Photo by Snug Properties
Hiring a VA can take a huge amount of pressure out of an HMO business, but the relationship does not always start on the right footing.
Sometimes the investor has never worked with a VA before and does not know how to onboard, delegate or set realistic expectations. Sometimes they are influenced by stories of other successful VAs without understanding the experience, systems and support behind that success. In other cases, the VA has been placed by a low-cost provider focused more on filling the role with little support once they are in it.
These are some of the most common mistakes we have seen property investors make, and most are entirely avoidable.
1. Paying bargain rates, expecting property expertise
Hiring a low-cost generalist and expecting them to be low-touch and perform like an experienced UK property professional is unrealistic. The experience you recruit, the training you provide and the results you expect need to align.
2. Expecting them to understand everything from day one
Even an experienced property VA needs time to learn your portfolio, systems, tenants, contractors and way of working. You would not judge a direct hire on their second day, so give your VA the same reasonable ramp-up period to learn the role, ask questions and build confidence.
3. Skipping the onboarding
A login and a task list are not an onboarding plan. Your VA needs context, priorities, processes, communication structure and a clear understanding of what they are responsible for.
4. Drip-feeding access
You ask them to manage the business, but they are still waiting for access to the inbox, property software, key files or contractor info. Then you become frustrated because nothing is moving quickly enough.
5. Giving vague instructions
“Deal with this” or “sort the maintenance” leaves too much open to interpretation. Explain the ideal outcome, the priority, the deadline and when you want them to involve you.
6. Overloading them, then expecting instant mastery
Three hours of instructions, six systems and twenty processes will not be absorbed immediately. Introduce work in stages and allow your VA to learn by doing, and provide constructive feedback on their work.
7. Expecting immediate replies from a part-time VA
Paying for a few hours each week does not create 24-hour availability. Agree working hours, response times and what genuinely counts as urgent.
8. Delegating the task, then doing it yourself
You ask your VA to manage property portal enquiries, then reply yourself when a message is not answered immediately. This creates duplication, confusion and teaches the VA that you do not really trust them to own the task.
9. Expecting one VA to be brilliant at everything
A strong lettings coordinator may not also be a designer, bookkeeper, contract specialist and salesperson to close tenant leads. Recruit for the work that matters most, rather than searching for one person who can supposedly do everything.
10. Keeping your VA at arm’s length
Your VA may work remotely, but they are still part of your team. Just as you would build rapport, trust and a strong working relationship with an in-house employee, your VA needs regular check-ins, timely answers, feedback and appropriate contact with the wider team. You do not need to micromanage them, but you do need to make sure they feel informed, included and connected to the business.
Last but not least
A successful client/VA relationship does not require constant management. It requires clear expectations, proper access, regular communication and enough trust to let the person do the work they were hired to do.
At Beam, we do not simply introduce a VA and leave both sides to work it out. Before the VA starts, we help you define the initial priorities, communication rhythm, decision-making boundaries, access requirements and what good work should look like during the first month.
Your VA is also supported by our Success Manager. She checks in with them regularly during the early stages of the placement, helps them understand expectations, works through any challenges and makes sure any concerns are raised before they become bigger problems.
We then review progress with the client after the first few working days, at the end of the first week, the end of the first month, and regularly thereafter. This support on both sides helps resolve misunderstandings early, refine priorities and give the client and VA the strongest possible foundation for a productive, long-term working relationship.
If you would like to explore how a specialist property VA could support your HMO business, book a call with Beam here. We will help you identify the right areas to delegate, match you with a suitable VA and support both sides through the crucial first three months – and beyond!
About the Author:
Jane Scroggs and Taran Hughes are the founders of Beam Virtual Property Support, in partnership with The HMO Roadmap. Their team of virtual assistants handles all aspects of lettings, compliance, credit control and property maintenance, always focused on streamlining your operations. Learn more about Taran and Jane here.