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Original poster

Estate Agent left our keys outside house

17 replies

livid1234 · 02/06/2019 22:52

We have enlisted the services of an estate agent to sell a property that we are not currently occupying. Today, we visited the house to mow the lawn, pick up post etc and found that the keys to the house were in the electricity meter box under the kitchen window. The keys had the address of the property on them. Goodness knows how long they'd been there.

On discovering the keys, we rang the estate agent who has called back this evening probably enough info there to work out which EA we used. He was very apologetic and said that he had given the keys to the buyer, who wanted to go round with an electrician last Thursday to test the electrics. Nobody has asked our permission, or even bothered to let us know that the buyer was going around. The estate agent is meant to be doing accompanied viewings, not dishing out our keys to all and sundry! Apparently, the buyer wasn't able to return the keys to the estate agent, so he left them in the meter box.

I'm beyond angry - anyone could have got their hands on the keys and goodness knows what could've happened. Is there a body that oversees complaints about estate agents - I feel this is too serious to be left to the company to deal with.

OP posts:

mouldyhousemouldylife · 02/06/2019 23:25

That is stupidly careless but this part ... "probably enough info there to work out which EA we used"

What am I missing because it's all generic information?

Soola · 02/06/2019 23:32

He was very apologetic...

The keys were left in a fairly secure location in the meter box, out of sight.

You’ve complained and yea it was shoddy that they didn’t check the keys has been returned to the office and they should have accompanies the buyer but it sounds like a one off mix up so taking it further seems a bit petty.

AutumnCrow · 02/06/2019 23:36

That is awful. Address on the keys? Bloody hell.

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BurnedToast · 02/06/2019 23:38

Careless and stupid mistake but no harm has been done. The chance of someone coming along, finding the keys and then wanting to cause damage or do something is very slim. Which is why nothing happened.I'd save your anger for something worth being angry over.

Soola · 02/06/2019 23:39

@BurnedToast agreed.

BurnedToast · 02/06/2019 23:41

If the keys were in the meter of the property, does it matter if the address was on the keys? Presumably whoever has the keys in their hand would know the address because they're stood in front of it.

Not sure who the EA is either.

Singlenotsingle · 02/06/2019 23:45

Estate Agents aren't always all that professional. They seem to be a law unto themselves. I was trying to sell a tenanted flat a few years ago and one of their staff decided to just drop in, as he was passing by. No appointment! My tenant was furious, and quite rightly. She could have been in the bath for all he knew.

BadgertheBodger · 02/06/2019 23:53

You can make a complaint to The Property Ombudsman but you need to follow your agent’s complaints procedure first. Ask them for a copy in writing and they should provide it ASAP. Address on keys is ridiculous, most agents use a code system. Also useless to just hand them out to buyer and not only not accompany but don’t bother to inform you or even make sure the keys come back

BlankTimes · 03/06/2019 00:07

Anyone could have had copies made of the keys then put them back in the meter box.

Is it still the same for squatters that as long as they don't break into a property they can be very difficult to evict?

I'd want the EA to pay for new locks.

Guylian2019 · 03/06/2019 05:15

My estate agent (a few years ago) lost my keys entirely

MissKittyCat · 03/06/2019 06:18

I'm surprised so many people think this is ok. Someone could have found the keys or seen them being put their and then burgled the house. The OPs insurance company would probably not want to pay out in this circumstance. (Though if the OP isn't living there at the moment there may not be much to steal but that still doesn't make it ok). I also thought it was standard practice for companies that hold keys for properties to not have the address on the keys but instead have a code that is cross referenced to the address on a separate list. This is in case the keys are stolen or dropped in the street.

I assume the estate agent is someone like Purple Bricks if they work outside normal hours and are contacting the OP on Sunday evening.

eurochick · 03/06/2019 06:22

Of corse this is not ok. It's shockingly shoddy behaviour from the EA.

Foxyloxy1plus1 · 03/06/2019 08:16

I thought Purple Bricks or similar too.

Is the place empty? I think insurance would be compromised and I’d be suggesting that the purchaser changes the locks.

Isatis · 03/06/2019 08:24

it sounds like a one off mix up

The EA was supposed to be allowing only accompanied visits. How could handing over the keys for unaccompanied visits be "a one-off mix up"?

wowfudge · 03/06/2019 08:54

You need to exhaust the EA's own complaints procedure before taking it further. I would state, in writing, that they are in breach of the agreement with you to accompany all viewings - if this is in the Ts and Cs you've signed up to quote the relevant clause - and that permitting the keys to be left on the property was negligent. The problem you have is that you have suffered no loss. This is about trust. I would be using this as a way of reducing the commission you pay to them, depending on how they now conduct themselves.

Myimaginarycathasfleas · 03/06/2019 18:53

It's poor service, but it sounds like they have secured a buyer for you so not sure what is to be gained at this point from kicking up a fuss. However, once the sale has gone through I would be on to their MD with full details of your complaint.

icebearforpresident · 03/06/2019 19:28

As an estate agent there are so many red flags here!

First of all, keys should never be labelled with the address of the property they relate to. They should be numbered and the file/document/whatever they use to note what key is for where stored securely. I’m pretty sure that is in TPO guidelines.

The company I work for will release keys to viewers under very specific circumstances but only with express permission. Just this weekend I had someone looking to view a vacant, unfurnished property. They were travelling some distance, were only in the area for the day and we had no one available. The seller, not local, gave us written consent to let the viewers collect them from and return them to me at home. To not even ask you is a breach of trust I couldn’t get past.

Leaving them at the property is unforgivable. It’s one thing to drop an unidentifiable set of keys out your bag or something (though my company would be changing locks at our own expense if they weren’t located in 24hrs) but leaving them at the house is nonsense. They should have had an ETA for the viewing returning them and if they weren’t back within a reasonable margin the viewer should be getting chased with someone attending the property if they couldn’t be reached by phone. Do you know how long they were there?

If i were you I would be submitting a complaint, withdrawing your property from sale and getting it on with a proper agent.

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