Now that all Fraser Valley members are entitled to a SentriCard, it is a good time to review the rules of etiquette and the user agreement that comes with the SentriCard system.
Home invasions involving thefts and assaults are criminal acts. But what about the ‘home invasions’ of REALTORS® and their clients who walk into a seller’s home unannounced to look around?
A few years ago the FVREB received a complaint after a home owner’s daughter got out of bed to find three strangers walking around her house. The trio had been given the access code to the lockbox from their own Realtor, who had no appointment, no consent and didn’t even accompany the clients.
Lockbox risks
Enabling strangers, even if they are clients, to enter a home without the home owner’s permission does amount to a home invasion — regardless of whether the home is listed for sale or not. It jeopardizes the home owner’s privacy, property and safety, which is why it is against the rules of MLS®, the REALTOR® Code of Ethics and the SentriLock User Agreement with the Board.
Realtors who do this are exposing their brokerage and their own business to the risks of criminal charges or civil claims, fines, and license suspension. Though it appears that misuse of lockbox keys is not as frequent in the Fraser Valley as it may be in other boards, the fact that it happens at all is a concern.
SentriLock user agreement
The SentriLock user agreement is very clear in what the rules are. It states that the cardholder must not allow their PIN to be attached to the SentriCard, or disclosed to a third party, nor can it be loaned or borrowed to any person for any purpose whatsoever. If a SentriLock cardholder breaches the user agreement, the Board can impose fines and loss of privileges.
The Board and MLS® are protected from any liability that may arise from a Realtor’s misuse of the SentriLock system. So if there is fallout from giving access to a property without permission, you are on your own.
SentriLock best practices
- Keep the lockbox in your possession or secured somewhere safely.
- Do not adhere your PIN number to the card or the lockbox or disclose it to anyone else.
- Always get confirmed permissions and appointment times from the home owner before allowing access to buyers to view a home. (This applies to the inside or outside of the property — no smelling the roses unless you have permission.)
- Get written authorization from the seller before placing a lockbox on their property.
- Set up card notifications on your smart phone so you can properly manage lockbox access to the home.
- If you are not using the SentriCard app, renew your card as soon as possible after assigning a lockbox to a listing, or before making any customization changes.
- Consider adding an extra code to the lockbox. This can be done on the lockbox itself or through the SentriSmart app on your smart phone.
- Always assign the lockbox to the property when you list it, so that you can track and manage your lockboxes.
- Make sure you check with the management company before placing a lockbox on a condo or townhouse – many strata DO NOT ALLOW lockboxes.
One day showing codes
- Do not give One Day Codes to any individual, firm or corporation under any circumstance, except with the seller’s written permission.
- Do not give out One Day Codes unless you know the licensed Realtor or Appraiser yourself, or you can verify their identity through their office, Touchbase, or ShowingTime.
- Do not leave One Day Codes in an unknown person’s voice mail box, text messaging, email, or paper notes.
Lockbox safety and security checklist
- No unaccompanied access for lockboxes — EVER.
- Be sure to lock all doors and windows (and patio doors) before leaving.
- Make sure any house pets are safe and secure where they’re supposed to be.
- Inform the listing agent immediately if there are problems with the lockbox.
- Return keys to lockbox immediately after the showing.
- If there’s an active security system, make sure you know how to use it.
- Set the alarm before leaving the home.