Code of Conduct

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We understand that considering a move in later life can be full of emotional, logistical and financial concerns.  We take our role supporting older movers seriously and value the trust you place in us.

We act as consultants to the whole moving journey with the objective of supporting our clients to make informed decisions that are right for them and their next chapter.  

We follow the Property Ombudsman Code of Conduct for estate agents which sets out how we act as Estate Agents in relation to marketing, client contact, offer negotiations, after sales and much more.  In addition to the Property Ombudsman code of conduct (a link to which is at the bottom of the page) we have created this Tuners Oak Code of Conduct.

1. Everything starts with a conversation. We will happily chat to you without obligation and without any sales pitch.  Our first chat allows us to get to know each other a little and break the ice. This chat can be five minutes or 30 minutes, it's up to you. 

2. If you wish to move forwards and instruct us to carry out a Home Review and/or instruct us to market your home for sale we will provide you with our terms in advance and discuss them with you before moving forwards.  They are designed to be easy to understand and jargon free (let us know if they're not - we value your feedback).

3. We follow up all face-to-face or online meetings with clients in writing (either electronically or by post depending on the client's preferences)

4. We will share information, reports and updates with relatives/representatives with the express permission of our client.  We will only take formal instructions from our client unless there is the correct authority in place to take instructions from a third party.

5. We appreciate how difficult it can be when a loved one is not close by. We will happily conduct an initial video conversation with relatives/representatives so you can get to know us a little. Once we have visited a client we will conduct a follow up video call with the permission of our client, and are happy to do so throughout the time we are supporting our client.

6. Our purpose is to empower you to make life better - for our clients, for our team and for our wider community. We use our purpose as a North Star to guide our decision making and do not take short term decisions that do not align with our purpose. We follow the Blue Print For Better Business principles. A link to these can be found at the bottom of the page.

7. All Turners Oak client-facing team members have enhanced checks carried out by the Disclosure and Barring Service - a Government service checking the history of potential employees. Details of the DBS service can be found at the bottom of the page.

8. All Turners Oak team members will undertake the Consumer Vulnerability in Later Life training developed by the Society of Later Living Advisors (SOLLA) in collaboration with Just and will adhere to our vulnerability policy.

9. All Turners Oak team members agree to conduct themselves with honesty, integrity, professionalism, empathy, transparency and courtesy at all times.

10. When marketing a home we will create a bespoke marketing and communication plan that suits the circumstances of our clients. We can conduct viewings at certain times and ensure that you are fully aware and in control of who is coming into your home.  We will keep you fully up-to-date throughout the marketing of your home and return calls and emails the same day.

11. When working with Representatives/Attorneys/Deputies/Executors we will create a bespoke marketing and communication plan that works for them bearing in mind their responsibilities and circumstances. 

12. When marketing a home our role is to get the best price from the best buyer. Our marketing ensures we present your home in its best light. We use professional photography and can utilise CGIs and other tools if marketing a vacant property of one requiring considerable updating. We ensure that we fully understand and have confirmed the financial position of any potential buyer and present this information to you so that you can make informed decisions about whether to accept an offer or not.

13. We work with trusted solicitors and others that support the sales and aftersales service.  We are happy to recommend these partners to you. Unlike the vast majority of estate agents we do not accept a referral fee for introductions to solicitors or financial advisors and do not incentivise our team to recommend them. We recommend them because we believe they will provide a great service to our clients. 

If you would like further information on the resources mentioned:

The Property Ombudsman code of conduct can be found here 

The Blueprint for Better Business Principles can be found here

Details of the Disclosure and Barring Service can be found here