by Paul Cowhig, Advisor, Professional Standards
It’s time to talk about lockbox rules again. In my opinion, this is one of those areas where we cannot be too careful. The stakes are so high that any misuse of lockboxes is potentially a big problem.
The rules around the use of lockboxes are straightforward so there’s no reason for confusion around what members can and cannot do. Read carefully section 10 of the Rules of Cooperation on SentriLock terms and conditions, because if you end up in front of the Professional Conduct committee for breaching the lockbox rules, you may not like the result.
The penalty is generally swift and harsh, which it should be. Think of your reputation and the impact if you were the one who caused all Realtors to lose the privilege of using lockboxes on people’s homes.
Let’s summarize the rules:
Section 10 – Lockboxes and Access Cards:
- Access cards are issued for your exclusive use and can never be shared or loaned out.
- Beware of one-day showing codes. The Seller’s written authorization to place the lockbox on their property allows for you to give a one-day code to another Realtor. For anyone else, such as an appraiser or home inspector, you must have additional one-time, date-specific, written authorization from the Seller before you do it. Personally, I wouldn’t give out a one-day code. Some Brokerages have a policy prohibiting one- day codes, so check with your Broker.
- All BC licensees that belong to a real estate board are entitled to use lockboxes within the rules that apply.
- Check every listing before a showing in case there are specific restrictions or instructions for lockbox use imposed by the seller.
- If the digital record shows you are the last person to access the lockbox and the keys go missing, you are responsible. Return them immediately so you won’t forget and in case someone else wants to show the property right after you.
- Remember, this is someone’s home. Turn out the lights, ensure all doors are locked and turn the alarm back on if you turned it off. Leave the property exactly how you found it. Failure to do so shows disrespect to the seller and reflects badly on all of us.
- Lockboxes can be bought and sold between members. If you’re leaving the business or just aren’t using them, you can sell your lockboxes. Just be sure to contact the Board and transfer ownership, to facilitate use by the new owner.
- Remember to never use a lockbox to access a property unless you have a confirmed appointment.
Lockboxes and Unlicensed Assistants:
What about lockboxes and unlicensed assistants? The permissions for use by an unlicensed assistant are not the same as they are for you. The difference is, they can only open your lockboxes, no-one else’s.
- Under no circumstances may your assistant access any lockbox that belongs to another agent.
- Your assistant may place or remove your lockbox.
- They are not permitted to show a home to a buyer using their own lockbox key.
- They may access the key to your lockbox to facilitate showings by other licensees.
- They may provide access for a third party, such as an inspector or appraiser but again, only if you have written permission from the Seller for a specific purpose if a Realtor is not in attendance
It’s worth remembering that every aspect of showing a home is, for lack of a better word, delicate. Again, this is someone’s home. We are guests and it can be very easy to offend someone. Everything is personal to the home owner. Many Sellers are already in a state of heightened anxiety. Even little things like a bit of mud in the entry, or a light left on, is potentially offensive if the owner is sensitive to it.
We need to guard against becoming too casual about things we routinely do so we do not lose sight of what matters to our clients – not only what matters to your client – but to each others’ clients, because what each of us does reflects on all Realtors.
But you know that don’t you?