A growing number of property sellers in England are encountering difficulties when attempting to list their homes due to estate agents’ demands for specific forms of identification and digital verification methods. Individuals without passports, driving licences, or smartphones report being denied services by agents citing requirements linked to anti-money laundering regulations.
One seller, who is visually impaired and does not own a passport, driving licence, or smartphone, told of contacting 21 estate agents without success. Several initially agreed to represent the sale, only to later withdraw after requesting photographic identification and insisting that identity verification be carried out through smartphone-based digital platforms. The seller described being left unable to proceed with placing their property on the market.
Under current regulations, estate agents must verify the identity of property sellers to prevent money laundering. However, the law does not explicitly mandate the use of passports, driving licences, or smartphones for this purpose. While the real estate industry has increasingly adopted digital identity verification services, critics warn that these processes can inadvertently exclude people who lack access to standard ID documents or digital devices.
Experts note that alternative verification methods do exist, such as manual checks of official documents or other identity proofs, though these may require more time and effort from agents. Consumer advocates emphasize that no one should feel compelled to obtain a passport or smartphone solely to sell their property.
Mortgage specialist Sam Wilson remarked that if an agent refuses to consider reasonable alternative identification methods, consumers should request an explanation and inquire about manual verification options. Sellers encountering noncompliance can pursue complaints through estate agents’ internal procedures, escalate issues to the relevant property redress scheme, or seek clarification from industry bodies such as Propertymark, which provide guidance on acceptable identity verification practices.
The situation underscores wider concerns about the growing reliance on digital-only processes in property transactions and financial verification, which can inadvertently create barriers for certain groups. Industry stakeholders are urged to ensure accessibility by maintaining practical alternatives, preventing the exclusion of individuals without standard photo IDs or smartphones from essential services.