The Intermediary – August 2025 - Flipbook - Page 42
"As a pairing, might I recommend a full-bodied in-house broker?"
Emerson sees qualifications as just one part of
a broader, ongoing effort: “Raising professional
standards is a constant thing for us. We’ve been
doing a lot more consumer facing stuff. We
While much of the discussion around reform
has centred on mandatory qualifications, many
had just over nine million interactions with
believe this would only scratch the surface. For
consumers last year alone, which four or five
real change to take root, experts believe this must
years ago would have been unheard of.”
He adds: “We've also changed our branding
that's going out now, so we have a new
be part of a much broader package of cultural,
regulatory, and economic reforms.
Robson explains: “Regulation can certainly
compliance level, where we have certified and
help. But it won’t fix the culture on its own. Many
accredited logos that are starting to be sent out
of the behaviours shown in the documentary
to members to go in their windows when they
were already in breach of existing codes and
pass a certain benchmark.
legislation, they just weren’t enforced.”
“This is saying: these agents are certified
He adds: “We also need to look at the root
and accredited, they reach a certain standard
issue: incentives that encourage shortcuts. The
of operations and qualifications, and we are
industry would benefit from a shift in focus
monitoring them on an ongoing basis.”
However, Emerson warns that only those
from aggressive short-term selling to long-term
client satisfaction. That’s not something you can
agencies already aiming to set high professional
legislate into existence; it requires leadership,
standards are likely to engage.
values, and better business models.
While the framework exists, then, the crux of
the issue is that it is unevenly applied, and codes
“Regulation can’t teach empathy, and it won’t
instil pride in the job. But when you build a
are not always enforced. Ultimately, as Robson
framework that supports agents as professionals,
points out, the strength of any system lies in its
gives them responsibility, and encourages
application. He says: “Estate agents are already
accountability – the behaviour tends to follow.”
legally bound by various codes and obligations,
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importantly, create a framework where good
agents are supported, not suffocated.”
For Jones, the solution lies in combining
many of which were being blatantly ignored
cultural reform with firm regulatory muscle.
in that documentary, and up and down the
He explains: “To restore trust, the estate agency
country. So yes, enforce what we have. But more
industry needs to enforce stricter regulations –
The Intermediary | August 2025
