Property agencies across the UK are being urged to review their lone-working procedures following the 40th anniversary of estate agent Suzy Lamplugh’s disappearance, which highlighted ongoing safety risks for staff working alone.
Propertymark has updated its personal safety and lone-working guidance for agents, covering risk assessments, staff training, check-in systems and incident reporting procedures. The guidance comes as lone working remains a routine aspect of agency operations, with professionals across sales, lettings, commercial property, auctions and inventories regularly conducting viewings, valuations and inspections alone.
Risk assessment framework
The guidance calls on employers to assess risks based on the work being undertaken, location and individual circumstances, with staff involvement in developing and reviewing procedures. Risk assessments should consider factors including previous threats or disputes, isolated locations, poor mobile coverage, out-of-hours appointments, unexpected attendees and known property hazards.
Staff training should cover recognising warning signs, responding to changing situations, managing conflict and leaving safely when necessary. Propertymark stated that workers should be empowered to end or rearrange appointments if they believe they are unsafe.
Monitoring and reporting systems
Agencies are advised to implement systems recording where lone workers are located, who they are meeting and expected check-in times. Procedures should establish actions to be taken if a check-in is missed or an alarm is raised, whilst equipment and emergency arrangements should be regularly tested. The industry body has also emphasised the importance of structured procedures allowing staff to report violence, threats, stalking, harassment and near misses.
Lamplugh disappeared on 28 July 1986 after leaving her London office for a work appointment. Her parents, Diana and Paul Lamplugh, subsequently established the Suzy Lamplugh Trust to raise awareness of personal safety and stalking.
Kim Lidbury, ARLA Propertymark president, said: “Suzy’s disappearance shocked the nation and remains an event that, to this day, weighs heavily on the minds of those working within property. Raising awareness and tackling issues surrounding lone working and harassment extends far beyond the boundaries of the property sector and must remain at the forefront of people’s minds.”
The updated guidance comes as property agencies continue to expand their operations, with many firms increasing staff numbers and property portfolios. The framework aims to ensure safety procedures keep pace with operational growth across the sector.
