Estate agents across the UK are responding to market pressures by diversifying service offerings, implementing artificial intelligence tools and streamlining operations, according to research from The Guild of Property Professionals.
The findings, drawn from six regional meetings across Cornwall, Exeter, Bristol, the wider South West and Cardiff, reveal agents are facing changing consumer expectations, increased stock levels and reduced buyer urgency.
Valuations and transaction delays
Members reported growing numbers of vendors arriving with valuations generated by property portals, online tools and AI systems. This shift is requiring agents to focus more heavily on explaining local market conditions, pricing strategies and the full costs of moving, rather than simply providing headline valuations.
Transaction times have emerged as a consistent concern, with members reporting deals taking between 16 and 20 weeks in some cases. Agents are implementing practical measures to address delays, including enhanced information gathering at instruction stage, improved Memorandums of Sale, seller checklists, proactive communication, regular pipeline reviews and stronger chain management.
Some members are exploring exchange-ready processes that consolidate key information earlier in the transaction, aiming to reduce uncertainty and accelerate the journey from offer to completion.
Service diversification
Agencies are examining ways to provide value throughout the moving process beyond traditional commission from completed sales. Services under consideration include premium marketing, photography and video production, conveyancing and mortgage referrals, surveys, legal and sales packs, auctions, probate, vacant-property services and removals.
Several members are developing tiered service packages that offer consumers varying levels of marketing and support, with emphasis on transparency and demonstrating value. This diversification mirrors broader trends in the property sector, where landlords are also seeking to maximise returns through strategic portfolio management.
Technology adoption
AI featured in almost every regional meeting, with agencies moving beyond experimentation towards practical applications. Current uses include generating property descriptions, emails, social media content, video scripts and administrative tasks. More advanced applications include call transcription, automated task creation, vendor reporting, workflow automation and internal knowledge systems.
Members noted consumers are increasingly using AI for property valuations, legal questions, landlord and tenant issues and general property advice. Social media and video content are becoming more important as agents seek to establish themselves as trusted local information sources rather than relying solely on portals for enquiry generation.
Iain McKenzie, Chief Executive of The Guild of Property Professionals, said: “The market is challenging, but it is certainly not broken. What is changing is the way agents need to operate. Consumers are more informed, have greater choice and increasingly expect value and transparency from the businesses they use.”
The findings suggest the estate agency sector is undergoing structural changes as market conditions remain uncertain and consumer behaviour evolves. The Guild of Property Professionals is conducting 20 regional meetings in total to assess how members are adapting to current market conditions.
