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Personal
safety for Letting Agent and Estate Agents
People
within the industry and outside will know the stories of Suzy
Lamplugh and Stephanie Slater two Estate Agents in the UK
who showed the "wrong applicant around" a property
Suzy
Lamplugh
In 1986 estate agent Suzy Lamplugh, a 25 year old estate agent
disappeared after she went to meet an unknown client. So far
her body has not been found. However, she has been presumed
murdered and legally declared dead. Her parents, Paul and
Diana Lamplugh, believed that Suzy, like most people at that
time - and even now - was simply unaware of the possible dangers
that individuals can face in society.
Paul and Diana founded the Trust to highlight the risks people
face and to offer advice, action and support to minimise those
risks. I was privilidged to hear her mother Diana Speak at
a meeting of ARLA The Association of Residential Letting Agents
at Pall Mall. London.It was a very moving talk and memorable.
More
Information
Stephanie
Slater On 22nd January 1992 whilst
working as an estate agent in the Great Barr area of Birmingham,
UK Stephanie Slater was showing a 'prospective buyer' around
a house in Turnberry Road. Unknown to her, this simple part
of her day to day work would now horrifically change the rest
of her life forever. Her 'client', it transpired, wasn't interested
in buying the property at all; he was a murderer, kidnapper
and extortionist who held her for 8 days in a coffin sealed
inside a wheelie bin whilst he negotiated a ransom of £175,000
from her employers. She survived to tell her story More
Information
After
being in the business for over 25 years I know that people
cut corners. They need the let or sale. They might be on commission
or have targets to meet and it is all to easy to immediately
go off with an applicant who has just walked into your office.It
does not matter whether you are Female or Male....the
same rules must apply.
Listed
below are some basic ground rules
-
Arranging
an appointment for an applicant to view a property -
(Either accompanied viewing by agency staff or by the
property owner or tenant) - Record the applicants name
and address in a proper viewing record book. Take
his/her contact telephone number (usually these days they
will offer a mobile, but try and get a home number and
work number as well). If the applicant refuses to give
an address, politely explain that this is your agency's
security policy and they will probably find the same situation
at other agents. You are not allowed to set up an appointment
without that information.
-
You
should call the applicant back to confirm the appointment.
-
Although
some agents will offer to take an applicant to the property,
this can be unwise. If the situation is diplomatically
put - Your car is not covered by insurance for this is
usually a good reason. If the applicant has come into
your office, say you will go in separate cars. Take a
note of the applicant's car registration number. Consider
always locking your car doors when you are driving. People
have often had handbags snatched at traffic lights for
example.
-
If
it is a member of your agency's staff that is meeting
an applicant (and the applicant's telephone number) always
write details in the office diary or if you run your own
independent office diary (either in a physical diary book
or on computer). Although details will have been recorded
in a proper viewing record book they must be recorded
in diary so that other members of staff are aware of the
appointment.
-
Tell
another colleague where you are going. If you don't return,
they can at least inform the right people.
-
Think
very carefully before giving out your personal mobile
phone number or your home phone number.
-
If
you are showing more than one applicant a property, every
applicant's details must be recorded together with the
time of the appointment.
-
If
you are showing the same applicant more than one property
all those details must be recorded in proper viewing record
book and diary.
-
At
the property - Put yourself in an alert frame
of mind and if you have a personal alarm (a wise
investment that does not cost a lot) keep it at hand in
a pocket. Always let the applicant go into each room first
ahead of you and where possible keep yourself between
the door and the applicant (this applies at the entrance
door to the property as well). Always keep your line
of escape open. If you feel the applicant's behaviour
appears suspicious leave the property immediately, telephone
your office and if necessary the police. If you are delayed
(traffic problems - applicant turning up late etc) phone
into your office. Always keep car keys to hand so you
can make a fast escape.
-
Because
of the business you are in often involves "out of
hours" appointments, it could be that there will
be no one at the office. In that case try and let a colleague
know the appointment is over (practically everyone now
has a mobile phone) and if you can't do that let a friend,
relative, partner know. Take extra care when there is
no daylight and if the lighting does not work at a property
do not attempt to show anyone around. Explain to
the applicant if he/she says they have a torch that it
is breaking Health and Safety regulations.
-
Arranging
a sales or rental valuation - Ensure that all
details have been recorded. You should check to see if
the Owner (Vendor - Landlord) actually lives at the property.
Details should be recorded in a diary. You should then
follow the same guidelines as in section above.
The
property world is very competitive these days, a lot more
than in the 1980's and 1990's, however those working in it
must always be vigilant on their account and others they working
with or working for be it an employer or client.
Philip
Suter ©jmlpropertyservices010/06
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