The 24-hour rule: What sellers now expect from estate agents

Home sellers now expect estate agents to respond, provide updates and take action within 24 hours at almost every stage of the sales process, according to new research from Street Group.

The survey of 1,830 current and recent home sellers found that expectations for fast communication extend well beyond the initial enquiry, with sellers increasingly expecting prompt updates on viewings, buyer interest, offers and sales progression.

According to the research, 85% of sellers expect an estate agent to respond to an enquiry about selling their home within 24 hours. One in five believe anything longer than four hours is too slow, while only 4% would accept waiting more than two working days.

Expectations remain high once a property is on the market. Nearly 80% of sellers expect viewing feedback within 24 hours, including 12% who expect it within four hours.

When prospective buyers raise questions or express interest in a property, 82% of sellers expect to be updated within a day, while almost one in three (30%) believe they should hear from their agent within an hour.

Offers prompt the greatest demand for speed. Almost two-thirds (63%) of sellers expect to be informed immediately or within an hour of an offer being received, while 96% expect to be notified the same day.

The research also found that communication remains a priority during negotiations. More than a third (35%) of sellers expect at least one update every day, while a further quarter are satisfied with updates every two to three days. Just under a quarter said they only wanted to be contacted when there had been significant progress.

The demand for timely communication continues after a sale is agreed. More than 63% of sellers expect responses to questions or requests for updates on the same working day, while 85% expect a reply within 24 hours.

Street Group said the findings reflect the growing influence of consumer expectations shaped by digital services, where rapid responses and real-time updates have become standard.

Heather Staff, co-founder of Street Group, commented:”The data paints a very clear picture. Sellers increasingly expect estate agents to operate on a same-day timescale.

“Across almost every stage of the sales journey, the expectation is that communication happens within 24 hours. In many cases, sellers want updates within just a few hours.

“These expectations have been shaped by the wider digital experiences people have in their everyday lives. Consumers are used to receiving instant confirmations, real-time notifications and rapid responses from the businesses they interact with.

“For agents, delivering that level of service consistently can be challenging when teams are managing multiple transactions and competing priorities. However, communication has become a key part of the customer experience and a major factor in building trust.”