The property industry often conjures images of elegant homes, bustling property viewings, and successful deals. However, as recent news stories remind us, the safety of estate and letting agents must be a paramount concern. Letting and estate agents often work alone, meeting strangers in unfamiliar and empty properties, and while it’s impossible to eliminate all risks, understanding and preparing for potential dangers can significantly enhance safety.
This article looks at the risks and how to stay safe whilewhile still delivering exceptional service to clients.
Working alone or in isolated environments does not always mean a higher risk of violence, but it does make workers more vulnerable due to the lack of nearby support from a colleague. The Health and Safety Executive (HSE) defines violence as 'any incident in which a person is abused, threatened or assaulted in circumstances relating to their work' – this includes verbal threats.
Abuse and violence can lead to a high level of stress which may have serious and long-term effects on workers' physical and mental health. This in turn can impact staff turnover, productivity, and the company’s reputation.
The tragedy of Suzy Lamplugh's disappearance in 1986 remains etched in the memories of many in the industry. Suzy, a 25-year-old estate agent, vanished after going to meet a client named "Mr. Kipper." Despite exhaustive searches and investigations, Suzy was never found and was declared dead, presumed murdered, in 1994.
This case serves as a stark reminder of the risks involved and underscores the need for stringent safety protocols. It also led to increased awareness and the establishment of the Suzy Lamplugh Trust, dedicated to personal safety.
Employers are legally required to ensure the safety of their staff under the Health & Safety at Work etc. Act and related regulations. This includes managing health and safety risks, providing training, maintaining communication, and preventing work-related violence.
Always trust your instincts – your safety comes first!
It’s not just people that agents need to be wary of! Whether it is an applicant who turns up with their dog, or you are visiting a property with pets, the risk to your safety can come from animals too.
Unless it is an Assistance Dog, when attending a viewing, advise the applicant that their dog must stay outside.
When visiting a tenant with a dog ask them to secure their dog before the appointment to avoid aggressive encounters, even if they state their dog is not aggressive.
If you attend a property or an appointment where there is an animal that becomes aggressive or ‘overly enthusiastic’ and the owner can’t control them, then you should walk away and treat it like any other potentially harmful situation.
The Suzy Lamplugh Trust offers resources to help choose the right personal safety devices. Click here to learn more
The Health and Safety Executive (HSE) provides guidance for employers of ‘lone workers’ here
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