There are risks in proceeding with a prospective tenant who has not viewed the property. Where a prospective tenant cannot get to the property for personal viewing, the agent should suggest that the prospective tenant ask a friend or family member to look on their behalf.

Most genuine prospective tenants view a property and plan to decide whether to take it or not at that meeting. Agents should therefore accompany viewings and, where possible, have as much information about the property as possible to assist with the decision. The agent should arrive in good time and ensure the property can be unlocked and that it is safe to conduct a viewing. The occupier's consent is required in advance if the property is occupied. Where consent is not forthcoming, viewing is not possible. If that happens at short notice, the viewer is likely to expect a refund of travelling expenses at the least.

The common questions relate to the cost of living at the property, so information from the EPC must be offered, as well as the council tax banding. Questions about smoking, pets, sharers, parking and the possibility of extending the tenancy usually arise. It saves time and assists the viewer if the agent can answer these points definitively.

Viewing allows the agent to have face-to-face conversations with the viewer and ask relevant questions, which may assist in the vetting process. Although the viewer may know the agent's procedures for applying for a property, the agent should take that information to the viewing and leave copies with the viewer. An explanation of costs and timings should be given at this meeting if the viewer is interested in proceeding.

An accompanied viewing is a higher-risk activity for agency staff. The agent must risk assess this activity and ensure that staff are safe from harm and lone working policies are in place.

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