Real Estate FAQ Examples

Three different people arrive at an agency website asking what looks like the same question. "What do I have to pay up front?" means a deposit and a mortgage arrangement from a buyer, a holding deposit and first month's rent from a tenant, and a commission percentage from a vendor. An FAQ page organised by topic answers all three badly. This article is organised by who is asking: buyers, tenants, then owners letting or selling, followed by the questions that cut across all three.

Before any of it, one constraint that shapes every answer below.

Why almost every answer needs a jurisdiction stamp

Deposit caps, banned tenant fees, notice periods, stamp duty and transfer taxes, cooling-off rights, agency commission norms, who pays the agent, mandatory disclosures, and the documents required to complete a sale all differ by country, and within many countries they differ by region, city or property type. They also change, sometimes with a few months' notice.

An agency FAQ that states a rule as universal will be wrong for part of its audience and will eventually be wrong for all of it. The fix is a sentence you reuse:

"This answer applies to [residential lettings in England and Wales] as at [month year]. Rules differ elsewhere and change; for your own situation, check with [a qualified solicitor or conveyancer / the relevant authority]."

Put that against every answer in these three categories, and put a visible review date on the page.

The practical consequence is that the strongest agency FAQ answers are mostly about your own process, which is entirely within your control and does not expire, with legal matters handled by naming the issue and pointing at a professional.

Buyer questions

Searching and shortlisting

• •How do I register my requirements with you?
• •Will you tell me about properties before they are listed?
• •Can I get alerts, and how often?
• •Why does a property still appear online if it is under offer?

Wording to adapt. "Register your requirements in two minutes [here] and you will get an email the morning any matching property is listed, plus a call from the negotiator handling your area if something comes up that matches closely. We mark properties as under offer within [one working day] of accepting one and keep the listing visible until exchange, because fall-throughs happen and the next buyer is usually someone who saw it the first time. If a seller instructs us to approach registered buyers before listing, we do, and registering is the only way to be on that list."

The last sentence is the reason a buyer registers rather than only watching portals, and almost no agency says it.

Viewings and property visits

• •How do I arrange a viewing, and how soon can I get one?
• •Will the owner be there, and will someone from the agency come?
• •How long does a viewing take, and can I bring someone?
• •Can I view twice, or take photographs and measurements?
• •Can I view in the evening or at the weekend?

Wording to adapt. "Book a viewing [online, by phone on [number] or by replying to any listing email]. We can usually offer a slot within [two working days], including evenings until [19:00] and Saturday mornings. A negotiator attends every viewing; whether the owner is present varies and we will tell you beforehand. Allow [twenty to thirty] minutes, bring anyone you like, including a builder or a family member, and a second viewing is always available before you offer, which we encourage. Please ask before photographing, as it is the owner's home and some decline; measuring is fine. If a property is tenanted we need [24 to 48] hours to arrange access, and we cannot show it without the tenant's agreement."

Buyers ask about photographs expecting a no and get no answer at all. Address it. The tenanted-property delay is the honest explanation for a lead time that otherwise looks like disorganisation.

Offers and the process after one is accepted

• •How do I make an offer, and will you tell me about other offers?
• •Does the seller have to accept the highest offer?
• •What happens once my offer is accepted?
• •How long does the whole purchase take?
• •Can the seller still accept another offer after mine?

Wording to adapt. "Make an offer to the negotiator by phone or in writing, and we will put it to the seller [the same working day]. We will tell you whether there are other offers but not the amounts. Sellers often accept something other than the highest offer, because position, chain, funding and timing matter as much as price, so tell us about yours. Once accepted we send a memorandum of sale to both solicitors and you will need [proof of funds, identification and your solicitor's details] within [three working days]. From acceptance to completion typically takes [period] here, and the single biggest variable is the length of the chain. Until contracts are exchanged, either side can withdraw and the property can legally be sold to someone else; our policy is that we [stop marketing on acceptance / continue until exchange], and we will always tell you where you stand."

That last paragraph is uncomfortable and should still be published. Buyers who learn about the risk from a page handle it better than buyers who learn about it from a phone call at week six, and the typical timeline needs a jurisdiction stamp.

Documents and identification

• •What documents do you need from me?
• •Why do you need identification before I have bought anything?
• •What should I ask to see about the property?
• •When do I get the survey and searches?

Wording to adapt. "Before we can progress an accepted offer we need photographic identification, proof of address and proof of funds, including evidence of the source of any gift or savings. This is a legal requirement on agencies in [jurisdiction], not a preference, and it applies to every buyer. For the property, your solicitor will obtain [the relevant title, searches and certificates for this jurisdiction] and advise you on what they show. We will supply the documents in our possession, including [the energy certificate, floor plan and any seller disclosure form], on request and without charge. We cannot interpret legal documents for you; that is your solicitor's role."

Explaining that identification checks are a legal duty, rather than agency curiosity, removes most of the friction from the most-resisted request in the process.

Tenant questions

Renting process and affordability checks

• •How do I apply, and how long does it take?
• •What checks do you run?
• •What income do I need, and will you accept a guarantor?
• •What happens if my application is declined?
• •Can I rent with a pet, or as a sharer, or with housing support?

Wording to adapt. "Apply [online] after a viewing; referencing usually takes [two to five] working days once we have everything. We verify identity, right to rent where required in [jurisdiction], employment or income, previous landlord references and a credit check. The income threshold for this property is [stated as a multiple or an amount], and we accept a guarantor meeting the same threshold where an applicant does not. If an application is declined we will tell you the reason as far as we are permitted to, and you can ask the referencing provider for their report. Pets are decided by the landlord property by property and the listing says where they are considered. We welcome applications from sharers, from people receiving housing support and from self-employed applicants, with [alternative evidence] accepted in place of payslips."

Publish the income threshold. Tenants waste viewings and application fees on properties they could never have been approved for, and the agency wastes the slot.

Holding deposits, tenancy deposits and money up front

• •How much do I have to pay before moving in?
• •What is a holding deposit and is it refundable?
• •How much is the tenancy deposit and where is it held?
• •When do I get the deposit back, and what can be deducted?

Wording to adapt. "In [jurisdiction, as at month year], the maximum tenancy deposit for this property is [cap, expressed as the local rule] and the holding deposit is [cap]. Before move-in you pay [the holding deposit] to reserve the property, then [the balance of the deposit and the first month's rent] before the keys are released. The holding deposit is deducted from your first payment; it is returned if the landlord withdraws or the application fails through no fault of yours, and retained if you withdraw or provide false information, which we will set out in writing before you pay anything. Your deposit is protected in [the applicable scheme] within [statutory period] and you will get the scheme's confirmation. At the end of the tenancy we propose any deductions with evidence from the check-in and check-out inventories; deductions can be made for [damage beyond fair wear and tear, unpaid rent and cleaning to the check-in standard], and never for ordinary wear. If we disagree, the scheme's free adjudication decides. Undisputed deposits are returned within [period]."

Every bracket here is jurisdiction-dependent and some are legally capped, so this answer must name its jurisdiction and its date, and must be re-checked whenever rules change. Writing it as a universal rule is the single most common error on letting agency FAQ pages.

Fees: say what is permitted where you operate

• •What fees do I pay?
• •Is there a charge for referencing, renewal or the inventory?
• •Do I pay anything at the end of the tenancy?

Wording to adapt. "In [jurisdiction, as at month year] the fees a letting agent may charge a tenant are restricted by law. For this property you pay rent, the tenancy deposit and the holding deposit, and nothing else to us at the start. The charges permitted later are [list only those permitted locally, such as a replacement key or a late payment charge at the rate prescribed], each stated in your tenancy agreement with its amount. We do not charge for referencing, for drawing up the agreement, for renewal or for check-out. If anyone asks you for a fee not listed in your agreement, query it with us."

Name only the charges permitted where you operate, with their amounts, and state that the list is complete. "Fees may apply" is both useless and, in a growing number of places, a compliance problem.

Maintenance and repairs during the tenancy

• •How do I report a repair?
• •What counts as an emergency, and who do I call at night?
• •How quickly will something be fixed?
• •Can I decorate, or change the garden?
• •Who is responsible for which repairs?

Wording to adapt. "Report repairs [through the tenant portal or by email to [address]] with photographs, which is the fastest route because it goes straight to the maintenance team and the landlord. Our targets are [same working day acknowledgement], [X working days] for a contractor visit on routine items, and [X hours] for anything affecting heat, water, electricity or security. Outside office hours call [number] for genuine emergencies: no heating or hot water in winter, a leak you cannot stop, loss of power, a door or window that will not secure, or a gas smell. For a suspected gas leak, call [the national gas emergency number] first, not us. Landlords are responsible for [the structure, installations, heating and water systems and appliances supplied]; tenants are responsible for [light bulbs, consumables, garden upkeep where the agreement says so, and damage caused during the tenancy]. Ask before decorating and we will put the request to the landlord in writing, which is usually agreed for neutral colours with a condition about restoring at the end."

Publishing response targets is uncommon and is the answer tenants most want. The split of responsibilities prevents the arguments that generate the most correspondence, and the emergency list converts midnight calls into correctly routed ones.

Moving in, moving out and possession

• •When do I get the keys, and where from?
• •What is the inventory and do I have to sign it?
• •How much notice do I give to leave?
• •What condition does the property need to be in?
• •Can I end the tenancy early?

Wording to adapt. "Keys are released from [office] once cleared funds and the signed agreement are in place, from [time] on the start date. We carry out a check-in inventory with photographs and send it to you; you have [seven] days to comment, and comments carry real weight at the end, so read it. Notice requirements are set by your tenancy type in [jurisdiction] and your agreement states yours; [period] is standard for this property. At the end, the property should be in the condition shown in the check-in inventory, allowing for fair wear and tear, with the garden as you found it and all keys returned. Early release is possible only if the landlord agrees, usually on the basis that you cover costs until a new tenant moves in; ask us and we will put it to them. There is no automatic right to leave early."

Owner questions: letting or selling through you

• •What is your commission, and when is it payable?
• •What is included in the fee, and what costs extra?
• •How long is the contract, and can I withdraw?
• •Are you sole agent or multi-agency?
• •How will you market the property, and how will you keep me updated?
• •What do you charge for management, and what does it cover?

Wording to adapt. "Selling: [X]% of the agreed sale price plus [tax], payable on completion, with nothing payable if the property does not sell. That covers [photography, floor plan, energy certificate, portal listings, accompanied viewings, offer negotiation and progression to completion]. Optional extras are [premium listing, staging, video], priced [here]. Our sole agency agreement runs [period] with [period] notice after that; you may instruct another agent at the end of it. Letting: tenant-find is [fee], full management is [X]% of rent monthly, covering [rent collection, repairs coordination, inspections twice a year, compliance reminders for the certificates required in [jurisdiction], and serving notices]. It does not cover [the cost of works, certificates themselves or insurance]. You get [a weekly viewing report during marketing and a monthly statement thereafter], and a named contact who answers directly."

Owners are comparing agencies on exactly these numbers. Vagueness loses the instruction to whoever was specific. Note whether the percentage includes tax, since that is where most fee disputes start.

Financing: the shape of an answer, and the line you do not cross

Buyers ask agencies about mortgages constantly, because the agent is the person in front of them. An agency FAQ must not give financial or legal advice: not how much someone can borrow, not which lender or product to choose, not whether a rate is a good one, not whether to fix, and not what anything will cost them over a term. In many jurisdictions mortgage advice is a regulated activity, and an unregulated agency giving it is a compliance problem as well as a bad idea. The same applies to tax: transfer taxes, stamp duties and relief eligibility are matters for a qualified adviser.

A good financing answer has four parts and no fifth.

1. What the process involves, in general terms. "Most buyers get a lender's agreement in principle before viewing, which is an indication rather than a commitment, then make a full application once an offer is accepted. The lender will value the property, which can come in lower than the agreed price, and the formal offer follows."

2. What you need from the buyer and why. "We ask for your agreement in principle and proof of deposit funds when you offer, because sellers use them to compare offers. A buyer with funding evidence in place is frequently chosen over a higher offer without it."

3. Where to get advice, by category. "For how much you can borrow and which product suits you, speak to an independent mortgage broker or your bank. For taxes and duties on the purchase, and for anything in the contract, speak to a solicitor or conveyancer and an accountant. We can give you names of local brokers and solicitors we see work well; you are free to use anyone, and we will tell you if we have a referral arrangement with them."

4. The boundary, stated plainly. "We are not financial or legal advisers and cannot advise you on borrowing, rates, tax or contract terms. Nothing on this page is advice on your own circumstances, and figures mentioned anywhere on this site are illustrative. Rules on taxes, duties and reliefs differ by jurisdiction and change; check the current position with a qualified adviser before relying on it."

What to leave out: current interest rates, any affordability multiple presented as a rule, a stamp duty or transfer tax calculator you will not maintain, a statement about tax relief eligibility, and the phrase "you should be able to borrow around". If you publish a repayment calculator, label it illustrative, state its assumptions and do not let it display an eligibility verdict.

Disclosing a referral arrangement is worth doing even where disclosure is not mandatory, because buyers assume one exists and the disclosure costs you nothing.

Neighbourhood questions, which are not really FAQ questions

• •What are the schools like, and what is the catchment?
• •How is the commute, and what is parking like?
• •What is the area like in the evening?
• •What is nearby: shops, a surgery, a gym, a park?
• •Is anything being built next door?

Agents answer these on every viewing and in every follow-up call. Two of them belong in a published answer and three do not.

Publishable, because they are stable facts: walking times to the station, the shops and the park; the parking arrangement on the street; the named schools in the vicinity. On catchments, give the authority's own checker rather than a claim, because catchment boundaries move and a buyer who relied on an agency's assertion will say so loudly. On planning, say what you have been told and point to the local authority's register as the source, rather than asserting that nothing is planned.

Not publishable in a fixed FAQ, because they change and depend on the person: what the area is actually like, where to eat, what is on, which end of the park is better on a Sunday. These are the answers that sell neighbourhoods, and they are the ones agencies repeat verbally and then lose. For an agency with a lot of relocating or overseas buyers, letting people search those for themselves, by location and category, is more useful than any paragraph of area description. Answrii's Explore view works this way for local guides, events, businesses and local experts, with distance and a directions hand-off; nearby external places appear alongside those entries in the same search, which matters most for an agency whose buyers do not know the area. Those external entries carry a name, a category, an address and a distance rather than opening hours or reviews. Finding useful places through local guides near you shows it from the visitor's side.

Assembling the page without making it a legal document

• •Three sections, labelled by audience. Buying, renting, and letting or selling with us. Readers self-select instantly and you avoid answering one question three contradictory ways.
• •Your process first, the law second. Process answers are specific, useful and never go out of date. Legal answers need stamps and maintenance, so keep them few and point outward.
• •One review date, visible. "Last reviewed [month year]" on the page, with a note that rules change.
• •Every figure in one maintained block. Fees, thresholds, caps, response targets and timelines. One owner, reviewed when anything changes locally.
• •The same answers in the places people are already standing. Property particulars, the viewing confirmation, the offer acceptance email, the tenant welcome pack. A QR code on a board or in a window gets the viewing and application answers to someone looking at the building on a Sunday when the office is shut.

If you are starting from nothing, how to create an FAQ page covers the structure, and the FAQ generator will draft a first version from your terms of business, tenancy documents and listing templates, which is faster to correct than to compose. Whatever drafts it, a local solicitor or compliance adviser should read the legal answers before they go live.

Frequently asked questions

Should buyer and tenant questions share one page?

Only if they are clearly separated by audience headings. The same question has different answers for each, and a page that mixes them produces exactly the confusion the FAQ was meant to prevent. One page with three labelled sections works; one undifferentiated list does not.

How do we write deposit and fee answers if we operate in more than one country?

One answer per jurisdiction, each labelled, with a chooser at the top of the section. Not a single answer hedged to cover both, which ends up accurate for neither. If that feels heavy, it reflects a real complexity rather than a presentation problem.

Is it risky to publish how long a sale usually takes?

Publish it as a typical range with the main variable named, usually chain length, and it manages expectations rather than creating a promise. Omitting it does not stop buyers forming an expectation, it just means they form one from somewhere else.

Can we say a property is "ideal for families" or "a great investment"?

Keep subjective marketing out of the FAQ. An investment claim in particular edges towards financial advice and attracts a different standard of scrutiny than listing copy. The FAQ's job is factual answers; sell in the particulars.

What should an agency do when a buyer or tenant asks for advice we cannot give?

Answer the process half, name the category of professional who handles the rest, and offer names without pressure. Said once in writing, it reads as competence rather than deflection, and it is also the answer that protects you.

How do we keep tenant-facing answers current when the law changes?

Keep every legally dependent figure in one block with a jurisdiction label and a date, and set a calendar reminder tied to how often rules change where you operate. The agencies caught out by a fee ban or a deposit cap are usually the ones whose answers were spread across thirty pages with no owner.