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Virtual Viewings Warning - agents should keep copies in case of dispute

The Property Ombudsman is advising agents to use virtual viewings only as a filtering process with offers being agreed only ‘subject to viewing’ in person.

A guidance note issued yesterday by TPO’s office says that it is vital to ensure consumers who choose to buy or rent based on virtual viewings are protected from unfair practice. 

It also reminds agents that under the Consumer Protection from Unfair Trading Regulations, agents still have an obligation to disclose material information and therefore this will need to be conveyed during virtual viewings just as in physical viewings. 


“With this in mind, where a live video viewing has been conducted, and the prospective buyer or tenant is serious about progressing the transaction, TPO would consider it best practice for agents to offer the viewer a download of the viewing, and the same advice applies for pre-recorded viewings” the guidance says. 

Agents should keep video viewings on file, which could then be called upon in the event of a dispute where a consumer feels they have been misled.

However, TPO does accept that whilst viewing a property in person is always advised, point 9a of The Property Ombudsman’s Code of Practice for Residential Letting Agents references electronic means as an exception, stating:

“It is not advisable for you to accept, or recommend a landlord to accept, an offer on a property that has not been viewed either by the prospective tenants themselves or by a suitably authorised representative of the prospective tenants, for example, an appointed relocation agent or direct associate. Exceptions might be made when a prospective tenant resident overseas is willing to be contacted by letter, fax or electronic means.”


Katrine Sporle, Property Ombudsman, comments: “We appreciate that agents are having to adopt new ways of working to accommodate the government restrictions currently in place, and similarly we are working hard to ensure we provide the right guidance to help agents do this professionally and protect consumers from unfair practice.

“We fully appreciate that agents may not be in complete control if a video viewing has been recorded or is being conducted by the seller or landlord. In this instance, we would advise agents to remind the vendor/landlord of the CPR responsibilities upon them so that agents can keep a record of what information was shared and when.”

  • Mark Walmsley

    There’s a surprise. Glad I haven’t found myself preaching to the world about all of my virtually agreed sales now!

  • icon

    Risk and compliance awareness is very low In this industry globally.
    Software and workflow needs to address this


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