Property agencies are being urged to review their lone‑working procedures after the 40th anniversary of estate agent Suzy Lamplugh’s disappearance brought renewed attention to the hazards faced by staff who work alone.
New guidance from Propertymark
Propertymark has updated its personal safety and lone‑working guidance for agents. The document outlines steps such as conducting risk assessments, providing staff training, using check‑in systems and establishing clear reporting protocols for incidents. The agency says that lone working remains a routine element of daily operations, with professionals across sales, lettings, commercial property, auctions and inventories regularly conducting viewings, valuations, inspections and other appointments without a colleague present.
The refreshed guidance advises employers to assess risks based on the specific task, its location and individual circumstances. Staff should be involved in developing and reviewing the procedures. Factors to consider include prior threats or disputes, isolated settings, weak mobile coverage, out‑of‑hours appointments, unexpected visitors and known hazards at the property.
Training is expected to cover recognition of warning signs, response to changing situations, conflict management and safe withdrawal when needed. Workers are encouraged to feel empowered to end or rearrange appointments if they feel unsafe. Propertymark also recommends that agencies maintain records of where lone workers are, who they are meeting and the expected check‑in times.
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Procedures for missed check‑ins and equipment failures
When a check‑in is missed or an alarm is triggered, agencies must have a predefined response plan.
Prompt action saves lives.
The guidance stresses regular testing of equipment and emergency arrangements, as well as having alternatives ready for scenarios where devices fail or mobile coverage is unavailable.
In addition, the document calls for structured processes that allow staff to report violence, threats, stalking, harassment and near‑misses. After an incident, agencies should provide practical and wellbeing support to affected employees.
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. It is a profoundly important issue that must never be overlooked or forgotten, and one that everyone has a collective responsibility to understand.”
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While the updated guidelines aim to tighten safety nets, the real test will be how consistently agencies adopt them. Some firms may find the additional paperwork burdensome, especially smaller offices with limited resources. However, the potential cost of an incident—both in human terms and reputational damage—can outweigh the effort required to implement robust procedures.
Suzy Lamplugh vanished on 28 July 1986 after leaving her London office for a work appointment. Her parents, Diana and Paul Lamplugh, later founded the Suzy Lamplugh Trust to promote personal safety and raise awareness about stalking. The tragedy continues to serve as a reminder of the vulnerabilities inherent in lone working, particularly in an industry where agents often meet strangers in unfamiliar environments.
Property agents who fail to adapt may face increased scrutiny from regulators and insurers. The guidance does not prescribe a one‑size‑fits‑all solution but instead encourages a tailored approach that reflects each agency’s operational realities. By involving staff in risk assessments and ensuring clear lines of communication, agencies can better anticipate and mitigate potential threats.
Overall, the updated lone‑working guidance seeks to embed a culture of safety across the property sector. It emphasizes that protecting agents is not merely a compliance exercise but a fundamental responsibility that benefits clients, employers and the broader community alike.
