What does Enquiry Manager do?

Enquiry Manager helps you:
  • Sort incoming enquiries using enhanced lead information.
  • Identify suitable applicants more quickly.
  • Reduce wasted viewings with applicants who do not meet requirements.
  • Strengthen confidence with landlords by focusing on eligible applicants.
  • Reduce the risk of failed references using free soft credit checks.



Accessing Enquiry Manager

To access Enquiry Manager, you need an individual Rightmove Plus login linked to your branch account.

Your branch administrator can grant access through User Management by enabling Enquiry Manager permissions for your profile.
For help with user access, see:

Product not active on your branch

If you see a message advising that the product is not active on your branch, please contact your Account Manager to discuss purchasing Enquiry Manager.
You can also find further information on the:

Key icons in Enquiry Manager

  • Notes icon – Add notes against an applicant.
  • Star icon – Shortlist applicants.
  • Archive icon – Archive applicants. Archived applicants are removed after one month.

How soft credit checks work

Soft credit checks:
  • Check for County Court Judgements (CCJs), bankruptcies, Individual Voluntary Arrangements (IVAs) and Debt Relief Orders (DROs).
  • Do not affect an applicant's credit score.
  • Require the applicant to provide a current UK address in a format accepted by Equifax.
  • Cannot be completed if the applicant manually enters or edits their address after selecting it from the address finder.
  • Will show Not Applicable if the required address format is unavailable.
  • Will show Not Consented if the applicant chooses not to consent.
  • Will show Expired Consent if more than 30 days have passed since the original enquiry.

Pre-set questions

Enquiry Manager uses nine pre-set qualification questions to help identify suitable applicants.

Applicants can also include a message of up to 700 characters when requesting property details.
The questions and responses are standardised and cannot be customised, edited or replaced with your own templates.

Pre-set responses

When responding to an applicant, you can choose from four pre-set response templates.
Custom response templates cannot be added to Enquiry Manager.

Adding applicants

Applicants cannot be added manually.

To appear in Enquiry Manager, the applicant must complete the enquiry process through Rightmove and submit the required qualification information.
Telephone enquiries do not appear in Enquiry Manager.

Viewings in Enquiry Manager

Enquiry Manager allows you to confirm viewings from Rightmove Plus once you have agreed a viewing with the applicant.

When scheduling a viewing, you can select:
  • Viewing date
  • Viewing time
  • Viewing duration
Viewing confirmations are sent using the contact details supplied by the applicant.

Key details

  1. Viewings are available automatically as part of Enquiry Manager.
  2. Viewings appear within your enquiry records.
  3. Applicants can cancel viewings and new viewing invitations can be sent if required.
  4. SMS confirmations are sent when a mobile number has been provided.
  5. Reminder notifications are sent before the viewing appointment.

Multi-Applicant Leads

What is a Multi-Applicant Lead?

Multi-Applicant Leads allow renters moving together to provide household information as part of a single rental enquiry.


Why have I received an email with additional applicant information?

A household member has joined an existing enquiry after it was originally submitted. Their details are provided in a follow-up email linked to the same enquiry.


Why can't I see the additional applicants in Enquiry Manager?

Additional household member information is currently provided by email and is not displayed within Enquiry Manager.


Does this mean I've received multiple leads?

No.

The household is treated as a single rental opportunity. Additional emails provide extra household member information relating to the same enquiry.


The link allows you to review the original enquiry alongside the information submitted by additional household members.


Can multiple people join the same household?

Yes.

The household owner can invite multiple people to join the household and contribute their information.


Is Multi-Applicant Leads available to all Enquiry Manager customers?

Yes.

Multi-Applicant Leads are available to all customers with Enquiry Manager.

Why is the Generate Offer button greyed out?

The Generate Offer button may be unavailable because:

  • You do not have the required Tenancy Manager permissions.
  • An offer has already been generated and a draft tenancy already exists for that applicant.

What is the Order Reference button?

If your branch uses Rightmove Referencing, you can order a reference directly from Enquiry Manager.

The request is sent to the Referencing team, who will carry out the applicant referencing process.

If you experience an error

Please check the following:


Unable to access Enquiry Manager

  • Confirm you have a Rightmove Plus login.
  • Check with your branch administrator that Enquiry Manager access has been enabled.

Soft credit check unavailable

  • Check whether the applicant consented to a credit check.
  • Check whether consent has expired after 30 days.
  • Check whether the applicant selected an address from the address finder.

Generate Offer button unavailable

  • Confirm you have Tenancy Manager permissions.
  • Check whether a draft tenancy has already been created.

If the issue continues, contact Customer Support and provide:

  • Branch name
  • Property address
  • Applicant name
  • Date and time of the issue
  • Any error message displayed