When Other Agents Ask for the Keys You’re Holding
It’s a common situation in the property industry:
The owner has entrusted you with the keys so you can conduct viewings without disturbing them. Everything seems simple — until another agent calls.
The conversation usually starts with:
“Hi, I got the owner’s contact. He said to call you for the keys.”
Now you’re caught in the middle. You want to help, but you’re also responsible for the property, the owner’s trust, and your own professional reputation.
So what’s the right way to handle this?
There are two proper approaches, depending on your comfort level and the circumstances.
Option 1: Lend the Key — With Proper Safeguards
If you decide to lend the key, treat it like a formal handover, not a casual favour. Your responsibility doesn’t end when the key leaves your hand.
Here’s the checklist before you lend it out:
- Verify the agent’s identity.
Request their business card, REN tag, and IC (or at least a photo of both). Confirm they belong to a registered agency. - Record everything.
Note down their full name, agency, phone number, and the time they collected the key. You can also use WhatsApp for confirmation to keep a timestamp. - Inspect and photograph the property before lending.
Take photos of the key areas — living room, bedrooms, appliances, and furniture. If anything goes missing or gets damaged, you have proof it wasn’t your fault. - Remind them of property care.
Politely remind the agent to switch off all lights, air-conditioners, and fans after viewing, and to lock all doors and windows before leaving. - Check the property immediately after key return.
Never assume everything is fine — verify. This shows the owner that you take their trust seriously.
This method keeps co-broking professional, protects your accountability, and maintains good relationships in the agent network.
Option 2: Politely Decline to Lend the Key
If you’re uncomfortable or unable to lend the key, you can decline — but always with respect and a valid reason. Avoid sounding defensive or possessive; professionalism is key.
Here are examples of acceptable reasons:
- “Sorry, the key is currently with another agent who’s doing a viewing.”
- “My manager is not around, and I can’t release the key without permission.”
- “We normally accompany all viewings for the owner’s peace of mind.”
Then, always close with a polite tone:
“Really sorry about that — appreciate your understanding.”
This shows courtesy and integrity while still protecting the owner’s property and your professional boundaries.
The Golden Rule: Stay Polite, Always
Whether you lend or decline, your attitude determines your reputation. Other agents will remember how you handle these moments. The industry is small; professionalism travels fast — both good and bad.
Politeness costs nothing but earns respect. Protect the property, protect the owner’s trust, and protect your name.
Final Thought
The key in your hand is more than a piece of metal — it’s a symbol of trust. Every decision you make around it reflects your ethics, your discipline, and your professionalism.
Lend responsibly. Decline respectfully. That’s how trusted agents stay trusted.
