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Most agents have no lone worker policies – despite fears

12 April 2010
Written by rosalind renshaw

More than half of agents do not have any lone worker policies in place, with no safety procedures in place for staff who carry out viewings or valuations on their own.

More than 1,000 UK agency firms were chosen at random to take part in research carried out in March by a company specialising in workplace safety, Yorkshire-based PPSS.

Significantly, the survey was inspired by a seller asking the firm for guidance – suggesting that the public also have concerns about people they have never met coming into their homes.

Despite all the firms that took part in the study confirming that their employees undertake lone viewings, 58% of staff said they had specific lone worker or personal safety training.

Yet agency staff also said they did not always feel safe when out on site on their own. The findings, for a 24 month period, include:


* 30% of the estate agents questioned had been the victims of verbal abuse

* Almost a quarter felt their safety was being compromised

* 53% didn’t have a lone worker policy

* 16% had been intimidated

* More than one in ten had been threatened while conducting viewings

PPSS managing director Robert Kaiser, who has advised many organisations, including NHS Trusts and Housing Associations, on how to keep their workforce safe, said: “When we set about the research project, I never thought the figures would show that more than half of estate agents don’t have safety policies in place.

“I’ll admit the results of the survey have come as quite a shock, particularly as most people will remember the disappearance of Suzy Lamplugh and the kidnap of Stephanie Slater – both estate agents.

“However, despite 100% of those surveyed saying they and their staff met clients by themselves, less than half had ever received any safety training. I find that both shocking and disappointing.

“While there is no specific law dealing with lone working, all health and safety legislation applies equally to lone workers, and in some cases is even more applicable.

“Sadly, employers often forget their responsibilities to lone workers, particularly in respect of issues such as risk assessment. It is the employer’s duty to assess risks to lone workers and take steps to avoid or control risk where necessary.”

Comments

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    Also the OFT must be happy as they want deregulation of private buyers allowing for complete access of strangers to a house. Also they have not identified under the new regulations for Estate Agents so they must be ok with things? Human dont move as a pack so common sense must prevail. Or are you saying that we must insure walking home, getting lunch ect ect

    • 13 April 2010 09:27 AM
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    Yep - brilliant. Of course H&S is essential, but not the way it operates these days where a policy has to be in place for absolutely everything. It often doesn't protect the people in question, just stops the company being sued. Too many other companies are cashing in on this. If you sign up to ucock or any other service, your staff (from any sector) are STILL at risk and this won't prevent unfortunate events happening....never. Common sense (which has been over run by H&S gone mad) will always reduce the risk of any danger. Seems to be a lack of it on here too...

    • 13 April 2010 08:57 AM
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    Keith Malony & Throw back: - Try reading the post and you will see that I am saying 'over regulated', not that H&S is not necessary at all.

    Throwback: Don't bet too much!

    • 12 April 2010 17:18 PM
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    Anyone else wish there was a counter on the comments like the daily mail,,,would like to see what others thought of some of the stupid comments on here.

    • 12 April 2010 16:36 PM
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    Your average nutter would not get past the door in most agents and to be honest there are probably easier ways for mr physco to kill someone,,you dont get prostitutes going around in two's (awkward in car!!)

    • 12 April 2010 16:30 PM
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    ray- apologies was typing on a mobile previously. however i do believe your stance a greater concern than my grammar!

    • 12 April 2010 14:57 PM
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    Ace and Ray what dinosaurs! H&S exists for a reason, the protection of workers, shame on you. Bet kids down mines is OK for you!

    • 12 April 2010 14:48 PM
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    Lone worker ? Try any form of H&S policy? Try Ombudsman Scheme or HIPs any regs!!? Agents blatantly break the Law constantly then moan about everybody else, hence the dreadful reputation of the so called “ profession!”

    • 12 April 2010 13:23 PM
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    Patricia, you're exactly right and the more attention this is given, then the more likely it is for a register to be set up (of course, with a subscription). This isn't a big deal....many other sectors are at risk every day - i.e people being followed home from their shop. A register or any companies like u-clock will not stop any unfortunate incidents. They will just tick the box to look like you have protected your staff at an unecessary cost in this H & S crazy World...too many comapnies profiting with scare tactics. Save your money and act with common sense within the office.

    • 12 April 2010 12:30 PM
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    Keith Malone: Love the grammar.

    Burf: TR is talking about survival of his business in this over regulated H&S world. Can you really blame him?
    I would like to see the statistics relating to the number of viewings compared to any problems. Common sense should prevail.

    Patricia: Common sense. Absolutely!

    • 12 April 2010 11:30 AM
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    As an inventory company we have come across many issues affecting the 'lone worker' being locked in a basement with no gate zapper to get out (2 hours), a Landlord & tenant fight, a Landlord trying to kiss me (Ugh), a contractor locking the clerk inside a property without remembering she was there(2-3 hours), being locked inside a bathroom when testing the door lock... and many more.
    It is essential that ALL lone workers leave the address, name of who they are meeting, phone numbers and the appointment time. Another office member should be responsible for ensuring that they return to the office.

    • 12 April 2010 11:25 AM
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    I feel some legislation, training course, or perhaps a register we need to sign up to, under the guise of health a safety, coming on. I've managed to do this job for over 20 years using my common sense - with no threat to my personal safety.

    • 12 April 2010 10:58 AM
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    Interestingly the one element mainly focused on whenever this subject comes up is female staff vulnerability and when conductiong viewings on sales or lettings. Very often I'd guess on sales it is less of an issue as 50% of the properties or more may be occupied so there are more people around. But in lettings very often the property is empty especially given how unco-operative the departing tenant often is. But the real issue her is the client - the vendor and the Landlord. Because of keenness to take on new business sales and lettings staff are always quite happy to go off and meet whoever it may be wherever they suggest. As has already been said there really is no answer though as our business does involve us excuse the phrase "exposing ourselves" as far as safety is concerned as we are not in an environment surrounded by dozens of work colleagues. Just make sure the office knows where everyione is and if someone has gone to do a viewing at an unfurnished one bed flat only 5 minutes from the office and hasn't returned after an hour then either they are a hell of a thorough sales peron or else it is time to ring their mobile!!

    • 12 April 2010 10:28 AM
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    Corporates & public sector have such 'policies' to feel good & minimise the risk of the employer being sued. In the real world estate agents going out alone need to behave like any adult going out alone and think, act & dress appropriately. I do see some gorgeous young things in Sales really flaunting their personal assets, which might get them more Sales but also sends the wrong signal in all sorts of ways. Dress & act Business not Bimbo & you should be OK.

    • 12 April 2010 10:15 AM
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    terresa with the greatest respect possible that exactly what i mean. we work a lot in construction -like estate agents has takena big hit over last 5 years. however a corporate manslaughter case and fine for employer has not caused people to react- hope it does not need same in property

    • 12 April 2010 10:09 AM
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    Hi Burf, I am very confident every member of my staff can more than take care of themselves, you have to be very tough in this industry !!!

    • 12 April 2010 10:06 AM
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    Teresa, Its nice to see you put profit over personal safety, god forbid anything should happen to your or a colleague

    • 12 April 2010 09:49 AM
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    What are employers supposed to do, have pairs of viewers? how insane, especially in the Cambridge area where average sales fees are 1% + VAT and in addition estate agency owners are ripped off at every corner, particularly if they have a lettings department with the pointless additonal regulations introduced over the past five years, and the hike in TDS subscriptions

    • 12 April 2010 09:44 AM
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    hi im from weww.u-clock.co.uk we provide a lone worker system called u locate across diverse remote industries unfortunately like most sectors employers will only react when there is a publicsed incident or legislation change , without "tabloiding the situation" i hope it not at a major human cost

    • 12 April 2010 09:43 AM
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