Useless lettings agent ‘caught’ on security camera

[Suprima]

I am in the process of renting my home through a lettings agency due to a (sadly necessary) relocation. I have a security camera in my home and smart features that the lettings agency are aware of. The camera isn’t hidden! It’s pointed at the door with a blue light blinking. It’s listed as part of the features of the home.

I got a notification of people being in the room so I clicked on my stream to see what it was, and saw that a viewing had started. It plays automatically, and I very unfortunately saw a disinterested woman scrolling through her phone saying ‘not sure’ to a prospective tenant. I couldn’t help but keep watching to see what she wasn’t ‘sure’ about as I had shared lots of information about the property as I really want to attract a nice tenant. This is my home and I’m sad to leave.

The lettings agent couldn’t tell the tenant:
a) who was living in the property and for how long - she said ‘not sure- a year? Dunno?’
b) the situation around us leaving - ‘I dunno’
c) what the neighbours are like (real answer: lovely and so kind and respectful, I have told the agency this so they can reassure people that they have lovely people around them
d) how long a tenancy the landlord wants- apparently ‘anything’ according to her, but we have said we want long tenancies only
e) what furniture is being left, a detailed inventory, again ‘not sure’

This was just the one conversation, which I made myself click off as it felt wrong to spy but I’m really upset that I’ve seen it. I get that they aren’t as emotionally invested in my home but I have passed on so much information to the partner of the firm and really want to get a nice tenant who has the full picture of what they are moving into.

what do I do? We have more viewings tomorrow and I can’t cope with knowing that they are doing a really shit job of marketing the place. But I have technically ‘spied’ and I know I shouldn’t have done.

is it normal for an estate agent to know nothing? Should I say something?

They are working for you so yes you can say something. However bear in mind you will need to not eavesdrop once tenanted, so worth having a plan for handing over the security system.

Oh tenants will take control of the security equipment when we move out! It’s for their security and safety after all.

Call them and tell them their agent was shit!! I wouldn’t allow her to do any more viewings

Can you print out some stuff, just on a sheet of a4 with the main points about tenancy length, furniture that will be left, neighbourbood info, highlights of the property rules, financial arrangements etc and leave some copies for them to pass on to tenants

I think you've got to call before more viewings.
It's always a risk with agents but you're on notice now that these ones are disinterested.
Imagine how they'll deal with the tenant when they're in!

They have this already which is why I’m really confused!

You should say something, yes.

I wonder if they were trying to not put anyone off. How long a tenancy- if they say long only then people might be put off.
if they make claims the neighbours are nice and then they have a problem, the tenants might blame them. (the attitude towards owners and rentals where I am is very different)
estate agents are often vague for a reason

You are entirely right to be concerned the agents are not doing a good enough job, and to raise it.

I will say though, having become an accidental landlord myself due to relocation abroad - you do have to detach from your "home" and lose the emotional investment. Fortunately I have an excellent agent who manages both the tenants and me! The tenants have now lived there longer than I ever did so I can be a lot more dispassionate than I was in the early days.

I am just really unsure how I phrase my eavesdropping. No one should be spied on at work and I would hate someone doing this to me. It was just unfortunate that I heard ‘not sure’ in a completely disinterested voice when the app opened.

I would use another agent !

From what I've heard of the rental market currently, there should be interest regardless of how useless she was, unless it's way above market rates. So they've probably not got much vested interest in "selling" it.

When we were last selling, there were two specific things we asked the estate agents to mention when doing viewings. Then a couple we knew mentioned that they'd viewed the house, and I checked - neither thing had been mentioned.

You have done nothing wrong, they have. It’s your house, and it’s their job to be professional and sell it. You need to let them know.