When A Buyer Tours Your Home Without An Agent
A reader sent me a note that made my blood boil. Their listing agent promised to be present at every showing because the home has a complicated layout with a huge attached barn and hidden spaces. Yet the Ring camera captured a family arriving, opening the lockbox, and touring the home alone. The seller now lives 500 miles away. Now they are worried that strangers have the code and that the house may not have been secured.
They have every right to be upset. Allowing unaccompanied buyers inside is a serious breach of basic practice. Most multiple listing services and lockbox agreements forbid giving access to anyone who is not an agent or who is not being escorted by an agent. It creates safety issues, privacy risks, and potential liability for everyone. At a minimum it violates the spirit of professional standards and the promises you were given.
Why Unaccompanied Access Is A Problem
- Safety and security. Theft, injury, or damage can occur, and there is no professional on site to supervise or to lock up.
- Liability. If someone gets hurt or if something goes missing, the mess lands on you and your broker to sort out.
- Condition control. No one is checking doors, windows, lights, water, pets, or alarm systems after the tour.
- Agency promises. If your agent said they would attend every showing, they need to honor that or reset expectations with you in writing.
What To Do Right Now
- Freeze access until you get answers. Ask your real estate agent to pause showings for 24 hours while you sort this out.
- Get the lockbox log. Electronic boxes record who opened them and when. Ask for the full audit trail for the day in question. If it was a mechanical combo box, change the code immediately.
- Change the entry credentials. Update the lockbox, garage keypad, and alarm codes. If there is any doubt, rekey exterior locks.
- Require accompanied showings only. Your real estate agent should update the listing instructions to state that all showings are escorted by the listing agent. The showing service should reject any request that does not meet this rule.
- Put it in writing. Add a written addendum to your listing agreement that your real estate agent will be present for every showing and for all access by inspectors, appraisers, contractors, and photographers.
- Ask for a plan. Your real estate agent should explain how this happened, how they will prevent a repeat, and how they will personally secure the property after every visit.
- Escalate if needed. If you do not get a clear explanation and a plan, contact the managing broker. You can also speak with the local association and the state licensing department about lockbox misuse and access violations.
- Document everything. Save your Ring footage, texts, and emails. Keep a short incident log with dates and names.
- Consider supervised alternatives. For complex or rural properties I often recommend scheduled open windows with the listing agent on site, rather than scattered individual showings.
Remote Seller Checklist I Recommend
- Require an electronic lockbox with a digital audit trail.
- Limit access to daylight hours unless you approve a specific evening slot.
- Have your agent send a quick after showing report that confirms the home is locked, lights are off, heat or air is set correctly, and pets are safe.
- Ask for weekly code changes on any keypad.
- Keep a trusted neighbor or property caretaker on call who can swing by if an issue pops up.
When Is It Time To Move On
If your real estate agent allowed unaccompanied access or cannot explain how it happened, that is a serious trust issue. One mistake followed by a clear plan and strict controls may be redeemable. A second lapse is grounds to end the listing. Your safety and your property come first.
My Take
This situation is preventable. Clear instructions, the right lockbox, and an agent who takes showing security seriously will protect you. If your home has unusual spaces, the listing agent’s presence is not a nice to have. It is part of the service.
Need A Hand
If you are facing a similar problem and want a second opinion, send me a note. I am happy to review your showing setup and help you script a conversation with your agent or their broker. If you decide you want a new partner, I can introduce you to a vetted real estate professional in your market who treats access and safety with the care it deserves.
