Most CRM data is only as good as the note a busy negotiator typed at 18:55.

An AI assistant asks the same questions every time and writes a structured summary, so the record is complete even when the office is closed.

Negotiator's notes

rang re 2 bed flat station rd wants to view sat am moving next month-ish has a small dog call back??

CRM applicant record

▍

Illustrative example. Fields are mapped to your CRM’s own record types.

07 · How it flows

How a call becomes a CRM record

Lettings Quest is designed to read from your lettings CRM and write back to it: the caller is matched, the viewing booked and the summary filed.

Nothing replaces the CRM.
It simply stops the CRM depending on someone being free to type.

See the full lettings picture in AI for letting agents UK.

01CallApplicant, landlord or tenant rings
02MatchCaller and property found in the CRM
03ConverseQuestions asked, answers captured
04ActViewing booked or repair logged
05WriteSummary filed to the right record

Designed to work with Reapit, Alto, Street, Jupix and Expert Agent via their APIs; confirmed per account.

08 · One call, end to end

When the applicant wants to offer more

An illustrative call after a Saturday viewing.
The property and the caller are examples.

Under section 56 of the Renters’ Rights Act, an agent must not invite, encourage or accept an offer above the advertised rent.

An assistant that never improvises on price, and logs what it said, is a compliance asset as well as a time saver.

The same rules shape the first enquiry, covered in how to automate tenant enquiries.

Inbound call · applicant after viewingSat 17:20 · Lettings line0:00

Illustrative transcript, not a recording of a customer call.

09 · The UK market

Letting agent CRM systems UK agencies use

These are well-known UK lettings CRMs and adjacent platforms, listed alphabetically.
Inclusion is not an endorsement.

Several are adding AI of their own: Reapit’s RAI, Alto Intelligence and Street’s Cortex and AI Call Handler all launched or expanded in 2026.

Alto ↗Sales and lettings CRM with Alto Intelligence, including Lead Flow for enquiries.

Arthur Online ↗Property management platform used by letting agents and landlords.

Dezrez ↗Estate and letting agency CRM.

Expert Agent ↗Sales and lettings CRM for independent agencies.

Jupix ↗Sales and lettings CRM with property management features.

Reapit ↗Sales, lettings and property management platform, with its RAI assistant.

Street.co.uk ↗Cloud CRM for sales and lettings, with Cortex and an AI Call Handler.

Veco ↗CRM and property management software for sales and lettings.

Descriptions from each vendor’s public materials. Check current features directly with the vendor.

10 · Choosing well

How to choose the right lettings CRM

Demos show what software can do; your shortlist should be judged on what your lettings team does every day.

Bring a real tenancy, a real rent review and a real repair to every demo, and ask to see them handled live.

01

01 / The Act

Periodic tenancies and Form 4A, shown live

If the vendor is still “working on it”, ask for the date in writing.

02

02 / Both sides

Landlord records as strong as applicant records

A good landlord CRM is how you keep instructions, not just win them.

03

03 / Open

A documented API

Referencing, maintenance and AI tools all need to read and write.

04

04 / Migration

Who moves your data, and who checks it?

Deposit references and certificate dates must survive the move intact.

05

05 / Exit

Full export, including history

Your tenancy and activity history is your evidence. Make sure it’s yours.

11 · Decide

Keep your CRM, or change it?

Three questions.
Most agencies don’t need to switch.

Switching a lettings CRM is a months-long project with real risk to client money and compliance dates.

If your CRM handles the Act and has an API, the faster win is usually adding what it lacks.

Question 1 of 3

Does your CRM handle periodic tenancies and Form 4A?

FAQ · lettings CRM

Questions, answered

The things agents ask us first, in plain English.

A lettings CRM is the system a letting agency uses to manage landlords, applicants, properties, viewings and tenancies in one place, with feeds to the property portals and a shared diary.
Well-known UK examples include Reapit, Alto, Street, Jupix, Veco and Expert Agent.

In property management, a CRM holds the relationships: landlords, tenants and applicants, and every conversation with them.
Property management software runs the tenancy itself: rent, repairs, compliance and landlord statements.
Many platforms now do some of both.

A letting agent CRM handles many applicants per property, long-running tenancies, client money and compliance records.
An estate agent CRM is built around valuations, buyers, offers and chains that end at completion.
Most UK platforms cover both, but the lettings side should be tested on its own.

Yes.
Since 1 May 2026 tenancies are periodic with no end date, rent increases must follow the Form 4A process at most once a year, rents must be advertised as a fixed figure, and rent in advance is capped.
From 15 December 2026 your CRM should also hold rental property register identifiers.

No.
Lettings Quest is an AI voice assistant that sits on top of your CRM.
It answers calls, qualifies applicants and landlords, books viewings and logs repairs, then writes a summary back to the CRM so nobody retypes it.

Lettings Quest is designed to work with the main UK CRMs, including Reapit, Alto, Street, Jupix and Expert Agent, plus Google and Outlook diaries.
What is possible depends on your CRM account and its API, which we confirm on a demo call.

Test each shortlisted CRM on your own work: a periodic tenancy, a Form 4A rent review, a repair and a landlord statement.
Then check the API, the migration plan and the exit terms.
Choose the one your lettings team can run every day, not the one with the longest feature list.

Yes.
Some property management platforms are sold to landlords directly, and most agency CRMs include landlord records and portals.
For agencies, a strong landlord CRM matters as much as applicant handling, because landlords are the clients who pay the fees.

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