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Using an estate or letting agency
An estate or letting agency can help you find a home that is right for you. An agency can:
- register you on their database
- recommend properties
- arrange viewings
- help with some paperwork, like applications
- manage relationships with sellers and landlords
Most agencies deal with homes for sale and rent. Some may only manage properties for rent. These are letting agencies.
You can join multiple agencies. This can help increase your chance of finding somewhere suitable.
Some agencies will tell you to look for properties on their website or general property websites.
When you contact the agency for a viewing or to register interest, they will ask if you are buying or renting. You will speak to:
- an estate agent if you are buying
- a letting agent if you are renting
You can choose to contact them:
- through email or online form
- on the phone
- in person
How to prepare for using an estate or letting agency
The estate or letting agent will ask questions about what you want and need. To prepare, make a list of your requirements. Make it clear what is a need and what is a preference. This will help the agent understand what is essential and what is negotiable.
For example, you may need a flat with a lift or on the ground floor for your access needs. You might like a property with outside space because you enjoy gardening.
Your requirements can include:
- your circumstances, for example you have property to sell, are a first-time buyer or renting
- your budget
- type of property, for example bungalow, flat or house
- number of bedrooms
- when you want or need to move by
- preferred locations
- transport links
- access, for example lifts, step-free access and wide doorframes
If you do not know the answer to any questions, it is OK to say so.
If your requirements change, let the agent know.
Housing: recommended reading
GOV.UK has guides on how to:
They include information on what you:
- can do before you start
- need to consider during the process
- need to know about legislation, for example fees you cannot be charged, deposit caps and tenancy lengths
Warning Renting when you have a guide dog, service or assistance animal
Reasonable adjustments can make accommodation accessible for you. The Equality Act 2010 says it is unlawful to refuse accommodation based on disability.
If you have a guide dog, service or assistance animal, you have a right to reasonable adjustments so you can live in a property. This could include changes to a ‘no pets’ policy or clause in a tenancy agreement.
The agency and landlord cannot charge you more rent or additional cleaning fees for an animal.
Questions to ask an estate or letting agent
Asking questions can help you find the best property for your needs. These will be different if you are renting or buying. You can ask as many questions as you need throughout the process. You can ask:
- through email
- over the phone
- in person
If you are renting, you might want to know:
- how much you will need to pay, for example rent, deposits and fees
- who manages the property
- how long the contract is
- who to contact in an emergency
- if you can decorate
- if a property is furnished, part-furnished or unfurnished
Which? has a list of questions to ask when renting a home.
If you are buying, you might want to know:
- what is included in the sale, such as furniture
- what is the minimum price the seller will accept
- how much is Council Tax and other utility bills
Which? has a house viewing checklist.
Warning Keep records
Keep records of any emails or letters you send or receive. This can help if:
- you need to check something, like timescales
- there is a disagreement about what someone said
It is also a good idea to take notes from phone calls or meetings.
You can:
- take notes during a meeting
- ask someone else to take notes for you
- record the meeting on your phone but you must get everyone's permission before you do this
How to record audio on your mobile phone (wikiHow)
If you speak to someone on the phone, ask for their name and job title and write it down in your notes.
Agency mailing lists
When you join an agency:
- they will ask if they can add you to their mailing list
- you will be able to add your criteria for the type of property you are looking for
- it is unlikely there will be criteria for you to specify any accessibility needs
You will receive emails with properties that match your criteria. Contact the agent if you would like to view a property or find out more information.
You can also ask for a brochure or printed listing. This can be more accessible.
Agents may contact you by telephone. If you prefer email only, you can say so.
If they recommend a property to view, ask the agency to clarify details. This can help you understand if the property meets your needs and avoid making unnecessary journeys to view unsuitable properties.
Keeping in contact
It is OK to contact the agency regularly. This can help build a relationship and remind the agency:
- you are still looking for a home
- your criteria
It may be helpful to keep in contact by going into the agency or through telephone calls. If email is best for you, that is OK.
Property sales techniques
You might be worried about spending more money than you planned or choosing an unsuitable property.
Some agents may:
- create a sense of urgency to force you to make quick decisions
- pressure you to use services they recommend, for example their mortgage advisers, local conveyancers or moving companies
- ask you to pay unnecessary fees or deposits
- make you feel you have made a verbal commitment even if you have not signed a contract
How to spot estate agents’ tricks (Unbiased)
Estate agent pressure selling (MoneySavingExpert)
If you do not want to do something, you can say no. You can ask for more time to decide.
If you agree to something, you can change your mind. For example, you can cancel appointments with mortgage advisers.
If you have paid money for something and change your mind, you may not be able to get your money back
Making a complaint
If you feel you have been pressured into using a service or had a poor experience, you can complain.
Which? has guidance on how to complain.
The first step is to make a formal complaint to the agency.
If your complaint is unresolved, you can escalate your complaint to a redress scheme:
Last reviewed by Scope on: 07/09/2025
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