Propertymark is urging estate and letting agencies to strengthen their lone-working procedures four decades after the disappearance of estate agent Suzy Lamplugh.
Lamplugh was 25 when she left her London office to attend an appointment on 28 July 1986 and never returned.
Her parents, Diana and Paul Lamplugh, subsequently established the Suzy Lamplugh Trust, which campaigns and provides education around personal safety, stalking and harassment.
Propertymark has now refreshed its guidance to help property agencies assess risks, protect employees and develop a workplace culture in which staff feel able to cancel or leave appointments they consider unsafe.
AGENCY ROLES CARRY LONE-WORKING RISKS
Sales, lettings, commercial, auction and inventory professionals regularly conduct viewings, valuations and inspections alone. Employees may also work without nearby colleagues in agency branches.
Propertymark says risk assessments should consider the type of work, location and circumstances of the individual employee.
Potential warning signs include previous threats, ongoing disputes, isolated properties, weak mobile coverage, appointments outside normal hours, unexpected attendees and known hazards within buildings.
Staff should receive training to recognise warning signs, respond to changing situations, manage conflict, raise an alarm and safely end an appointment.
MISSED CHECK-INS REQUIRE ACTION
Agencies are advised to maintain a reliable record of where lone workers are, whom they are meeting and when they are expected to report back.
Procedures should specify what colleagues must do if a check-in is missed or an employee activates an alarm.
Safety equipment and emergency systems should be tested regularly, with alternative arrangements available where a device fails or mobile reception is unavailable.
Businesses should also provide a clear process for reporting violence, threats, stalking, harassment and near misses, alongside practical and psychological support for affected employees.
SAFETY MUST NOT BE FORGOTTEN
Kim Lidbury (main picture, inset), ARLA Propertymark president, says: “Suzy Lamplugh’s plight remains something that will forever resonate within the housing sector, the tireless dedication of her parents over many years and the ongoing work of the Suzy Lamplugh Trust commands the utmost respect and empathy.
“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.”
