A first-time buyer should never feel embarrassed to ask
By Nick Devonport, Managing Director · England · Reviewed 26 October 2026
The scenario below is illustrative. It explains our approach; it is not a customer testimonial or a report of a completed case.
The first viewing comes with plenty of questions that people worry are too basic. What does leasehold mean? When does an offer become binding? Why does the solicitor need another document? I want our customers to feel comfortable asking all of them.
A moment in the moving journey
Picture a first-time buyer who has saved carefully but assumes the asking price is the whole moving budget. An agent can help them identify the other conversations they need, including independent mortgage, survey and legal advice, without pretending to provide those services themselves.
How our property portal helps
The buying tools within our property portal can support a more structured journey when Sales is enabled. A moving file gives the team a place to keep relevant information together. We can use it as the starting point for a conversation, then record the question that still needs a specialist answer.
The people behind the process
Education is also a team responsibility. If a customer asks the same question twice, I would rather improve the explanation than blame the customer. A short message in plain English may be more useful than sending another lengthy attachment without context.
Your next step
Before your next viewing, write down one question about the home, one about the costs and one about the process. Bring all three. Helping you understand the decision is part of helping you move.
Sales portal journeys described here depend on Sales being enabled on the website. Ask the team which services and tools are available for your move.
Sources checked on 26 October 2026. Legislation, guidance and proposals are distinguished above. General education: the actual property, agreement and circumstances need review; specialist advice may be required.
