Successfully letting and managing her portfolio in Knightsbridge for more than 20 years, Trey is a dream client for our Sloane Square team. Hands on, proactive and in control, we ask Trey what her secret is to a happy tenancy and Landlord-Tenant relationship.

What's the secret to a happy tenancy?

Mutual respect and honesty. The landlord fulfilling all their maintenance obligations in a timely manner and the tenant paying on time! My wish is that they always treat my property as if it were their own home.

What do you do when a new tenant moves in?

Welcome them with a welcome gift or a bottle of wine and a card. I like to treat my tenants as I myself would like to be treated, with care and respect. I think it important to personally take them through the details of the property, such as how the heating works and on what day the rubbish's is collected. If new to the area, I like to suggest a few places they may want to visit or try out. It's important to have open communication between tenant and landlord and to try and set the right tone from the start, to ensure an easy ongoing relationship based on mutual respect.

Do you have a system for managing your properties yourself?

I manage my Knightsbridge properties myself, with full confidence that Draker can step in in my stead should I be abroad, but I use local management agents to help manage my country houses. My properties are well maintained year round to avoid inconvenience and unnecessary problems. In addition to a maintenance schedule, I endeavour to be available and responsive to help my tenants.

What is the best way to communicate with a tenant?

I prefer to communicate in writing, or at least to confirm conversations in writing. Not only does this avoid any misunderstandings but it keeps a thread of the conversation for both parties, including actions and timelines and it is often easier for many of my busy overseas tenants. It does not have to be formal, in fact most of my tenants like us to use WhatsApp when keeping in touch.

Do you contact your tenants before they move in to one of your properties?

Although I like to meet my tenants right at the start of their tenancy, I leave largely the selection and signing up of the tenant in the capable hands of Draker. This is where the value of an excellent letting agent comes into it's own and why I have chosen Draker to handle my business. Draker have the instincts and the experience to source the right tenants for me and never fail to keep me updated on the process or advise me of anything they think I would want to know. Having trust in Draker and their selection is key to me enjoying the role of the landlord stress free.

What is your top tip for dealing with a tenant when something goes wrong ?

When in doubt, I call for the professionals - Draker. Draker are a mine of information and experience. They have had every experience under the sun... seen it all before... twice! I am also a member of the National Landlords Association (www.nla.org.uk) who can provide a legal advisory service. However, I have never needed to go further than Draker to resolve any issues.

What do you think one of the most common mistakes a less experienced landlord makes when dealing with a new tenant?

Trying to do too much themselves without the assistance of a reputable letting agency. For Example, do not do the check-in yourself, leave it to your agent. If there is a disagreement at the end of a tenancy it is at arm's length and therefore often easier to resolve in a satisfactory manner. Keep your relationship with your tenants on a purely professional basis.

What do you do if you meet a tenant and realise that you really don't like them?

Most tenants are fantastic, but as mentioned above, I am not here looking for new friends. I am looking for a professional landlord /tenant relationship based on mutual respect. After all, it takes all sorts and life would be boring if were all the same. If however it becomes clear that the relationship is not going to work going forward, this is again where I turn to the expertise and experience of Draker for help.

What is the funniest thing that has ever happened with one of your tenancies?

There are to many to mention, realising that one of my tenants was a "true professional in one of the oldest vocations" was one that comes to mind and another that moved two dogs in with her. I am a dog lover myself but did she really think I wouldn't find out? I live in the same building!

What are your top 3 tips to leave our clients with when managing tenant/landlord relationships?

1. Keep on top of your maintenance

2. Don't make friends

3. Be responsive and have mutual respect.