Authority checks before sharing real estate client details

The decision to make first

Someone may claim to be a client’s relative, assistant or adviser and ask the public receptionist for information about an ongoing matter. Keep the initial response limited to taking a message and use the team’s approved authorization process before any restricted information is shared.

What the handoff should contain

Record the caller’s stated relationship, intended recipient, callback and broad reason without confirming whether a named person is a client.

Suggested wording to approve

Example wording: “I can pass a message to the team using the details you provide. They will determine the appropriate response through their normal authorization process.”

Test the difficult case

Test a family member, a claimed assistant and a caller who knows a property address but has no verified authority. Do not confirm client status, negotiation activity or private contact details merely to be helpful to a caller who sounds familiar.

Worked example

Fictional example: A caller says they are a client’s assistant and knows the client’s name and property address. The public response should not confirm client status or disclose transaction details. It can take a message with the stated relationship for staff review, keeping the authorization claim separate from any verified permission to receive information.

Review it in operation

Review these requests for unnecessary disclosures and make sure the staff handoff does not convert a claim of authority into an established fact.

Check before you launch

• Keep the initial response limited to taking a message and use the team’s approved authorization process before any restricted information is shared.
• Record the caller’s stated relationship, intended recipient, callback and broad reason without confirming whether a named person is a client.
• Test a family member, a claimed assistant and a caller who knows a property address but has no verified authority.
• Review these requests for unnecessary disclosures and make sure the staff handoff does not convert a claim of authority into an established fact.

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