Conduct accompanied viewings of properties — Awarding Body for the Built Environment Other Vocational Qualification Service Industries Revision
This subtopic covers the essential processes of preparing for and conducting accompanied property viewings, including effective liaison with prospective bu
Topic Synopsis
This subtopic covers the essential processes of preparing for and conducting accompanied property viewings, including effective liaison with prospective buyers or tenants, ensuring legal compliance, and maximising the opportunity to showcase the property. Mastery of this skill is critical for building trust, securing successful tenancies or sales, and upholding the reputation of the agency.
Key Concepts & Core Principles
- Tenancy Types and Agreements: Understand the difference between assured shorthold tenancies (ASTs), company lets, and student lets, and know the required clauses for a valid tenancy agreement.
- Deposit Protection: Know the three government-approved schemes (DPS, MyDeposits, TDS) and the legal requirement to protect deposits within 30 days, including prescribed information requirements.
- Right to Rent Checks: Comply with the Immigration Act 2014 by conducting checks on all tenants aged 18+ before the tenancy starts, including acceptable documents and follow-up checks for time-limited rights.
- Property Standards and HHSRS: Understand the Housing Health and Safety Rating System (HHSRS) and how it applies to rental properties, including category 1 and 2 hazards and landlord obligations.
- Ending a Tenancy: Master the correct procedures for serving Section 21 and Section 8 notices, including notice periods, prescribed forms, and grounds for possession.
Exam Tips & Revision Strategies
- Always provide documentary evidence of your viewing preparation, such as checklists, confirmation emails, and client requirements forms, as this demonstrates systematic working to the assessor.
- During role-play assessments, show adaptability by varying your commentary based on the client’s reactions; the assessor will look for evidence of tailored communication.
- Explicitly reference relevant legislation and codes of practice, such as the Consumer Protection from Unfair Trading Regulations, during the viewing to show your understanding of legal obligations in property marketing.
- When preparing for the viewing role-play assessment, create a checklist of all items to confirm (appointment time, keys, property information) and practice going through it systematically.
- During the assessed viewing, use open-ended questions to encourage the client to share their thoughts, and then tailor your responses to address their specific concerns, demonstrating active engagement.
- Always recap next steps at the end of the viewing, such as follow-up procedures, and ensure the client leaves with your contact details and a positive impression of your professionalism.
- For observed assessments, demonstrate active listening by paraphrasing the client's questions and tailoring your responses to show genuine engagement with their needs.
- Document all communication with prospective buyers/tenants (e.g., emails, texts, call logs) to provide clear evidence of your liaison and preparation activities for your portfolio.
Common Misconceptions & Mistakes to Avoid
- Failing to confirm the viewing appointment in advance, leading to no-shows or miscommunication with the prospective buyer/tenant.
- Not preparing the property adequately before arrival, such as neglecting to turn on lights, open curtains, or remove hazards, which creates a negative first impression.
- Dominating the conversation with sales pitches rather than actively listening to the client’s needs and allowing them to explore the property at their own pace.
- Failing to confirm the appointment or property access details with the seller/landlord beforehand, leading to missed or unprepared viewings.
- Over-talking and not allowing the prospective buyer/tenant to ask questions or explore the property at their own pace, which may cause them to feel rushed or undervalued.
- Neglecting to secure the property after the viewing, such as leaving lights on, windows open, or doors unlocked, compromising security.
Examiner Marking Points
- Award credit for demonstrating thorough preparation for the viewing, evidenced by confirming the appointment in writing with clear directions and a checklist of key property points to highlight.
- Award credit for effective liaison with prospective buyers/tenants prior to the viewing, including ascertaining their specific requirements and tailoring the viewing to meet those needs.
- Award credit for conducting the viewing professionally, showcasing the property’s features accurately while responding appropriately to questions, ensuring compliance with health and safety obligations, and following company procedures for accompanied viewings.
- Award credit for demonstrating thorough preparation, including verifying viewing appointment details, confirming property access, and gathering relevant property information prior to the viewing.
- Assess the learner's ability to establish rapport with prospective buyers/tenants by using appropriate verbal and non-verbal communication, and by actively listening to their needs and preferences.
- Credit should be given for effectively managing the viewing route, highlighting key features, handling objections professionally, and ensuring safety and security procedures are followed throughout.
- Award credit for demonstrating thorough preparation, including pre-viewing research on the property's features, local amenities, and client requirements, documented in a viewing plan or checklist.
- Expect evidence of effective liaison, such as confirming appointment details, gathering client needs, and providing clear directions or instructions prior to the viewing.