Lesson 6 – How Property Transactions Can Create or Increase Vulnerability

A customer may not be vulnerable when a transaction begins but may become vulnerable as events develop.

Common pressure points

Marketing a home

Preparing and marketing a home may be emotionally difficult, particularly after bereavement, separation or financial hardship.

Property viewings

A customer may experience physical access difficulties, sensory barriers, anxiety or concerns about meeting unfamiliar people.

Offers and negotiations

Competition, deadlines and financial pressure may make it difficult for a customer to evaluate their options calmly.

Applications and referencing

The requirement to disclose income, employment, identity and financial history may cause embarrassment, anxiety or concern about discrimination.

Legal documents

Agreements, terms of business and other documents may contain unfamiliar language and significant obligations.

Moving home

Moving may involve physical demands, changing services, arranging funds and leaving a familiar support network.

Repair or safety problems

A tenant living with serious disrepair may experience worsening health, distress or fear of losing their home if they complain.

Arrears or possession action

A tenant facing arrears or possession proceedings may experience severe financial and emotional pressure.

Avoid adding unnecessary pressure

Employees should avoid:

1. Artificial deadlines;
2. Excessive telephone calls;
3. Threatening language;
4. Unexplained technical terms;
5. Requiring unnecessary information;
6. Dismissing questions;
7. Making assumptions; or
8. Presenting one option as compulsory when alternatives exist.