In 2004, the average attention span for an adult on a screen was 2½ minutes. Today it has dwindled to a mere 47 seconds. This reduction in attention span sheds light on the difficulties agents face when trying to get their clients to complete extensive, often paper-based forms and ID checks.

The current manual back-and-forth dance to obtain answers is maddening. With additional compliance rules on the horizon, it’s high time to prioritise the customer experience and transition from the world of pen and paper to clicks and convenience.

Earlier this month, I attended The Law Society’s National Property Conference. It was confirmed that both parts B and C of the new listing rules will simultaneously come into force next month. The new rules will require agents to collect even more information from their sellers on things such as utilities to parking and even broadband availability.

Pre-listing compliance requirements:

• Land Registry Title Deed
  • If leasehold: all lease documentation
• ID and AML check completed for each official owner
• Comprehensive Property Information Questionnaire:
  • Utilities
  • Parking
  • Broadband information
  • As well as any other material information i.e. Japanese knotweed
• Valid EPC Certificate

Agents must now grapple with intensifying demands for comprehensive data, spending more of their time on admin, and less time on their primary role, helping their clients to buy and sell homes.The intensifying demand for comprehensive data from regulators, and soon also property portals, raises the question: how are estate agents going to collect all of this information?

To do this, customer experience and education are now paramount. A flurry of forms via email or post simply won’t cut it. Instead of diving headfirst into the overwhelming abyss of a full-scale industry-wide digital transformation, we should take a step back. Rather, it’s time for agents to explore practical solutions to streamline their own processes, minimising the back-and-forth and making life simpler for all parties. The solution lies in adopting an end-to-end digital process which customers are incentivised to complete, and most importantly, understand why they need to complete it.

Agents are continually reminded about the importance of having a robust process in place for ID and AML documentation, but the same level of diligence is now required for other documents, such as the property information questionnaires (PIQ), title deed, lease, EPC certificate and more. Ensuring the accuracy and completeness of these documents is imperative because it directly affects an agent’s ability to quickly list properties and perform their primary role, selling homes. With the advent of the new listing rules, this will only become more important.

While there is discussion of a future where data originates from a ‘single source of truth,’ agents will often still need to do the groundwork. Currently, it’s unclear where data can be sourced to verify specific details like whether a property has oil-fired heating or a carport over the driveway. The truth of the matter is, it remains up to the seller to provide this information. Therefore, agents should contemplate the digitalization of their own processes to simplify tasks, save time, and provide customers with a process which they will be more inclined to complete quickly.

The financial impact of compliance issues is significant, even if agents avoid HMRC fines for non-compliant onboarding. The hours spent chasing sellers and property listing delays add up to missed sales and opportunities for digital solutions. A digital process can streamline information gathering, making it as straightforward as listing a property on Airbnb. As technology evolves and consumer expectations change, agents must adapt by exploring more efficient ways to meet compliance requirements and enhance their clients’ experience.

It’s not a complete digital overhaul but a fundamental shift that agents should embrace to remain competitive in the 21st century. Wouldn’t you like to stop trying to decipher blurry scans of passports and deciphering handwriting in forms. It’s an investment that will pay off in the long run.

It’s time for estate agents to make the transition from the pen-and-paper era to the world of clicks and convenience. A digital process can streamline the information-gathering process, making it as easy as listing a property on Airbnb. The aim is to let agents catch up and leave the paper-based world behind.

Hannah Nicholson is founder of MoveGenius.