Scaling Quality: Richard Baker on Lettings Excellence at Durden & Hunt

In this episode of Rethinking Rentals, Gurman Bains sits down with Richard Baker, Head of Lettings at Durden & Hunt, to explore how the business is building a standout lettings operation from the ground up—fuelled by local knowledge, strong culture, and a willingness to embrace change.

Richard reflects on his career journey—from starting out as a lettings administrator to leading a multi-branch lettings division—and shares practical insights on what it takes to scale a successful agency in today’s market.

Hiring Ambassadors, Not Just Staff

Richard explains how Durden & Hunt’s team is made up of hyper-local agents embedded in their communities—trusted faces who act as ambassadors for the brand, not just employees.

Culture-Driven Growth

With offices opening at pace, Richard shares how maintaining high standards and a consistent culture is critical to sustainable growth—and why values matter just as much as skills when it comes to hiring.

Why Good Service Still Wins

From day-one referencing changes to choosing the right contractors, Richard outlines how putting people first—tenants, landlords, and the internal team—has underpinned their rapid growth.

Technology & Partnerships

Richard discusses how switching to better referencing tech transformed their applicant journey and reduced fall-throughs. He shares how being open to change (even when uncomfortable) creates tangible results for the business and clients alike.

The Renters Reform Bill: An Optimistic Outlook

While much of the industry is worried about upcoming regulation, Richard offers a refreshing take—emphasising that the reforms will reward professional landlords and agents who already do things the right way.