A survey of 2,000 UK adults has found that 83% of homebuyers and sellers prefer dealing with human estate agents rather than artificial intelligence during key stages of property transactions, according to research commissioned by communications provider Moneypenny.
Only 6% of respondents said they would prefer using AI for critical interactions such as booking valuations or making offers on properties, highlighting continued resistance to automation in high-value transactions.
Acceptance varies by transaction stage
The research revealed that comfort levels with AI technology increase for lower-stakes interactions. Around 31% of respondents indicated they would use AI for general property queries, while 28% would consider it for booking viewings and 18% for arranging valuations.
Support for AI drops significantly for more involved transactions. Only 17% would use AI to chase sale updates, 16% for purchase updates, and 8% for making or accepting offers. Approximately 40% stated they would not be comfortable using AI at any stage of the property process.
Generational divide in AI adoption
Age emerged as a significant factor in attitudes towards AI in property transactions. Nine in ten Baby Boomers said they prefer speaking to a person, compared with 75% of Millennials. More than half of Baby Boomers (53%) rejected AI use entirely in property matters, compared with just 16% of Gen Z respondents.
Around 23% of Gen Z participants said they would be comfortable using AI to make or accept offers, compared with 12% of Millennials and 7% of Gen X. The findings suggest a gradual shift in acceptance that may accelerate as younger demographics become more active in the property market.
Gender and regional variations
The survey identified a gender gap, with 47% of women stating they would not use AI at any stage, compared with approximately a third of men. Men showed greater willingness to accept AI for transactional updates.
Regional differences also emerged, with Scotland, Northern Ireland and the East of England recording the highest preference for human interaction at 87%, compared with 79% in London and Wales. Scotland had the highest proportion (48%) of respondents who would not use AI at all in property transactions.
London, Yorkshire and Humberside, and the South East showed marginally higher acceptance of AI for making or accepting offers, at 11% in each region. The pattern suggests that urban centres with higher property transaction volumes may see faster adoption of AI tools, though resistance remains substantial across all regions.
Jesper With-Fogstrup, Group CEO of Moneypenny, said: “Property transactions are deeply personal, often emotional, and always high-stakes, so it’s no surprise that people still want human reassurance at key moments. While AI is transforming how businesses operate and has a valuable role in handling routine enquiries, it cannot replace the trust built through human interaction.”
The findings come as the property sector increasingly explores AI applications in property technology, though adoption appears to be proceeding more cautiously than in other sectors. The research suggests that estate agencies may need to adopt hybrid models that deploy AI for routine tasks while preserving human contact for critical decision points in property transactions.
