If you’re still hiring in 2026 the same way you were in 2016, it might explain why your agency isn’t growing the way you want it to.

As agency owners, we’re wired to value experience. We look for people who know their Section 21s from their Section 8s, can recite EPC rules without blinking, and handle a Saturday of back-to-back viewings like it’s a stroll in the park.

But what if the person who could take your business to the next level… doesn’t know any of that?

As we enter another year of chronic staffing shortages, the idea that “only experienced agents make good hires” is starting to show its age. Because the best hire you make this year might not come from within the industry at all.

Instead, they might come from retail. Or education. Or a hotel front desk. They won’t bring property knowledge, but they will bring energy, empathy, and a hunger to learn. 

And those three traits are worth their weight in gold right now.

The recruitment squeeze is real

Let’s not sugar-coat it, finding good people is hard. Property managers, negotiators, lettings specialists, whatever the role, there’s a shortage. You’ve probably got a vacancy right now that’s been open for weeks.

Several factors have collided to create a perfect recruitment storm:

+ Burnout and exits: Many experienced agents left the industry post-COVID, worn down by stress and long hours.

+ Low awareness: Property isn’t a go-to career path for school leavers or grads. Most of us got here by accident, not design.

+ The self-employed shift: More agents than ever have gone solo. Good for them, but it’s draining the pool for traditional agencies.

+ Compliance overload: The lettings role is more technical and regulated than ever. You don’t just need people, you need fast learners with sharp attention to detail.

And yet, within this challenge is a huge opportunity: to rethink who we hire and how we train.

Why industry experience is overrated

Don’t get me wrong, experience is valuable. But it’s not the only predictor of success.

Some of the best people I’ve hired never worked a day in property before joining us. They’d never heard of a Memorandum of Sale. They didn’t know what an EPC was. But they came from sectors like hospitality, retail, healthcare and education and brought with them transferable skills that you can’t teach.

They knew how to handle pressure. They knew how to stay calm when dealing with people. And they knew how to organise chaos, because if you’ve ever managed a classroom of 30 kids, trust me, you can manage a property portfolio. 

Most importantly, they came in with no bad habits. Just fresh eyes, good instincts, and a willingness to learn.

Training that actually works

Of course, hiring outside the industry only works if you support those people properly. That means ditching the old “shadow-and-hope” method and building a culture that actually trains and retains.

● Structured induction: Teach the systems, the values, and why they matter. Don’t just throw them a checklist.

● Mentorship: Pair new hires with someone who’s not just experienced, but patient and committed to coaching.

● Formal qualifications: Fund their Level 3 lettings courses or apprenticeships. It builds skills—and loyalty.

● Regular feedback: Don’t wait for an annual review. Meet monthly. Spot gaps early and build confidence.

● Culture of learning: Share webinars. Celebrate progress. Make development part of the everyday, not an afterthought.

It might take a bit of effort up front, but the cost of training is far lower than the cost of turnover.

And in today’s market, keeping the right people is half the battle.

Final thought: Your future team starts now

If your growth plan for 2026 depends on finding seasoned pros who can “hit the ground running”, prepare for a tough ride. 

But if you’re willing to hire for potential, support your people, and build the kind of culture that people want to stay in, then your next superstar might already be out there. 

They just haven’t worked in property… yet.

Rachel Ollington, a former letting agency owner, is a consultant and coach at the Estate Agency Consultancy.