Boundaries of the Property Professional’s Role

Property professionals should recognise and respond to vulnerability, but they must also understand the limits of their role.

Employees may:

1. Listen to the customer;
2. Ask whether support is required;
3. Explain processes in plain language;
4. Provide information in an accessible format;
5. Allow additional time where possible;
6. Record communication preferences;
7. Arrange reasonable adjustments;
8. Involve an authorised representative with consent;
9. Signpost the customer to appropriate services;
10. Refer concerns to a manager;
11. Follow safeguarding procedures; and
12. Contact emergency services where there is an immediate risk.

Employees should not:

1. Diagnose a medical or mental-health condition;
2. Assume that someone lacks capacity;
3. Provide legal, medical, financial or social-care advice beyond their role;
4. Conduct a safeguarding investigation;
5. Confront a suspected abuser;
6. Promise absolute confidentiality;
7. Make decisions for the customer;
8. Pressure the customer to disclose private information;
9. Contact relatives without an appropriate reason or authority;
10. Record unsupported opinions;
11. Guarantee accommodation or a particular transaction outcome; or
12. Place themselves or the customer in danger.

When to refer the matter

A manager should normally be consulted where:

1. The employee is unsure what assistance can be offered;
2. A requested adjustment may require a change to normal procedures;
3. There are concerns about consent or decision-making;
4. A third party appears to control the customer;
5. Instructions are inconsistent or disputed;
6. There may be financial abuse, fraud or coercion;
7. A customer discloses abuse or serious risk;
8. Confidential information may need to be shared;
9. The customer threatens self-harm;
10. There is an immediate safety concern; or
11. The situation falls outside the employee’s competence or authority.