Is this ok when selling a house? Doesn’t feel right

[DonnatellaLyman]

We are selling our house, part way between exchange and completion. We’ve half moved out (sleeping in new place) but still lots of stuff in old house.

We’ve just found out that EA has been letting the buyers in on several occasions and has facilitated their tradespeople coming in to carry out work (who have damaged the property). We were not asked about any of these ‘visits’.

It feels like a massive invasion of our property /privacy but I don’t know if I’m just being precious as we won’t own it soon.

This is illegal.

"17 People"

I agree with the posters who say get your keys back from the agent. They should be working for you not the buyer. Only hand them back when the funds are in your account. I would also bring up the subject of compensation.

Take the keys off the EA immediately! And also ask them if they are paying for the damage as they are responsible for anything that happens whilst they are taking people into your house

Call your solicitor and get your keys back.
This should not be happening AT ALL!

I'd also be considering legal action against the EA.

Utterly unacceptable.

Get you keys back from the EA, they have stepped over the line in terms of the legality of their permission without your authority.
I would contact your solicitor to ensure all work is made good and nobody enters the property again until completion.
After completion report the EA to the ombudsman and also request a reduction in fees from them.
I would also add a review online and mention the poor professional conduct.

I had a situation similar to this, again with much of our stuff still in the house. I raised a formal complaint against the firm and the individual estate agent, to stop it going any further they offered to refund all my fees (quite substantial) maybe I should have pushed it further, but I was happy to get my money back and the sale went through fine afterwards

No Way!

Just jumping on to compliment the username OP 👍🏻

I would demand my keys back, change the locks and pull out of the sale. May sound extreme but these people don't deserve your house and the estate agent doesn't deserve to represent you.

Contact the agent. Tell them you do not want them allowing people into the property and carrying out work on it until they complete. If their builder tradesman knocks a wall down for example and leaves it in a state, they could pull out of the deal. They could also claim the property is damaged and demand money off the agreed price. Measuring up say for curtains is one thing but starting work on a property you do not yet own is a big NO.

www.tpos.co.uk/find-a-member Check if the EA is a member and if so make a complaint.
If not a complaint to head office.
As pp have said way out of line and could have serious financial IMO,cations for you.

As I said upthread. First OP must put in a compilation in writing to the EA, who then has 8 weeks to respond.

If they don’t respond within that time or OP is not happy with the response - that’s when you refer on to the property ombudsman.

If you change locks, make sure the EA foots the bill

I think you still have to pay for your own buildings insurance cover until completion. No-one is allowed to enter the property between exchange and completion without the owner's permission. You're still the owner until completion.

Wtf. This is NOT normal.

Change the locks immediately and don’t give the new key to the EA. Even if you trust the EA (which clearly, from their behaviour, you shouldn’t) any of the tradesmen could copy the keys and give them to a burglar (I know a builder firm whose clients always seems to have a burglary a week after the builders leave.)

Haven’t read the whole thread, and sorry if someone has already said this but I know that solicitors on both sides would have had to agree in writing ( assuming the vendor is in agreement) something known as a ‘key undertaking’ before any works can begin on the property in question.

Keys back so they know they've been rumbled.
Change locks - A standard eurolock is about £15. 10 min job to change one.

It‘s one thing to have an accompanied visit to measure up for curtains, caroets but not to do actual work, rip out kitchens etc.

The EA ( and buyers) are out of order and this could have, and still could, serious money.

When we were buying a house in 2019 I rang the EA to see if I could pop round and clean the day before we were due to move in - the elderly sellers had moved out several weeks previously and I just wanted to run the vacuum round and clean the glass etc before we moved in. They explained I couldn’t because of insurance, and in case I accidentally damaged anything. Gobsmacked about your situation!

Massive invasion of privacy, get the key back immediately and demand an apology and heavy discount off the estate agents bill for this behaviour. I’d also be checking which scheme they belong to and making a complaint to them (either The Property Ombudsman or the Property Redress Scheme). The buyers (unless explicitly agreed otherwise in your contacts) legally have to insure the property after the point of exchange, so any damage is their responsibility. Especially if they fail to complete and you’re left with damage to deal with.

Sorry, contract - not contacts!

What @Evenstar said:

I think you need to involve your solicitor in this and ensure any damage is made good. Also, I would be getting my keys back and making it plain in writing that nobody was to enter the house again unless you are present. I would also make a formal complaint to the area manager of the estate agents.
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This advice - it's spot on.

I worked as an agent in the UK. There is a very strict code of compliance that must be adhered to. To breach it is to risk criminal (not civil) prosecution. You must make a formal complaint asap. This is a blatant breach.

At this stage I think it's OK for the estate agent to let them in for another look or to measure up for carpets/windows/curtains etc. They shouldn't be doing any work without your permission. As PPs have said take it up with your solicitor.