Curriculum
Course: Supporting Vulnerable Customers in Prope...
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Curriculum

Supporting Vulnerable Customers in Property Transactions – England

Module 1 - Understanding Customer Vulnerability

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Module 2 - Equality, Fair Treatment and Reasonable Adjustments

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Module 3 - Referral Fees and Third-Party Services

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Module 4: Equality, Diversity and Supporting Vulnerable Customers

0/9

Module 5 - Safeguarding and Responding to Customer Welfare Concerns

0/9

Module 6 - Fire Safety and Emergency Procedures

0/9

Module 7 - Lone Working, Personal Safety and Incident Reporting

0/9

Lesson 8 - Incident Reporting, Review and Employee Support

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Text lesson

Lesson 3 – Preparing for a Lone-Working Appointment

Lesson overview

Effective preparation reduces uncertainty and enables MyEstate to locate and assist an employee if an incident occurs.

Lesson content

3.1 Verify the appointment

Before attending, employees should confirm:

  • The attendee’s full name.
  • Their contact telephone number.
  • Their connection to the transaction.
  • The property address.
  • The purpose of the appointment.
  • Who else is expected to attend.
  • The agreed date and time.

Verification must follow MyEstate’s procedures. A name or telephone number alone may not be sufficient for a higher-risk appointment.

3.2 Review available information

Check for:

  • Previous incidents, threats or concerning behaviour.
  • Disputes involving the property.
  • Known access problems.
  • Dangerous animals.
  • Property-condition warnings.
  • Occupancy information.
  • Relevant risk alerts recorded by authorised staff.

Sensitive information should only be accessed, recorded and shared where necessary and permitted by company policy.

3.3 Record the appointment

The shared diary or approved system should contain:

  • Property address.
  • Appointment time and expected duration.
  • Attendee’s name and contact details.
  • Employee attending.
  • Expected travel arrangements.
  • Scheduled check-in time.
  • Relevant safety instructions.
  • Details of any colleague accompanying the employee.

Employees must not rely solely on a private diary or memory.

3.4 Personal preparation

Before leaving, employees should:

  • Carry a charged mobile telephone.
  • Check signal coverage where possible.
  • Take a charged personal alarm if provided.
  • Save the required emergency numbers.
  • Know the agreed code word or emergency phrase.
  • Carry identification and necessary keys.
  • Ensure a colleague knows the planned itinerary.
  • Avoid displaying unnecessary valuables or confidential documents.

3.5 Go/no-go decision

The appointment should be delayed or rearranged if essential safety information or controls are missing. Commercial pressure, inconvenience or concern about disappointing a customer must not override personal safety.