What Does an Ethical Estate Agent Actually Mean for You?

Every agency website in the country says roughly the same things. Honest. Transparent. Putting you first.

Nobody writes we are quite pushy and the fees are confusing. So the words themselves tell you almost nothing, and the reader is left to work out which of them are true.

Why is the word ethical so easy to claim?

Because nobody owns it.

There is no legal definition of an ethical estate agent, no register you have to be on to use the word, and no penalty for using it loosely. It is a marketing term until somebody independent has tested it. That is not cynicism, it is just how an unregulated adjective works.

Which means the useful question is not whether an agent says it. It is what they can show you.

What should you actually check?

Five things, all of which you can verify yourself before you sign anything.

Redress. Every agent must belong to a government approved redress scheme. Ask which one and check the membership on that scheme’s own website, not on the agent’s.
Client money. If they hold money for you, ask whether they have Client Money Protection and who with. Ask to see the certificate.
The contract length. Ask what the tie in period is, how much notice you have to give, and what happens if you want to leave. Then ask for it in writing.
Who pays them, other than you. Ask directly whether they receive a referral fee from a solicitor, broker, surveyor or removal firm. There is nothing wrong with referrals. There is something wrong with not being told.
Complaints. Ask how many complaints they had last year and what happened. The answer matters far less than whether they are comfortable being asked.

An agent who answers all five without shifting in their seat has told you more than any brochure could.

What does a good agent do that a nice one does not?

They tell you things you would rather not hear, early enough to act on.

Nice is easy. Nice agrees with your price, admires the extension, and tells you the market is tricky when nothing happens. Good tells you in week two that the viewings are saying something you do not want to hear, and puts a plan in front of you.

The test is not how they behave when it is going well. It is what happens in the quiet weeks.

What should you never accept?

Pressure to sign on the day of the valuation, or a fee that is only available if you do.
An offer that is not put to you. Every offer must be passed on to you, however low it is, and however sure the agent is that you will refuse it.
Being told you must use their solicitor, broker or survey firm to get the deal through.
A valuation that is noticeably higher than the others with no evidence behind it. Ask for the comparable properties. If they cannot produce them, the number is a bid for your business rather than an appraisal.
Vagueness about the contract. Anything the agent will not put in writing is not a term, it is a hope.

Does any of this apply if you are letting rather than selling?

All of it, and the client money question matters more.

A letting agent may be holding your rent, your tenant’s deposit, or both. Client Money Protection and a properly protected deposit are not paperwork details, they are what stands between you and someone else’s insolvency. Ask, and check.

Is there another way to choose an agent?

There is.

We are proud members of the Ethical Agent Network, a national group of independent agents who have been independently assessed to make sure we meet strict standards of honesty, service, professionalism and community care. Nobody pays to be in it. Every member has sat in front of a panel of other agency owners and been asked to prove it.

That is not a guarantee that we will be the right agent for you. It is a guarantee that somebody independent has already checked the things you would struggle to check yourself.

So how should you choose?

Interview three agents, ask all five questions above, and pay close attention to who is comfortable being questioned. Then pick the one whose answers you can verify, not the one who gave you the biggest number.

And once you have chosen, let them do the job. The most expensive thing a seller can do is appoint someone they do not quite trust and then manage them.

Frequently asked questions

How do I check an agent’s redress scheme membership?

Ask which scheme they belong to, then search for the agency on that scheme’s own website. Both approved schemes publish a searchable member list. Checking on the scheme’s site rather than the agent’s is the whole point.

Is a cheaper fee ever the ethical choice?

It can be, and cost is a perfectly legitimate factor. What matters is knowing exactly what the fee includes, what it excludes, what happens if you withdraw, and whether anyone else is paying the agent as well as you.

What if I have already signed with an agent I am unsure about?

Read the agreement and find the notice period and any tie in. Then talk to them plainly about what is not working, because most problems are fixable and switching has costs. If it cannot be fixed, you will at least know exactly what leaving involves.

If someone you know is about to choose an agent, please send them these questions.

About the Ethical Agent Network

The Ethical Agent Network (EAN) is a national group of independent agents held to strict, independently assessed standards on honesty, service and community. It is not a badge you buy. It is one you earn, and have to keep earning. We are proud members, and the logo is there so you can spot an agent who has already been vetted to look after you properly. If you would like to know more about the Ethical Agent Network, please get in touch or visit www.ethicalagentnetwork.co.uk.