The listing phrases most likely to attract a complaint

Most compliance attention goes on what a listing leaves out. In practice, a large share of complaints against agents come from what the listing says — a specific claim that turned out not to be supportable.

None of the phrases below is banned. Most are perfectly lawful. The question each one raises is the same: if a buyer, a tenant or an enforcement officer asked you to evidence this, could you?

The one that is simply unlawful

"No DSS", "working professionals only", "no benefits". Blanket exclusions based on benefit status were held to be unlawful indirect discrimination on grounds of sex and disability in County Court rulings in 2020. Both major portals prohibit them. Restrictions framed around children, age, marital status or nationality engage the Equality Act 2010 in the same way.

This is not a substantiation question. There is no file note that makes it acceptable. Assess applicants on affordability and referencing, and record the criteria you actually applied.

The ones that need evidence on file

"Chain free" / "no onward chain". A specific factual claim buyers rely on when structuring their own move. Sellers change plans. Confirm it in writing, date the confirmation, and re-check before each portal refresh.

"Within catchment for..." Catchment areas are set annually by the admissions authority. They are not a fixed attribute of an address, and buyers have brought claims after purchasing on this basis. Name the school, give the distance, and say that admission is set annually and is not guaranteed by location.

"Potential to extend, STPP" / "development potential". Readers infer that permission is likely. Where the property is listed, in a conservation area, or under an Article 4 direction, that inference is actively false. State the actual planning position, and name any designation that would constrain an application.

"Approximately 1,200 sq ft". Overstated floor areas are a recurring source of claims, and gross internal versus gross external materially changes the number. State the basis and keep the measurer's record.

"8% gross yield" / "guaranteed rent". Projections must be evidenced and fairly presented, with assumptions and void allowance shown. Drop "guaranteed" unless a contractual guarantee actually exists.

The ones that substitute for a disclosure

"Low service charge" / "nominal ground rent". This is the one to watch, because it looks like disclosure and functions as concealment. Where the figure is known and disclosable, replacing it with a reassuring adjective is a misleading omission — and the adjective is doing work the number would not do.

"In need of modernisation." Fine for dated decor. Not fine as cover for damp, structural movement, or work done without building regulations sign-off. Those need disclosing on their own terms.

The ones that are mostly just weak

"Deceptively spacious." Long discouraged in agency practice guidance, for the obvious reason: it invites the reader to distrust their own reading of the particulars. Give the floor area instead.

"Must be seen to be appreciated." "Early viewing essential." Low legal risk. But both are a signal that the description is not doing its job — if the property has to be seen to be appreciated, the particulars have failed. Replace with the specific thing you want noticed.

"Won't last long." "Last remaining unit." False scarcity is a named unfair commercial practice. Only state it when it is true on the day, and refresh it as stock moves.

A working test

Before publishing, go through the listing and mark every sentence that asserts a fact rather than describing what is visible in the photographs. For each one, ask what is on file that supports it.

Most listings have between three and eight such sentences. Most agents can evidence about half.