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Toolkit training is crucial to compliance and customer service

Tuesday 16 June 2020

Propertymark urges all agencies to give their staff robust training on how to use the Sales Protocol Toolkit, as clients look to the market after lockdown.

The toolkit has been widely adopted and is used by Propertymark members as a key process in working with a vendor to prepare a property for sale. It is crucial, however, that the toolkit is used correctly and consistently, both to gain the most benefit from it, and to meet legal obligations.

Not just a pack, but a process

The Propertymark Sales Protocol Toolkit is designed to speed up the buying and selling process, increase cash flow and commission, give transparency and certainty as well as winning instructions. Training staff and making them fully aware of the Property Information Questionnaire (PIQ) in particular will allow agents to build trust both among staff and with clients.

Compliance and customer care

Working through the Property Information Questionnaire helps agents to work with vendors to gather the property particulars, making sure that all issues are identified early, the vendor is aware that the agency is diligently taking care of them, and that the property is fully ready for sale. 

Propertymark has reported on past cases where disputes on material information have caused significant legal issues further in the process and even after sales. Consistent implementation and encouraging staff to work closely with vendors to gather and verify information will help to ensure that agencies meet their obligations under the Consumer Protection Regulations 2008

Quote mark

Downloading the PIQ is not the whole solution, but just the beginning. The conveyancing sector will only move towards adopting a completed PIQ without the need for a TA6 if they believe the answers are accurate and reliable.  Vendors move rarely and may be unfamiliar with the issues and terminology. To get the benefit, agents must invest time in following the process clearly and consistently with all vendors.

Mark Hayward

NAEA Propertymark Chief Executive

Taking the time to go through the information with vendors at the start of the process will also help to minimise fall through as buyers have all the information up front. This information should then be readily available and used by all staff who deliver viewings for the property.

Time to train, ready to implement

Agencies still in lockdown may use the time to train staff, ready for when lockdown lifts. For those already returning to business, it is more important than ever to use the toolkit to make sure that all relevant information is collected to ensure that only serious, sale-ready vendors are ready to go ahead.


The toolkit is available to download from the NAEA Propertymark website.

 Download the toolkit  Toolkit webinar