Core Training for All My Estate Staff

The Core Training for All My Estate Staff course is a comprehensive compliance and professional standards programme designed for everyone working within MyEstate’s estate agency, lettings and property-management operations in England.

The course establishes a consistent standard of knowledge, conduct and customer care across the organisation. It equips employees with the practical skills required to deal with landlords, sellers, tenants, buyers, applicants, contractors and colleagues honestly, fairly, safely and professionally.

It is suitable for all MyEstate employees, irrespective of their individual role or level of seniority. The training can be used for new-starter induction, existing staff development and annual compliance refresher training.

Purpose of the Course

Property professionals regularly handle confidential information, valuable assets and decisions affecting people’s homes, finances and wellbeing. Even routine activities—such as writing property particulars, conducting a viewing, recording an offer or responding to a repair report—can create legal, financial, safety and reputational risks if handled incorrectly.

This course helps employees understand:

1. What MyEstate expects from them;
2. How to act within the limits of their role;
3. How to communicate accurately and professionally;
4. How to recognise conduct or circumstances that create risk;
5. When a matter must be referred to a manager; and
6. How to create reliable records of communications and decisions.

Course Content

The programme covers the following core areas.

1. The Role and Responsibilities of Property Professionals

Learners will explore the responsibilities associated with working in residential sales, lettings and property management. The module explains the standards expected when marketing properties, arranging viewings, processing applications, negotiating offers, managing tenancies and communicating with customers.

2. Duties Owed to Clients and Customers

This section explains the distinction between a client and a customer and examines the different responsibilities owed to landlords, sellers, tenants, buyers and applicants.

Learners will understand that acting for a landlord or seller does not permit dishonesty, discrimination, concealment or unfair treatment of another party.

3. Acting Honestly, Fairly and Professionally

Learners will examine the meaning of honesty, fairness, integrity and professionalism in everyday property transactions.

The course explains the importance of taking responsibility for mistakes, correcting inaccurate information and avoiding conduct that may improperly disadvantage another person.

4. Accurate and Non-Misleading Information

This section considers information supplied through property particulars, websites, emails, telephone calls, viewings and face-to-face conversations.

Learners will understand how information can be misleading because it is false, exaggerated, incomplete, ambiguous or provided too late. They will also learn what to do when information cannot be verified or is later discovered to be incorrect.

5. Avoiding Aggressive or High-Pressure Practices

The course explains how to distinguish legitimate sales activity from improper pressure.

Learners will consider false urgency, invented offers, conditional selling, repeated unwanted contact and attempts to exploit a customer’s circumstances. They will learn how to explain genuine deadlines without intimidating or misleading the customer.

6. Consistency, Respect and Professional Communication

Learners will develop practical skills for communicating with customers clearly and respectfully. This includes handling difficult conversations, explaining technical information, managing expectations and responding appropriately to abusive or challenging behaviour.

The importance of applying company procedures consistently and avoiding unlawful discrimination is also addressed.

7. Professional Boundaries and Confidentiality

This section explains how employees should manage confidential information, personal relationships, social media, gifts, hospitality and contact with customers outside normal business activities.

Learners will also understand why they must not provide legal, financial, tax, mortgage or technical advice beyond their competence or authority.

8. Company Policies and Delegated Authority

Learners will examine the importance of following MyEstate’s internal policies and working within their allocated authority.

The course identifies decisions that may require management approval, including refunds, compensation, fee reductions, major repairs, contractual changes and final responses to serious complaints.

9. Conduct That Could Cause Harm

This section examines conduct that could result in:

1. Financial loss;
2. Customer distress;
3. Discrimination;
4. Safety risks;
5. Complaints;
6. Legal or regulatory action;
7. Reputational damage; or
8. Loss of business.

Learners will be shown how to recognise warning signs, including concealed information, altered records, ignored complaints, unauthorised disclosures and pressure to provide inaccurate information.

10. Management Referral and Escalation

Not every problem should be handled by an employee acting alone. Learners will be taught when and how to refer matters to an authorised manager.

This includes:

1. Serious complaints;
2. Suspected discrimination;
3. Conflicts of interest;
4. Data breaches;
5. Client-money concerns;
6. Safeguarding issues;
7. Threatened legal action;
8. Serious repair or safety risks;
9. Suspected fraud; and
10. Matters outside the employee’s authority or competence.

11. Record-Keeping and Audit Trails

Learners will understand the importance of creating accurate, factual and timely records of:

1. Client instructions;
2. Offers and applications;
3. Telephone conversations;
4. Advice and information provided;
5. Decisions and authorisations;
6. Complaints;
7. Incidents;
8. Property reports; and
9. Actions taken.

The course explains how reliable records protect customers, employees and MyEstate and may later be examined by managers, solicitors, redress schemes, regulators or courts.

12. Ethical Decision-Making

Learners will be introduced to a structured process for making ethical decisions.

They will learn to:

1. Identify the issue;
2. Establish the facts;
3. Check the relevant law, policy and authority;
4. Consider everyone affected;
5. Identify the available options;
6. Assess possible harm;
7. Obtain management guidance where necessary; and
8. Record the decision and reasons.

13. Practical Case Studies

The course includes realistic property-sector scenarios involving:

1. Invented competing offers;
2. Discriminatory landlord instructions;
3. Inaccurate property particulars;
4. Pressure to use an associated service;
5. Unauthorised promises or refunds;
6. Confidential information;
7. Urgent repair reports;
8. Complaints;
9. Conflicts of interest; and
10. Decisions outside an employee’s authority.

These case studies allow learners to apply professional standards to situations they may encounter in their everyday work.

Learning Outcomes

By the end of the course, learners should be able to:

1. Explain the role and responsibilities of a property professional;
2. Distinguish between MyEstate’s clients and other customers;
3. Identify the responsibilities owed to different parties;
4. Act honestly, fairly and professionally;
5. Provide accurate and non-misleading information;
6. Recognise aggressive or inappropriate practices;
7. Communicate respectfully and consistently;
8. Maintain confidentiality and professional boundaries;
9. Follow MyEstate’s policies and procedures;
10. Work within delegated authority;
11. Identify conduct that could cause harm;
12. Recognise matters requiring immediate escalation;
13. Maintain reliable transaction records; and
14. Apply a structured ethical decision-making process.

Who Should Complete the Course?

This core training is suitable for:

1. Sales negotiators;
2. Lettings negotiators;
3. Property managers;
4. Property inspectors;
5. Sales progressors;
6. Administrators;
7. Finance staff;
8. Office and branch managers;
9. Customer-service staff;
10. Apprentices and trainees;
11. Temporary staff with customer or property access; and
12. Senior employees requiring refresher training.

Role-specific training may also be required for employees responsible for client money, data protection, anti-money laundering, property inspections, complaints or health and safety.

Delivery Method

The course may be delivered through:

1. Self-paced online learning;
2. Live virtual training;
3. Classroom-based training;
4. Team workshops; or
5. A blended programme.

Online learners can complete the lessons at their own pace, subject to the completion deadline set by MyEstate.

Learning Materials

Learners may receive:

1. A downloadable course handbook;
2. Lesson summaries;
3. Property-sector case studies;
4. Compliance checklists;
5. Example communications;
6. Management escalation guidance;
7. Record-keeping templates;
8. Practical exercises;
9. Knowledge checks; and
10. A final course assessment.

Assessment

Learners will complete short knowledge checks during the course and a final multiple-choice assessment.

The recommended assessment arrangements are:

• 30 multiple-choice and scenario-based questions;
• A pass mark of 75%;
• Feedback following incorrect answers; and
• An opportunity to review the materials and retake the assessment.

Certificate

Learners who successfully complete the course and pass the assessment will receive a:

British Landlords Association Certificate of Completion – Core Training for MyEstate Staff

The certificate confirms successful completion of the training. It should not be described as a regulated qualification or external accreditation unless separate approval has been obtained from a recognised awarding or accreditation organisation.

Course Duration

The recommended study time is approximately six to eight hours.

The course may be completed:

1. In one full training day;
2. Over two half-day sessions; or
3. As individual online lessons completed over an agreed period.

New employees should normally complete the core course within their first month of employment.

Refresher Training

Refresher training is recommended:

1. Annually;
2. When relevant legislation changes;
3. When MyEstate updates its policies or procedures;
4. Following a significant complaint or compliance failure;
5. Where an employee changes role; or
6. Where monitoring identifies an individual or team training need.

Benefits for MyEstate

The course can help MyEstate:

1. Establish consistent professional standards;
2. Improve customer service;
3. Reduce compliance and reputational risks;
4. Promote fair and ethical treatment;
5. Strengthen record-keeping;
6. Improve management escalation;
7. Reduce avoidable complaints;
8. Support staff confidence and competence;
9. Provide evidence of staff training; and
10. create a positive compliance culture across the organisation.

Important Information

This course provides general core training for MyEstate staff operating in England. It should be used alongside MyEstate’s employment policies, operating procedures, management supervision, risk assessments and specialist role-based training.

The course does not replace independent legal advice, regulated financial advice, formal health and safety training or any qualification required for a specialist role.