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Now that the prospect of statutory regulation of the agency sector is a dim and distant memory, the industry’s attention has focused back on questions about how the consumer can identify the ‘good guys’ and distinguish them from those who don’t deliver what they claim.

For prospective vendors and landlords, choosing a reputable agent to sell or let a property can be a confusing process. Decisions might be based on vague criteria such as the number of boards visible in the vicinity, the size of the advertisement in the local press, or the impact of the agent’s office window display.

Whilst all these factors can give an indication of the level of penetration of that agent into the local market, they do not provide the consumer with any real idea about the quality of the service offered or the standards to which that agent is working. This is particularly true in sales where sellers enter the market infrequently, and have no clear criteria upon which to base their choice.

Even where an agent is chosen on the basis of personal recommendation from friends or family, that judgement can be based on the speed that the sale was concluded and the lack of hassle, rather than the quality of service that lay behind the transaction.

Unfortunately, a poor agent dealing with a straightforward transfer may still be recommended above an agent who offered exceptional service, but whose efforts were frustrated by circumstances beyond his or her control.

So how does the industry ensure that consumers make informed choices based on measurable criteria when selecting the agent to deal with the most important transaction in most of their lives?

The starting point has to be the standards to which that agent works, and the competence and knowledge of those providing the services based on those standards.

In this context, academic qualifications, licensing schemes and codes of practice all have their place, but it is vital there is also a robust process of regulatory monitoring in place, with effective auditing of compliance backed by appropriate sanctions against those who do not meet the standards.

The Consumer Charter established by the now defunct Property Standards Board laid down some clear principles around the basic expectations that a client had a right to expect when commissioning the services of an agent. See the link below.

Underpinning these principles is the more detailed guidance contained in the Residential Estate Agency Standards (the Blue Book), published by RICS and endorsed by NFoPP and ARMA as representing best practice for professionals in agency.

RICS also offers those working in the estate and lettings industry the Associate membership route, providing a quality qualification which is open not only to those with an academic background, but also those coming from a work-based experience route. This requires candidates to provide proof of competence in all aspects of agency work to achieve the status of AssocRICS.

Such an important and often stressful transaction as the selling, letting or management of a home surely requires that those offering agency services to the public should be able to demonstrate not only their competence but also their adherence to the highest standards of professional service.

Compliance with the requirements of the Blue Book and the AssocRICS qualifications provide consumers with just such assurance. The challenge for all professionals in the sector, whether RICS, NAEA, ARLA or ARMA members, is to raise public awareness of the importance of these standards and proofs of competence, so that informed decisions can be made when choosing a service provider.

A copy of the Charter can be found at: www.propertystandardsboard.org.uk/718_PSB_A5_4pp_leaflet.pdf

Further details of the AssocRICS qualification pathways can be found at: www.rics.org/associate

* David Dalby, FRICS, is RICS Director for the Built Environment and Property Professional Groups

Comments

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    Thank you for sharing this information.

    • 13 February 2011 15:55 PM
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    Dear Mr Dalby,

    Having seen what Mary Portas had to say, do you think it may be possible for estate agent (at least Chartered Surveyor ones) to gain a reputation amongst estate agents for hard work, real knowledge about each property they sell, expertise, and honesty?

    Do you think it might be possible for estate agents to know everything about the property they are selling including its compass orientation and also the area, the schools, the level of crime in that area, etc.?

    • 11 February 2011 20:27 PM
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    It is likely that the 'secret shopper' is going to pinpoint some of the major problems in the estates sector tomorrow? As the chief representative of RICS, as far as residential sales are concerned, can we please discuss the issues arising with you yourself here, online, in the days following the episode?

    • 08 February 2011 11:31 AM
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    "I'm not speaking as a surveyor by the way."

    Wanna bet? Which is ironic, considering you "resigned from that Institution before the last house price crash as they would not 'institute' appropriate action".

    There are many, many Chartered Surveyors who are active in Residential Estate Agency, Sir - and you are well aware of that. One frightening thought is that you may even have been one of them!

    Okay - time for me to empty your head of cr@p once again and fill it with reality. You know - that second word in your new, totally inappropriate, 'name'. Google it - you will be surprised at its'meaning...

    There are two types of surveyor in this mix. There is the Valuer - who lives his life between car and office, and counts bricks and researches comps in order to ascertain how much risk a lender should place upon a property. Then there is the Estate Agent, who knows the comps because he sold them all, but then looks at the human factors of desirability, location, access to schools and parks, close to Mum & Dad - and a million other incidentals that relegate your "bricks'n'mortar" figure to the depths of being the REAL fairytale 'valuation'!

    The minute you attempt to combine the two you will have a magnetic standoff. Let them continue to oppose each other - as long as there is PII and the sniff of a poor market you will never get a RICS valuation that will amount to anything other than a rear-entry covering exercise - why should THAT worthless scrap of idiocy form the basis of what we market our homes for?

    Tell you what - as an ex-surveyor, YOU use YOUR influence with the Institution (BOY! how they must miss you...) and get them to knock off the supercilious attitude and listen to common sense - then we might...just MIGHT... have some common footing to work off.

    (Look up footing while you are on. it's a building term. You will have studied it in your college days but I doubt have seen or thought of one since. You surveyors only ever look at bricks and mortar - and then only those which are most easily viewed...!)

    • 07 February 2011 10:54 AM
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    Why can't estate agents bury their hatchets and work as 'Brothers in Arms' with surveyors in order to provide a totally comprehensive service to the house buying and selling public?

    If they combined what they each separately know, think how the service could improve. Knowing precisely how to value the houses they should be selling, surely is one of the most important fundamentals that ought to be shared territory. Those who carry out such vital tasks should, indeed must, have a common understanding, and genuinely respect each other for this to work.

    I'm not speaking as a surveyor by the way.

    • 02 February 2011 09:21 AM
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    Can't understand why the RICs is bothering with this. The Assoc route is only trying to catch up with the horse after it has bolted.
    Chartered Surveyors are surveyors and National Association people are estate agents. The NAEA Technical Award, which has been going for well over a decade, is the gold standard for professional estate agency with the Diploma the advanced qualification.
    The RICS should stick to what it is good at - checking that houses are not falling down and ringing up NAEA members for valuation comparables.
    The industry polarised ages ago. The consumer wants masters of their disciplines not jacks of all trades.

    • 28 January 2011 09:40 AM
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