Forty Years On: Why Personal Safety Must Still Be Every Estate and Lettings Agent's Priority
Forty Years On: Why Personal Safety Must Still Be Every Estate and Lettings Agent's Priority
This year marks the 40th anniversary of the disappearance of estate agent Suzy Lamplugh, who vanished while attending a property viewing in London on 28 July 1986.
Despite one of the largest missing person investigations in British history, Suzy was never found. Her disappearance shocked the property industry and led to fundamental changes in how many estate agencies approached personal safety. It also inspired the creation of the Suzy Lamplugh Trust, which continues to campaign for safer working practices and provides training and guidance on personal security.
Four decades later, estate and lettings agents still spend much of their working day meeting strangers, travelling alone and entering empty properties. Thankfully, technology, better procedures and greater awareness have made the profession significantly safer than it once was - but the risks have never completely disappeared.
For employers, personal safety isn't simply good practice; it is part of their legal duty of care. For agents, taking sensible precautions should become second nature.
Safety During Property Viewings
Property viewings are one of the most enjoyable parts of the job - but they can also leave agents isolated and vulnerable. A few simple precautions can make a significant difference.
Know Who You're Meeting
Where possible, meet new clients in the office before arranging a viewing. Verify their identity, record their contact details and ensure your colleagues know exactly who you will be meeting.
Tell Someone Where You're Going
Every viewing appointment should be recorded in a shared diary or calendar. Colleagues should know:
the property address
the client's details
your expected arrival and departure times
when you are due back in the office.
Many agencies now operate check-in systems to ensure staff return safely.
Stay Connected
Always carry a fully charged mobile phone.
Many agents also use location-sharing services with colleagues or family members while attending appointments. Personal safety apps with emergency alert functions are increasingly common and can provide additional reassurance.
Assess the Property
If you've never visited the property before, arrive a few minutes early.
Check:
mobile phone signal
entryand exit routes
whether the property has multiple exits
any areas where you could become isolated.
Whenever possible, allow the applicant to walk ahead of you rather than allowing yourself to become trapped inside a room.
Trust Your Instincts
Experience tells many agents that their instincts are usually right.
If something doesn't feel right - leave.
It is always better to apologise later than place yourself in an uncomfortable or dangerous situation.
No commission or instruction is worth risking your personal safety.
Think About Your Parking
Park somewhere well-lit where you can leave quickly if necessary.
Avoid parking where your vehicle could become blocked in.
Have an Emergency Code
Many experienced negotiators still use a simple code phrase when telephoning the office.
A seemingly innocent message such as "I'm running a little late for my next appointment with (Managing Director’s Name)" can immediately alert colleagues that assistance may be required.
Everyone in the office should understand the agreed code and know exactly what action to take.
Use a Buddy System
At the end of your final appointment, let someone know you've finished.
Whether it's a colleague, manager or family member, someone should know you've completed your day safely.
Staying Safe When Working Alone in the Office
Lone working isn't limited to property viewings.
Many negotiators open or close branches alone, work through lunch breaks or remain in the office after colleagues have left.
Simple security procedures can dramatically reduce risk:
Control Access
If you're alone, consider keeping the office door locked and admitting visitors individually using an intercom or buzzer system where available.
Make the Office Visible
Ensure the office is well lit both inside and outside.
Keep windows clear so you can see approaching visitors and passers-by can see into the office.
Know Your Emergency Procedures
Every member of staff should understand:
who to contact
how to summon assistance
where panic alarms are located (if fitted)
what to do if they feel threatened.
These procedures should be practised rather than simply written in an employee handbook.
Let Someone Know When You're Leaving
If you're closing the office alone, tell someone when you expect to leave and confirm once you're safely on your way home.
Employers Have a Responsibility
The law requires employers to take reasonable steps to protect the health, safety and welfare of their employees.
That includes carrying out risk assessments for lone working, providing appropriate training and implementing sensible safety procedures.
The best estate agencies don't see these measures as bureaucracy - they see them as protecting their people.
A culture where employees feel comfortable raising concerns about personal safety is one of the strongest indicators of a well-managed business.
Useful Sources of Advice
If you're looking to improve personal safety procedures, these organisations provide excellent guidance:
The Suzy Lamplugh Trust – Specialists in personal safety, lone worker protection and violence prevention.
Propertymark – Offers guidance and best practice for estate and lettings professionals.
Your Local Police Crime Prevention Team – Many forces offer free security advice for businesses.
Forty Years Later, The Lesson Remains
The property industry has changed enormously over the past forty years.
Technology has transformed the way agents work, employers are more aware of their responsibilities and personal safety training is far more common than it once was.
Yet estate and lettings professionals still meet strangers every day, often in empty properties, and often alone.
The lesson from Suzy Lamplugh's disappearance remains just as relevant today: personal safety should never be left to chance.
Whether you're an employer reviewing your procedures or an individual negotiator heading out on your next viewing, taking a few simple precautions could make all the difference.
At Worth Recruiting, We Believe Good Employers Protect Their People
At Worth Recruiting, we work exclusively with professional estate agency, lettings and property businesses that understand their responsibility towards their employees.
We believe that personal safety should be part of every company's culture - not an afterthought.
If you feel your current employer isn't taking your wellbeing seriously, we'd be delighted to have a confidential conversation.
